Analyst - Loyalty Marketing Operations

At Williams-Sonoma, Inc. our mission is to enhance people’s lives s mission inspires and drives us, informs our strategy, as well as makes us special. The Loyalty Team supports that mission by leading The Key Rewards, our cross-brand loyalty and credit card programs. Covering beloved brands (including Williams Sonoma, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Mark & Graham, and Rejuvenation) our innovative team powers strategy, marketing, analytics, and operations to build loyalty across every customer touchpoint.

The Analyst, Loyalty Marketing - Operations is responsible for the operational health, accuracy, and continuous improvement of Williams-Sonoma, Inc.'s loyalty program. Partnering across Loyalty Marketing, Customer Care, Technology, Finance, and external partners, this role ensures the program runs reliably day-to-day, surfaces and resolves issues before they impact customers or the business, and builds the reporting, controls, and documentation that scale the program as it grows.

• Reporting. Build and maintain reporting, dashboards, and exception tracking that give Marketing, Finance, Audit, and Loss Prevention clear visibility into program health and business impact.
• Audit & Controls. Lead recurring audit activities across the loyalty portfolio (including co-brand credit and tiered program structures) to identify potential issues before they impact customer experience.
• Operational Execution. Own end-to-end issue management — intake, triage, impact sizing, root-cause analysis, resolution, and post-fix validation — including defining customer audiences for remediation.
• Process & System Improvement. Identify and implement opportunities to automate manual work, strengthen data quality, and improve data integrity. Modify program processes and configurations through established IT release processes.
• Platform Change Management. Support UAT, regression testing, production validation, and business-rule validation for platform enhancements, defect fixes, and enterprise project work touching loyalty.
• Documentation. Maintain authoritative documentation of loyalty program logic, system integrations, and operational processes, keeping it current as the platform evolves.
• Cross-Functional & Vendor Partnership. Serve as a connective point across internal teams and external loyalty/credit vendors to drive alignment, data quality, and operational excellence.

• Bachelor's degree in a quantitative, analytical, or business discipline (e.g., Business, Statistics, MIS, Computer Science, Marketing Analytics) or equivalent work experience.
• 1+ years in an operations, analytics, or program management role, ideally supporting a customer-facing program, platform, or product.
• Demonstrated ability to investigate complex operational issues — sizing impact, identifying root cause, and driving resolution across technical and business stakeholders.
• Track record of using data and visualization to influence decisions and communicate clearly to both technical and executive audiences.
• Strong written and verbal communication; able to translate technical detail into business implications.
• Proven ability to manage multiple priorities in a deadline‑driven environment.
• SQL — able to write queries independently to investigate issues, validate data, and build reporting (joins, aggregations, window functions).
• Business Intelligence tools — proficiency in at least one (Tableau, Power BI, Domo, or equivalent).
• Microsoft Excel — advanced (pivot tables, lookups, large dataset manipulation).
• Experience with loyalty programs, co‑brand credit, or other customer‑facing financial products preferred.
• Experience in a regulated industry (financial services, payments, healthcare) with familiarity in audit, controls, or compliance workflows preferred.
• Experience supporting platform change management — UAT, regression testing, release processes preferred.
• Salesforce CRM Analytics knowledge and familiarity with Salesforce platform concepts (objects, flows, integration patterns) preferred.
• This role requires being onsite in the San Francisco, CA office Monday through Thursday.

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