Loyalty Program Manager at MattelInc

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 ongoing loyalty program management, including roadmap updates, prioritization, and sequencing to support business goals. • Executes strategies across the member lifecycle: acquisition, engagement, retention, and reactivation. • Partners with cross functional teams (GBT, Web/Merch, Community, Product Management, Customer Service) to assess feature requests, resolve issues, and implement enhancements across front end and backend systems. • Ensures loyalty initiatives align with brand, channel, and product roadmaps for a cohesive consumer experience. • Works closely with CRM to develop, test, and optimize loyalty messaging and communication flows. • Equips Customer Service with the tools, training, and messaging needed to deliver exceptional member support. • Acts as the organization’s subject matter expert on loyalty platforms, program mechanics, and best practices. • Program Growth & Innovation • Identifies new loyalty strategies, member benefits, and program structures that align with consumer insights and business needs. • Develops business cases, requirements, and ROI models to inform decision making. • Collaborates with cross-functional teams to assess feasibility and build recommendations. • Leads end to end development and launch of new loyalty programs, features, or benefits, overseeing cross functional readiness and execution. • 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