Loyalty Program Manager

Job Overview The Loyalty Program Manager oversees day‑to‑day management and ongoing optimization of existing loyalty programs for Mattel’s direct‑to‑consumer brands, and collaborates with the Director of DTC Marketing to design and develop new loyalty programs and strategies. Responsibilities Day‑To‑Day Program Management Create and manage loyalty program roadmap, updates, prioritization, and sequencing. Execute strategies across acquisition, engagement, retention, and reactivation. Partner with cross‑functional teams (GBT, Web/Merch, Community, Product Management, Customer Service) to assess feature requests, resolve issues, and implement enhancements. Ensure loyalty initiatives align with brand, channel, and product roadmaps. Work closely with CRM to develop, test, and optimize loyalty messaging and communication flows. Equip Customer Service with tools, training, and messaging for member support. Act as the organization’s subject‑matter expert on loyalty platforms and best practices. Program Growth & Innovation Identify new loyalty strategies, member benefits, and program structures aligned with consumer insights and business needs. Develop business cases, requirements, and ROI models. Collaborate with cross‑functional teams on feasibility and build recommendations. Lead end‑to‑end development and launch of new loyalty programs, features, or benefits. Measurement Establish reporting and analytics requirements and share insights with stakeholders. Evaluate program performance and recommend promotions and strategies to improve ROI and member engagement. Optimization Integrate market research, consumer feedback, digital performance data, industry trends, and competitive landscape to identify opportunities. Own the test‑and‑learn approach alongside CRM, UX, and Product Management. Guide modeling, analysis, and data science needs for program optimization. Qualifications 8+ years of experience in loyalty, e‑commerce, digital marketing or related function. 5+ years of hands‑on experience managing consumer loyalty programs. Experience in direct‑to‑consumer retail or multi‑brand environments with e‑commerce or multichannel focus. Hands‑on experience managing loyalty programs on Shopify, including integration platforms (Yotpo, LoyaltyLion, Bubblehouse). Collaborative mindset and ability to bring team members along the journey. Strong analytical skills with experience using reporting tools and guiding analytics or data science partners. Success partnering with IT, Product Management, and channel owners to deliver seamless end‑to‑end experiences. Excellent project management skills and ability to manage multiple workstreams in a fast‑paced environment. Confident communicator who can present ideas clearly and influence stakeholders at all levels. Entrepreneurial mindset with proactive opportunity identification and initiative drive. Creativity in designing memorable loyalty experiences, including sweepstakes, exclusive content, behind‑the‑scenes access, experiential rewards, and branded moments. Pay Range *The pay range is indicative of projected hiring range; base pay will be determined based on location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits, and resources to empower employees. Equal Opportunity Employer Mattel is an Equal Opportunity Employer. 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 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. #J-18808-Ljbffr Mattel