Director CRM - Center of Excellence

About the Role

We are seeking an experienced and visionary leader to join our team as the Director of CRM Center of Excellence at Gap Inc. This critical position will oversee the development and implementation of CRM strategies that enhance customer experience, streamline database management, and drive collaboration across four brands within the organization. Reporting into the Loyalty Organization, the Director will shape CRM excellence, ensuring alignment with brand goals and corporate initiatives.

What You'll Do

• Unified CRM Strategy: Lead the creation and alignment of a unified CRM strategy to enhance customer engagement and loyalty across all brands.

• Customer Experience Optimization: Collaborate with brand marketing leaders and cross-functional teams to optimize customer journeys, interactions, segmentation, and personalization strategies.

• Database Management: Oversee CRM database optimization, ensuring accuracy, scalability, and compliance, while driving innovation in data analytics and reporting.

• Cross-Functional Collaboration: Act as a strategic liaison across brand marketing, loyalty programs, IT teams, and external vendors to ensure seamless CRM adoption and execution.

• CRM Center of Excellence: Establish processes and frameworks for the CRM Center of Excellence, providing thought leadership and mentorship on best practices.

• Emerging Trends and Technologies: Monitor and integrate emerging trends and technologies in CRM and loyalty to maintain competitive advantage.

• ROI and Measurable Results: Partner with Finance to ensure CRM investments deliver measurable ROI and achieve results in customer experience enhancement and operational efficiency.

Who You Are

• Experience in CRM strategy, loyalty programs, or related roles, preferably within retail or consumer-focused industries.

• Proven ability to lead cross-functional teams and drive strategic initiatives across multiple brands.

• Strong analytical skills with expertise in CRM tools, technologies, and database management.

• Exceptional communication, stakeholder engagement, and project management skills.

• Track record of achieving measurable results in customer experience enhancement and operational efficiency.

Preferred Skills:

• Knowledge of current CRM platforms and emerging technologies.

• Experience with loyalty program structures and customer lifecycle management.

• Ability to manage complex projects in dynamic and fast-paced environments.