Director Product Management - Loyalty Experience

About the Role

The Director of Product Management - Loyalty Experience is a senior product leader within the Customer Lifecycle and Loyalty Value Stream, accountable for defining and delivering the end to end loyalty experience that drives enrollment, retention, card acquisition, and lifetime value growth across all Gap Inc. brands. This role owns the product vision, strategy, and roadmap for loyalty enrollment, rewards experience, onboarding, clienteling capabilities, and Gap Inc. Card touchpoints. Operating at the intersection of customer behavior and business performance, the Director translates ambitious Commerce Equation goals into an outcome driven roadmap, leads through rigorous discovery, and holds the team accountable to measurable impact across Traffic, CVR, AOV, enrollment growth, and retention. 

What You'll Do

• Define and articulate a clear Loyalty Experience product vision aligned to enterprise strategy and Commerce Equation priorities.

• Translate retention, enrollment, and lifetime value goals into a prioritized, outcome based roadmap spanning digital, in store, and cross brand experiences. 

• Lead rigorous product discovery practices to deeply understand customer motivations, friction points, and repeat behavior drivers before scaling solutions. 

• Establish and own clear KPIs and OKRs tied to enrollment growth, card penetration, retention, Traffic, CVR, and AOV, holding the team accountable to outcomes over output.

• Lead and develop a team of Sr. Managers and individual contributors, raising the bar on product craft, analytical rigor, and cross functional influence. 

• Present product strategy, performance, and trade offs in Value Stream Performance Reviews, CPRs, and MPR forums, ensuring executive clarity and alignment. 

• Own complex cross value stream dependencies with Purchase, Discover, Post Purchase, Content Supply Chain, and Loyalty and Payments governance forums.

• Partner with Marketing, CRM, Finance, Brand, Engineering, Architecture, Data Science, and UX to align loyalty mechanics, card acquisition strategies, and clienteling capabilities with brand specific and enterprise goals. 

• Embed experimentation and continuous learning loops into enrollment, rewards engagement, and clienteling experiences to drive sustained performance improvement. 

Who You Are

Qualifications 

• Bachelor's degree in Business, Computer Science, or related field; MBA or advanced degree preferred. 

• 8-12 years of product management experience in loyalty programs, customer lifecycle, CRM, or related digital product domains, including 3+ years leading product teams. 

• 3+ years of people leadership managing multi-level teams. 

• Proven experience building loyalty or retention programs that measurably increased customer lifetime value, repeat purchase rates, or enrollment. 

• Strong analytical skills with the ability to connect loyalty program mechanics to business outcomes through data. 

• Exceptional cross-functional influence across Brand, Marketing, Store Operations, and Finance partners. 

Preferred Skills 

• Experience with loyalty platforms, rewards management systems, or card program technology at enterprise scale. 

• Familiarity with clienteling tools and in-store associate enablement technology. 

• Understanding of customer lifecycle analytics, cohort analysis, and HVA (High-Value Action) frameworks. 

• Experience operating in a matrixed organization with multiple brand stakeholders.