We hope you’re interested in building a home with us. Even if you don’t feel that you meet every requirement listed in this job description, we still encourage you to apply. About the Loyalty TeamThe Williams-Sonoma, Inc. Loyalty team leads The Key Rewards, our cross-brand customer engagement program, and three industry-leading credit cards. With brands including Williams Sonoma, Pottery Barn, West Elm, and Mark & Graham, our innovative team powers strategy, marketing, analytics, and operations to build loyalty across every customer touchpoint. Overview of the Manager, Loyalty roleThis critical role oversees end-to-end loyalty operations and program design across The Key Rewards, our existing credit card programs, and future programs under development. Reporting to the Vice President of Loyalty, you will lead to operational excellence and reporting design new benefits and processes, and manage relationships with multiple loyalty vendors. Through this work, you will help accelerate the growth of our membership base, improve customer satisfaction and retention, and drive incremental spending across our brands.You’re excited about this opportunity because you love loyalty, customer experience, data integrity, reporting, process maps, project management, and program design. Responsibilities include: ResponsibilitiesOperational Excellence and ReportingCreate the vision for best-in-class member benefits and delivery of those benefitsDesign dashboards, reporting and end-to-end processesMonitor systems and customer feedback to quickly address potential issuesSet annual goals for credit card and Key acquisition Partner with Loss Prevention to support fraud detection Member Benefits and ExperienceTrack customer satisfaction trendsEstablish action plans to resolve customer friction pointsEnhance customer service processesTechnology and Vendor ManagementManage project prioritization and budgets internally and with external vendorsMonitor vendor SLAs to ensure complianceLead user acceptance testing (UAT) on new campaigns and benefitsSit for prolonged periods of time, type, operate a computer and communicate via telephoneTransport materials and equipment and lift, move and carry objects up to 50 pounds on a limited basis CriteriaBA required (technical or financial discipline preferred). MBA a plus4-6+ years of demonstrated success in marketing operations and/or technology systems managementPrevious retail experience preferredStrategic thinking and analytical skills — the ability to crystallize a problem and clearly define, analyze and articulate solutionsProject planning and management– the ability to efficiently prioritize tasks, and deliver a project on time and with the highest qualityA collaborative spirit who can work well with large cross-functional teamsTechnical skills — experience writing business requirements for technology teams, partnering with them on technical requirements, managing technology vendors, and communicating requests in a data-centric wayExcellent written and verbal communicatorAttention to detail with the tenacity to dig into complex scenariosEffective interpersonal skills with the ability to establish strong relationships with cross-functional teams at all levels We believe in People FirstWe firmly believe that working in a culture focused on diversity, equity, and inclusion spurs innovation, creates healthy and high-performing teams, and delivers superior customer experiences. Our DEI initiatives prompt associate participation and engagement, aligning with our core vision to reflect the communities where we do business and put people first. Benefits Just for YouDepending on your position and your location, here are a few highlights of what you might be eligible for: A generous discount on all Williams-Sonoma, Inc. brandsA 401(k) plan and other investment opportunities Paid vacations, holidays, and time off to volunteer Health benefits, dental and vision insurance, including same-sex domestic partner benefitsTax-free commuter benefitsA wellness program that supports your physical, financial and emotional health Your Journey in Continued LearningIn-person and online learning opportunities through WSI University Cross-brand and cross-function career opportunities Resources for self-developmentAdvisor (Mentor) programCareer development workshops and learning programsSpeaker series This role is not eligible for relocation assistance. WSI will not now or in the future commence an immigration case or “sponsor” an individual for this position (for example, H-1B or other employment-based immigration). Williams-Sonoma, Inc. is an Equal Opportunity Employer. Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.