Loyalty Program Manager

Mattel•El Segundo, CA

7h•$130,000 - $150,000

About The Position

The Loyalty Program Manager is responsible for both the day-to-day management and the ongoing optimization of existing loyalty programs, as well as collaborating with the Director of DTC Marketing in the design and development of new loyalty programs and strategies.

Requirements

8+ years’ work experience in loyalty, ecommerce, digital marketing or related function
5+ years’ hands-on work experience managing consumer loyalty programs
Experience in direct-to-consumer retail or multi-brand environments, ideally with ecommerce or multichannel focus.
Strategic with a focus on execution - hands on experience managing loyalty programs within Shopify, including use of key integration platforms (e.g., Yotpo, LoyaltyLion, Bubblehouse) for program setup, operations, and optimization.
You thrive in a collaborative, one-team culture and bring team members along the journey.
Strong analytical skills with proven experience using reporting tools, evaluating performance, and guiding analytics or data science partners to meet loyalty business needs.
Proven success partnering with IT, Product Management, and channel owners to deliver seamless end-to-end consumer experiences.
Excellent project management skills with the ability to manage multiple workstreams in a fast‑paced environment.
Confident communicator with the ability to present ideas clearly and influence stakeholders at all levels.
Entrepreneurial mindset with the ability to proactively identify opportunities and drive initiatives forward.
Bring creativity to the role, designing memorable loyalty experiences, including sweepstakes, exclusive content, behind the scenes access, experiential rewards, and branded moments that deepen emotional connection with fans.

Responsibilities

Creates and manages ongoing loyalty program management, including roadmap updates, prioritization, and sequencing to support business goals.
Executes strategies across the member lifecycle: acquisition, engagement, retention, and reactivation.
Partners with cross functional teams (GBT, Web/Merch, Community, Product Management, Customer Service) to assess feature requests, resolve issues, and implement enhancements across front end and backend systems.
Ensures loyalty initiatives align with brand, channel, and product roadmaps for a cohesive consumer experience.
Works closely with CRM to develop, test, and optimize loyalty messaging and communication flows.
Equips Customer Service with the tools, training, and messaging needed to deliver exceptional member support.
Acts as the organization’s subject matter expert on loyalty platforms, program mechanics, and best practices.
Identifies new loyalty strategies, member benefits, and program structures that align with consumer insights and business needs.
Develops business cases, requirements, and ROI models to inform decision making.
Collaborates with cross-functional teams to assess feasibility and build recommendations.
Leads end to end development and launch of new loyalty programs, features, or benefits, overseeing cross functional readiness and execution.
Establishes reporting and analytics requirements for loyalty program reporting and insights, and shares those insights regularly with key stakeholders
Evaluates program performance and investigates opportunities to recommend promotions and strategies that inform program spend and member engagement (e.g., ROI, new member acquisition and activation goals, increased frequency, etc.)
Integrates market research, consumer feedback, digital performance data, industry trends, and the competitive landscape to guide business needs and identify new opportunities that deliver best-in-class loyalty member experiences
Owns the test-and-learn approach to optimize the consumer experience with loyalty programs by partnering with CRM, UX, Product Management and others
Guides the modeling, analysis and data science needs required to optimize loyalty programs