Head of Programme Management

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.

Day‑To‑Day Program Management

Create and manage loyalty program roadmap, updates, prioritization, and sequencing.

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.

Identify new loyalty strategies, member benefits, and program structures aligned with consumer insights and business needs.

Evaluate program performance and recommend promotions and strategies to improve ROI and member engagement.

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.

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).

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.

Creativity in designing memorable loyalty experiences, including sweepstakes, exclusive content, behind‑the‑scenes access, experiential rewards, and branded moments.

The pay range is indicative of projected hiring range; 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.