Analyst, Marketing Operations - Loyalty

Williams-Sonoma · San Francisco

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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. 

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