GIFT CARD ANALYST

Position Purpose:

Responsible for the development and execution of gift card programs to generate incremental sales and orchestrate programs that utilize gift cards to resolve customer issues or provide supplemental customer benefits, e.g., rebate. May be responsible for support of programs to improve operational efficiencies and improve the customer experience. May lead portions of multiple, cross-functional projects and manage smaller, single-function projects. May manage the resolution process for complaints/issues with multiple dependencies or of an escalated nature.

Key Responsibilities:

• 60% - Execution - Manage day-to-day operations: card production, card numbering and distribution, planogram maintenance, sales reporting, rebate management, PO tracking and payment, and special projects. Includes data gathering and root cause analysis.

• 30% - Resolution Management - Manages the resolution process for issues that may require escalation and partners with Gift Card vendors and internal THD team to resolve. Have authority to resolve high profile/executive cases (cases that make it to the executive level).

• 10% - Support - Analyze data and review process and make recommendations to Sr. Management. Review and modify/approve project plans and make decisions as needed. Recommends process changes to expedite goal attainment. Works closely with cross-functional teams to negotiate resolution.

Direct Manager/Direct Reports:

• This Position typically reports to Manager, Gift Cards.

• This role has 0 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 5% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be 18 years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite

• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers

• Excellent written and verbal communication skills

• Experience with credit services and banking

• Customer service resolution experience

• Call center knowledge

• Ability to gather and synthesize information from a variety of sources to solve complex issues

• Critical thinking and sound decision making based on thorough analysis and review

• Broad knowledge of THD policy, procedures, and structure; knowledge of store systems

• Exhibited ability to work independently and get things done

• Strong attention to detail

• Sound decision making skills

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years of Work Experience:

• 3

Preferred Years of Work Experience:

• 3

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented

• Collaborates

• Communicates Effectively

• Customer Focus

• Drives Results