Loyalty Program Manager

The Opportunity: 

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.

What Your Impact Will Be: 

• 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 - notably, GBT, Web/Merch, Community, Product Management and Customer Service – to 1) Manage the intake of loyalty experience features and functionality requests and issues from all stakeholders, and 2) Define and prioritize requirements for consumer-facing and backend systems and platforms to support the ideal consumer experience for loyalty programs and their evolution
  • 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 (both internal and external) for all aspects of loyalty programs and loyalty strategies
• New program / loyalty strategy creation
  • Defines needs for new loyalty strategies, programs and tactics
  • Documents business opportunities and program requirements
  • Collaborates with key partners as appropriate, including GBT, Merchandising, Marketing, Product Management, Finance and others 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
• Measurement
  • 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.)
• Optimization
  • 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

What We’re Looking For:

• 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, including hands-on analytic prowess with reporting and analysis tools and the ability to guide analytic / data science resources to deliver against loyalty data requirements
• Experience collaborating with IT, Product Management, channel owners and others to ensure world-class consumer experiences and successful loyalty program outcomes
• 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, embracing challenges, and improving themselves. 

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:

We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Who We Are:

Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.

Videos to watch:
The Culture at Mattel
Mattel Investor Highlights