Director, Loyalty Strategy & Operations

Skechers•Manhattan Beach, CA

3d•$165,000 - $195,000

About The Position

Skechers is seeking an experienced and highly motivated Director, Loyalty Strategy & Operations to help lead the strategy, execution, and operational evolution of the Skechers loyalty program across digital and retail channels. This role will be responsible for driving customer engagement, activation, retention, and long-term member value while ensuring loyalty initiatives are operationally scalable, measurable, and aligned with broader business objectives. This role requires a highly hands-on leader who can independently drive initiatives from concept through execution, build structure and process in a fast-paced environment, and partner effectively across Retail, CRM/Personalization, Analytics, Product, IT, Operations, and Finance teams. The ideal candidate is equally comfortable developing strategy, evaluating business impact, influencing stakeholders, managing operational details, and driving accountability across complex cross-functional initiatives. The ideal candidate combines strategic thinking with operational rigor and has a strong ability to connect customer experience improvements to measurable business outcomes.

Requirements

Experienced and highly motivated Director, Loyalty Strategy & Operations
Highly hands-on leader who can independently drive initiatives from concept through execution
Ability to build structure and process in a fast-paced environment
Ability to partner effectively across Retail, CRM/Personalization, Analytics, Product, IT, Operations, and Finance teams
Comfortable developing strategy, evaluating business impact, influencing stakeholders, managing operational details, and driving accountability across complex cross-functional initiatives
Combines strategic thinking with operational rigor
Strong ability to connect customer experience improvements to measurable business outcomes

Responsibilities

Own and evolve the loyalty program roadmap, prioritizing initiatives based on customer insights, business impact, operational feasibility, and long-term program goals while partnering cross-functionally to support successful execution.
Own the loyalty business roadmap and partner closely with Loyalty Product and Technology teams to align priorities, define business needs, and support execution of initiatives that drive customer and business impact.
Develop and execute loyalty strategies and initiatives that support customer engagement, retention, and long-term member value across retail and digital channels.
Evaluate loyalty program performance, customer behavior, and initiative effectiveness to identify optimization opportunities and inform future prioritization and investment decisions.
Drive operational governance across loyalty initiatives, ensuring alignment between customer experience, business goals, technical capabilities, and execution timelines.
Partner cross-functionally with Retail, CRM/Personalization, Analytics, Product, IT, Operations, and Finance teams to successfully implement loyalty initiatives and improve omnichannel customer experiences.
Lead operational execution of loyalty campaigns, offers, promotions, and member experiences, ensuring accuracy, quality, and timely delivery across customer touchpoints.
Partner with Analytics to define, track, and report on key loyalty KPIs including enrollment, activation, engagement, retention, repeat purchase behavior, and customer lifetime value.
Identify operational challenges and proactively drive solutions that improve scalability, efficiency, customer experience, and overall program effectiveness.
Maintain accountability for execution quality, operational accuracy, and follow-through across loyalty initiatives, including coordination of supporting resources as needed.
Present roadmap priorities, program updates, recommendations, and performance insights to leadership and cross-functional stakeholders.
Stay informed on industry trends, competitive landscape, emerging technologies, and loyalty best practice.