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Director - Customer & Product Analytics

ONE HARRISON STREET
San Francisco, California 94105

Job#: 240903 Date Posted: Jun. 30, 2018

Job Status: Full-time

Since the beginning, we’ve been inspired by everything women and girls are capable of, whether they’re serious athletes or just getting into fitness.  We create versatile premium performance apparel designed for a life in motion. Challenge fuels us and we are always reaching for the amazing.

We’re looking for people who find inspiration in the same things we do: the limitless potential of women and girls everywhere. If you share our passion for a healthy, active lifestyle, personal growth, innovative product and creating rewarding experiences – join our community. Athleta is a certified B Corp – put simply we put people and planet right up there with profit and we’re committed to using business as a force for good.

Alone we are strong, united we thrive. Together, we create the Power of She.

Summary

The Customer & Product Analytics organization is a critical component of the Strategy & Customer Engagement Team at Athleta.  This team is chartered with unlocking the power of customer data and analytics to drive customer obsession across our brand and accelerate growth.  We're looking for intelligent, data-driven professionals that will help us advance our analytic capabilities around understanding customer behavior and key growth opportunities across our product categories, markets, and channels.

Reporting into the Sr. Director of Strategy & Customer Engagement, this individual will lead the team responsible for developing data-driven customer acquisition and retention strategies critical for Athleta’s growth.  This includes developing the strategies and analytic constructs required to maximize customer LTV (e.g. spend, retention) through lifecycle marketing as well as greater personalization and targeting.  This role is also responsible for ensuring customer learnings are integrated into appropriate business processes including catalog circulation-planning, digital and direct mail contact strategies and development of brand promotions.  The Director of Customer Analytics will also help inform our targeting and messaging strategy for our newly launched credit card and future loyalty program based on customer behavior.

The ideal candidate for this position is passionate about customers and consistently demonstrates strong executive leadership, intellectual curiosity, analytical skills, and strong interpersonal and partnering skills.  This individual will partner cross-functionally with senior leaders in the Marketing, Circulation, Ecomm, Inventory Management and Retail functions while leading a team of Sr. Analysts. 

Roles & Responsibilities
  • Lead team responsible for performing exploratory and predictive analytics, including customer/prospect behavior patterns using a combination of descriptive statistics, segmentation techniques, and predictive modeling to inform and impact business decisions

  • Collaborate cross-functionally (Marketing, Finance, Stores, IM) to set growth targets and develop acquisition and retention strategies to drive active file growth and increased market share

  • Lead team responsible for developing customer-level planning, including by channel customer forecasts

  • Develop analytic approach & partner in the execution of customer acquisition programs including catalog, digital, retail and other direct response vehicles required to achieve brand growth goals

  • Increase customer LTV through development of customer contact strategies informed by rigorous testing and customer analytics in areas of retention, frequency and spend

  • Develop, manage and report testing programs that facilitate actionable customer insight with predictive ROI outcomes for customer segments

  • Develop customer models, statistical models and financial models as appropriate based on project and business need

Qualifications
  • Demonstrated ability to effectively lead, develop and retain a high-performance team

  • 8+ years of experience in customer analytics environment
  • Proficient in leveraging customer analytical methods to drive customer and business outcomes

  • Proficient in data access methods for large customer and transaction databases

  • Expert understanding of direct, digital, catalog and lifecycle marketing in retail environment

  • Exceptional problem solving, technical and data-analysis skills

  • Strong written and oral presentation skills
  • Detail-oriented with ability to balance detail and holistic, strategic perspective of business

  • Collaborative team player with strong interpersonal and partnering skills, flexible, thrives in environments of ambiguity

  • Excellent organization and time management skills; able to balance and prioritize multiple projects simultaneously

  • Able to communicate complex concepts to various audiences in a clear and concise manner

  • Proficiency with SAS or SPSS and advanced Excel
  • MBA desired, but not required

KEY BENEFITS:

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, Banana Republic, Old Navy, and Athleta, and 30% off at Outlet.
  • One of the most competitive Paid Time Off plans in the industry.*
  • Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
  • Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
  • Employee stock purchase plan.*
  • Employees receive medical, dental, vision and life insurance.*
  • Employees can apply for tuition reimbursement.*
  • Family care programs.
  • Commuter benefits.
  • Pet Discount Program.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. In 2016, Gap Inc. was named one of the Best Places to Work by the Human Rights Campaign for the thirteenth consecutive year and was the sole winner of the Catalyst award for equality in the workplace in 2016.