Sr. Manager, Gift Card Program (Hybrid - Seattle, WA)

Nordstrom•Seattle, WA

1d•Hybrid

About The Position

The Sr. Manager, Gift Card at Nordstrom leads the transformation of our Gift Card program into a powerful extension of the brand—one that helps customers look good, feel their best, and build an emotional connection from the moment they purchase a gift card to the moment they redeem it. This role shapes the end‑to-end strategy, growth, and operational excellence of the program across Nordstrom and Nordstrom Rack, ensuring the experience feels seamless, inspiring, and unmistakably “Nordstrom” across digital, stores, and partner channels. This leader drives a balanced portfolio of innovation and governance—accelerating high‑impact first‑party (1P) initiatives, elevating third‑party (3P) and reseller distribution, and strengthening the financial, fraud, and operational foundations that keep the program trusted and scalable. They will use data‑driven insights to unlock new growth opportunities, guide a team of strategy, marketing, and operations program managers, and partner cross‑functionally to deliver solutions that are not only compliant and efficient, but also emotionally resonant and brand‑defining. Ultimately, this role ensures that Nordstrom Gift Cards evolve from a transactional product into a meaningful customer experience—one that drives revenue, deepens engagement, and reinforces why customers choose Nordstrom.

Requirements

7+ years of experience in program management, product, marketing, payments, or related fields within retail or consumer businesses.
Bachelor’s degree in business, Marketing, or a related field; MBA or equivalent a plus.
Previous experience leading gift card strategy.
Proven track record of driving business growth while managing operational complexity and risk.
Strong analytical and strategic thinking skills with a data-driven mindset.
Experience leading cross-functional initiatives across marketing, product, technology, and operations.
Exceptional communication and presentation skills, with experience influencing senior leadership.
Strong leadership skills with the ability to build, motivate, and develop high-performing teams.
Ability to navigate ambiguity, create structure, and prioritize effectively in a fast-paced environment.

Nice To Haves

Familiarity with payments, stored value, fraud prevention, or financial controls is strongly preferred.

Responsibilities

Program Vision & Strategy: Define and lead the end-to-end Gift Card program strategy across 1P, 3P, and B2B channels, aligned to Nordstrom’s broader customer and financial goals. Leverage customer, campaign, and market insights — in partnership with Analytics and Finance — to inform product, offer, and channel strategies. Translate insights into actionable roadmaps that balance growth opportunities with operational rigor, risk mitigation, and cost efficiency.
Business Ownership (1P, 3P & B2B): Own P&L-influencing levers across the Gift Card business, including sales performance, marketing ROI, and partner contribution. Drive accelerated 1P growth through product innovation, offer strategy, and integrated marketing across stores and digital. Lead 3P and reseller strategy, including distribution expansion, vendor relationships, and offer optimization.
Program Operations, Risk & Governance: Ensure operational excellence across inventory, fulfillment, and store and digital experiences. Own financial controls, data integrity, and audit readiness in partnership with Finance and external vendors (e.g., Fiserv). Lead fraud prevention strategy, including tooling, monitoring, and cross-functional incident management to minimize losses and protect customer experience. Establish and uphold compliance, regulatory, and brand standards across all channels and partners.
Cross-Functional Collaboration: Partner across Marketing, Digital Merchandising, Product, Technology, Finance, Legal, Fraud, Store Operations, and Customer Care to enable seamless execution at scale. Define and optimize cross-functional processes, influence prioritization, and drive resource alignment to support the Gift Card roadmap.
Team Development and Performance Management: Lead and develop a high performing team of program managers across strategy, marketing, and operations, fostering a culture of accountability, collaboration and innovation. Provide coaching, clear priorities, and growth opportunities aligned to business needs and individual development. Establish and monitor key performance indicators across growth, operations, and risk (e.g., sales, ROI, fraud rate, operational SLAs). Deliver clear executive communications that translate complex data and operational detail into actionable insights and recommendations.