Manager, Loyalty Store Operations

Skechers•Manhattan Beach, CA

2d•$110,000 - $130,000

About The Position

The Manager, Loyalty Store Operations is responsible for ensuring a seamless and consistent loyalty experience across all retail stores. This role serves as the critical bridge between Digital (CRM & Loyalty), Retail (Operations & Marketing), and Customer Service to ensure loyalty program benefits, promotions, and processes are executed effectively in-store. This individual owns the operational integrity and performance of the loyalty experience in stores—driving adoption, accountability, and alignment with broader business goals. The role focuses on embedding loyalty into daily store operations, ensuring consistent execution, and improving customer experience while supporting long-term customer retention and lifetime value.

Requirements

3+ years of direct experience in retail store operations, field management, or loyalty program execution in a retail environment
Proven ability to influence cross-functional teams and drive behavior change without direct authority
Strong business acumen with the ability to connect operational performance to financial outcomes
Highly proactive, solutions-oriented, and comfortable navigating ambiguity
Demonstrated experience conducting operational audits, gap analyses, or process improvement initiatives in a retail or omnichannel context
Experience managing cross-functional program rollouts
High attention to detail with a focus on execution and follow-through
Willingness to travel to stores and field meetings as needed
Bachelor’s Degree in Business, Marketing, Retail Management, or related field
5–8+ years of overall professional experience in Retail Operations, CRM/Loyalty, or Omnichannel Operations, including 3+ years in a directly related role

Responsibilities

Own the end-to-end in-store loyalty experience, including enrollment, associate engagement, and POS execution.
Ensure loyalty benefits (rewards, points, offers) are applied accurately and consistently at POS
Identify and address friction points across key customer journeys (earn, redeem, returns, exchanges)
Partner with Customer Service to resolve experience gaps impacting customer satisfaction and retention
Establish loyalty as a measurable and accountable KPI within store operations
Define store-level performance expectations in partnership with Retail leadership
Monitor and report on store performance against key loyalty metrics
Identify underperforming stores and partner with field leadership to implement improvement plans
Drive accountability by connecting loyalty performance to business outcomes such as revenue, retention, and customer lifetime value
Partner with Retail Operations to support training materials and playbooks for store associates
Ensure clear communication of loyalty program updates, promotions, and changes
Drive adoption of loyalty initiatives by aligning with store priorities and operational workflows
Ensure in-store marketing (e.g., signage, promotional messaging) aligns with loyalty strategy and is executed consistently
Act as the voice of the store within Digital and Loyalty teams, incorporating field feedback into continuous improvement
Support rollout of new loyalty features, promotions, and enhancements in stores
Ensure operational readiness across systems, processes, and training
Validate that new experiences work as intended before and after launch
Partner with Analytics teams to build and maintain reporting dashboards for store-level loyalty performance
Identify trends and systemic issues impacting customer experience and store execution
Translate insights into actionable recommendations to improve performance and program effectiveness
Provide regular updates to Digital, Retail, and Leadership on performance, risks, and opportunities
Connect store-level performance to broader business outcomes, including retention and customer lifetime value