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About the Role

The Analyst, Marketing Operations - Loyalty is responsible for the operational health, accuracy, and continuous improvement of Williams-Sonoma, Inc.'s loyalty program. This role ensures the program runs reliably day-to-day, surfaces and resolves issues, and builds the reporting, controls, and documentation that scale the program.

Responsibilities

• Build and maintain reporting, dashboards, and exception tracking for clear visibility into program health and business impact.
• Lead recurring audit activities across the loyalty portfolio to identify potential issues before they impact customer experience.
• Own end-to-end issue management — intake, triage, impact sizing, root-cause analysis, resolution, and post-fix validation — including defining customer audiences for remediation.
• 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.
• Support UAT, regression testing, production validation, and business-rule validation for platform enhancements, defect fixes, and enterprise project work touching loyalty.
• Maintain authoritative documentation of loyalty program logic, system integrations, and operational processes.
• Serve as a connective point across internal teams and external loyalty/credit vendors to drive alignment, data quality, and operational excellence.

Requirements

• Bachelor's degree in a quantitative, analytical, or business discipline 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 skills.
• Proven ability to manage multiple priorities in a deadline-driven environment.
• SQL proficiency for independent query writing.
• Proficiency in at least one Business Intelligence tool (Tableau, Power BI, Domo, or equivalent).
• Advanced Microsoft Excel skills (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 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 preferred.

Skills

• SQL
• Tableau
• Power BI
• Domo
• Microsoft Excel
• Salesforce CRM Analytics
• Salesforce platform concepts

Location

• San Francisco, CA

Work Type

• Onsite

Experience Level

• 1+ years

Education Level

• Bachelor's degree

Salary/Compensations

• $80,000 - $95,000

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
• 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

About the Company

• Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States.
• Our family of brands are Williams Sonoma, Williams Sonoma Home, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, Rejuvenation, West Elm, Mark & Graham, Outward, and GreenRow.
• We offer beautifully-designed, stylish and functional products for every area of the home.
• We're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and talented teams.

Equal Opportunity

• 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.