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Director of Loyalty

3 months ago

Manhattan Beach, California, United States Elevate Digital Full time

We are seeking an experienced and strategic Director of Loyalty, Global to join the Digital Team. As the new Director of Loyalty, you will be responsible for leading the strategy and execution of the loyalty program domestically, as well as the expansion into new regions.

Essential Job Results

Develop and execute a comprehensive global loyalty strategy and framework that aligns with Skechers business objectives and meets the needs of local markets.

Collaborate with cross-functional teams to ensure seamless integration and alignment of loyalty strategies with marketing, customer service, product, finance, etc.

Define, track and report out on objectives and key results for the loyalty program.

Partner with Analytics team to analyze global customer data, market trends and regional preferences to identify opportunities for program enhancements and tailor loyalty offerings to specific markets.

Oversee the development, execution, and documentation of loyalty program launches in new territories.

Understand customer behavior, CLTV, preferences, and pain points through user research, data analysis, and direct interactions and translate insights into actionable product improvements.

Stay abreast of industry trends, emerging technologies, and best practices in global loyalty programs, integrating relevant insights into program design and strategy.

Develop an A/B Testing roadmap for our digital platforms and retail stores to optimize current features, messaging, experiences, etc. Partner with CRO team and Retail ops to manage and execute tests.

Foster strategic partnerships with external vendors, agencies, and technology providers to optimize program effectiveness and drive innovation.

Manage a team of loyalty professionals, providing guidance, coaching, and support to ensure successful program execution on a global scale.

Collaborate with executive leadership and key stakeholders to present program updates, performance reports, and strategic recommendations.

Supervisory Responsibilities

Qualifications

Deep understanding of global loyalty principles, strategies, and best practices, with a track record of driving successful global loyalty initiatives.

Strong analytical skills with the ability to leverage customer insights, market research, and data analysis to inform program design and decision-making.

Exceptional strategic thinking and problem-solving abilities, with a keen eye for identifying growth opportunities and implementing innovative solutions.

Excellent leadership and team management skills, with a demonstrated ability to lead and inspire global, cross-functional teams.

Outstanding communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels of the organization.

Proficiency in loyalty platforms, CRM systems, and data analytics tools to effectively measure and optimize program performance.

Proven project management skills, including the ability to manage complex, multi-faceted projects on a global scale.

Education & Experience

Bachelor's degree or Master's in Marketing, business administration, or related field preferred

Proven experience of 10+ years in developing and managing global loyalty program, preferably in the retail industry.

Strong leader with 5+ years of cross-functional leadership or management experience