Business Process Owner - Customer Loyalty, Pricing and Promotions

Forget what you know about old-school industry rules. When you work at Old Navy, you're choosing a different path. From day one, we've been on a mission to democratize fashion and make shopping fun again. Our teams make style accessible to everyone, creating high-quality, must-have fashion essentials for the whole family, with love, season after season.

We opened our first store in 1994 in San Francisco and have been on a roll ever since. Today, customers can find fabulous fashion at affordable prices online and in one of our 1,000+ stores globally. Old Navy celebrates a workplace that's just as diverse as our customers. Fun, fashion, family and value are at the heart of everything we do. We cultivate a community of playful personalities that thrive in a fast-paced environment where our employees can be their most authentic selves. Here, we're family.

Old Navy – a brand for everyone a place for you!


The Business Process Owner of Loyalty, Signage & Markdowns develops and validates operational processes and practices that impact the field organization. This position is responsible for ensuring the weekly signage and markdown practices are executed and delivered to communications for accurate posting. This role also helps drive loyalty acquisition, and retention tactics to fuel our customer loyalty programs. This includes Super Cash, Old Navy Card, and Gift Cards. This role plans, manages, and tracks results of multiple projects with responsibility for coordinating efforts between various functional departments and stores. Proactively work with HQ and Field business partners to identify opportunities to improve current processes and streamline workload related to operational practices and processes.


* As the Business Process Owner – Customer Loyalty, Pricing, and Promotions, you are part of the Store Operations team.

* You collaborate with business partners in stores and Upper Field, GCP, Visual Merchandising, Inventory Management, Marketing, Pricing, Customer Data & Analytics, Learning and Development, Communications, and Human Resources to drive efficient and proper execution of loyalty, pricing, and promotions.

* You support multiple simultaneous aspects of a project and work streams with quantitative and / or qualitative analysis.

* You identify and use multiple ways to achieve goals in case of obstacles; identify opportunities in process to contribute to commercial success of our stores.

* You lead and inspire the Store Operations team to be: product obsessed, customer-focused, innovative, fast-moving and team-oriented.


* Resourcefulness

* Collaboration and influencing

* Customer Impact

* Learning Agility


* Ensures all Pricing, Promotion, and Loyalty updates are communicated accurately and efficiently

* Manage promotions and exclusive experiential offers to deliver a unique, branded Old Navy Experience

* Provides support on updates to Standard Operating Procedures.

* Allocate time efficiently; handle multiple demands and competing priorities

* Coordinate, communicate, and track relevant adjustments to Super Cash, ONC, and Markdown reports

* Supports product and pricing tests, acquiring feedback from store and Upper Field leaders through store and market visits

* Creates and maintains performance reporting, reviewing KPIs and data trends to diagnose and recommend improvements to execution and processes.

* Plan, manage, and track results of multiple work streams with responsibility for coordinating efforts between project team, UF leaders and stores


* Experience managing multiple complex projects, implementing operational processes and interpreting financial data

* Ability to collaborate and communicate effectively with all levels of the organization

* Demonstrated ability to actively learn and immediately apply learnings into decisions and behaviors

* Proficient in Microsoft Office applications

* Excellent verbal and written communication and presentation skills required

* Knowledge of retail store operations

* Ability to organize work into tasks and timelines, and project manage them through appropriate resources

* 3-5 years of store experience preferred, store Management experience preferred

* BA/BS or equivalent experience preferred

* Ability to travel, including overnight as required

* Ability to work a flexible schedule to meet the needs of the business, including night and weekends.


* Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, Banana Republic and Old Navy, 30% off at Outlet and 25% off at Athleta.

* 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.


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