Loyalty Program Manager

Mattel • El Segundo, CA

249d • $123,000 - $153,000

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. This role is crucial in developing consumer relationships and driving long-term value for Mattel's direct-to-consumer business.

Requirements

• 8+ years' work experience in ecommerce, digital marketing or related function
• 5+ years' work experience managing consumer loyalty programs
• Prior experience within direct-to-consumer (DTC) retail or multi-brand, particularly in an ecommerce or multi-channel role
• Strongly data-driven, with a focus on measurement and optimization
• Hands-on analytic prowess with reporting and analysis tools
• Experience collaborating with IT, Product Management, channel owners and others
• Excellent project management skills
• Strong presentation skills to build out and share strategies to leadership team and partners
• A 'roll up your sleeves', entrepreneurial mentality
• Ability to proactively identify opportunities, take initiative and multi-task in a fast paced environment
• Ability to establish and build business relationships, influencing peers and leadership
• Demonstrated a growth mindset by staying curious and continuously learning

Responsibilities

• Day-to-day program management
• Creates and manages loyalty program roadmaps, updating the vision and plan regularly to drive program development and marketing priorities
• Defines clear and actionable plans for the consumer loyalty lifecycle - acquisition, engagement and retention/renewal, and executes against those plans
• Collaborates with internal stakeholders to manage the intake of loyalty experience features and functionality requests and issues from all stakeholders
• Defines and prioritizes requirements for consumer-facing and backend systems and platforms to support the ideal consumer experience for loyalty programs
• Socializes the loyalty roadmap with relevant brand and product partners and channel leads to secure alignment and integration with their roadmaps
• Works with CRM to develop, assess and optimize consumer communications that integrate with or directly support loyalty programs
• Educates and assists Customer Service associates to enable them to provide world-class loyalty program support for members and potential members
• Serves as Subject Matter Expert for all aspects of loyalty programs and loyalty strategies
• Defines needs for new loyalty strategies, programs and tactics
• Documents business opportunities and program requirements
• Collaborates with key partners to create forecasts and business plans to drive decisions about new programs
• Drives the creation of approved program, acting as both Program Manager and Project Manager to ensure all details of program are planned and executed successfully
• Establishes reporting and analytics requirements for loyalty program reporting and insights
• Evaluates program performance and investigates opportunities to recommend promotions and strategies that inform program spend and member engagement
• Integrates market research, consumer feedback, digital performance data, industry trends, and the competitive landscape to guide business needs and identify new opportunities
• Owns the test-and-learn approach to optimize the consumer experience with loyalty programs

Benefits

• Competitive total pay programs
• Comprehensive benefits
• Resources to help empower a culture where every employee can reach their full potential

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Miscellaneous Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees