Analyst, Marketing Operations - Loyalty

About the Team

At Williams-Sonoma, Inc. our mission is to enhance people’s lives at home. This 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.  

About the Role

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.

Responsibilities

• Process & System Improvement. Identify, analyze and help implement process and systems improvements that reduce error rates and improve data quality throughout the loyalty lifecycle. Modify program processes and configurations through established IT release processes.

• 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.

• 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.

• 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.

Criteria

• 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 and system 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.

Our Culture & Values 

We believe that taking care of our people is vital to our success, and we strive to offer equitable and transparent practices for all. We prioritize connection, growth, and wellbeing. 

People First 

Putting People First means investing in overall well-being and opportunities to grow and advance within the organization. Depending on the position and location, here are a few highlights of what benefits may be available:

Benefits

• A generous discount on all WSI brands

• A 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 benefits

• Tax-free commuter benefits

• A wellness program that supports your physical, financial and emotional health

Continued Learning

• In-person and online learning opportunities through WSI University

• Cross-brand and cross-function career opportunities 

• Resources for self-development

• Advisor (Mentor) program

• Career development workshops, learning programs, and speaker series