Senior Loyalty Program Manager

  • Full-time
  • Employment Status: Regular

Company Description

Headquartered in Southern California, Skechers has spent nearly 30 years helping men, women and kids everywhere look and feel good. Developing comfort technologies is at the foundation of all that we do—delivering stylish, innovative, and quality products at a reasonable price. From our diverse footwear offering to a growing range of apparel and accessories, Skechers is a complete lifestyle brand.

With international business representing over half of our total sales, we have product available in more than 170 countries and significant opportunities for continued expansion worldwide. We sell our collections direct to consumers through more than 4,000 Skechers stores around the globe and Skechers e-commerce sites, as well as through a network of third-party partners.

A MULTI-BILLION-DOLLAR GLOBAL LEADER IN THE FOOTWEAR INDUSTRY.

Job Description

Skechers is looking for an experienced Sr. Loyalty Program Manager to join its Digital Team and create outstanding customer experiences that drive long-term customer loyalty and achieve Skechers business goals.

The Sr. Loyalty Program Manager is responsible for the day-to-day management of loyalty program performance, customer experience development, and operations across ecomm, retail, and customer service operations. This individual will provide expertise and leadership to execute loyalty strategies that successfully build profitable, long-term customer relationships in alignment with Skechers overall business strategy and goals. 

ESSENTIAL JOB RESULTS

Loyalty Program Strategy and Roadmap Definition 

  • Work closely with the Director of Loyalty and Digital Engagement to define the loyalty experience strategy and roadmap across web, app, retail, and customer service channels. 
  • Utilize market research, customer feedback, digital performance data, industry trends, and the competitive landscape to guide business needs and identify new opportunities that deliver a best-in-class loyalty customer experience 

Loyalty Experience Backlog Management

  • Socialize loyalty roadmap with relevant product owners and channel leads to secure alignment and integration with their roadmaps and backlogs
  • Lead the execution of the loyalty roadmap with relevant product owners across digital, retail, and IT teams by ensuring loyalty experiences are prioritized in backlogs and delivered according to business rules
  • Define business requirements and use cases for new loyalty experiences and fixes to existing experiences to support developers during planning, development, and release phases
  • Collaborate with internal stakeholders to ensure requirements for upstream and downstream systems and platforms are accounted for in order to enable end-to-end feature delivery  
  • Manage the intake of loyalty experience feature/functionality requests and issues from all stakeholders, define requirements and submit tickets to respective product teams

Development and Release Support

  • Review and approve user stories that are created and refined by the respective product owners to ensure the loyalty features and experiences being built meet the business requirements
  • Review and approve loyalty experience performance during demos and UAT testing
  • Create materials to support customer care and retail team operations related to new feature/experience
  • Ensure all relevant stakeholders are aware of the release and conduct trainings if required.

SUPERVISORY RESPONSIBILITIES

  • No
     

Qualifications

JOB REQUIREMENTS

  • Experience collaborating with teams that manage corporate reporting systems, CRM platforms, databases, data systems and web analytics program required.
  • General understanding of business principles beyond loyalty programs, including strategy development, finance, accounting, and operations.
  • Experience taking data driven insights to building new and innovative loyalty & digital experiences across multiple partners, while developing and managing implementation plans and seamlessly executing.
  • Expert project management skills and the ability to organize and advance multiple concurrent projects in a fast-moving, fluid business environment.
  • Experience working in Agile product development environments preferred
  • Excellent listening, presentation, and written and verbal communication skills.
  • Proficiency with MS Office applications (Word, Excel, PowerPoint, etc.) advanced knowledge with project management platforms, such as JIRA.

 EDUCATION AND EXPERIENCE

  • Bachelor’s degree required; MBA preferred
  • 5+ years loyalty program management experience required

Additional Information

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.

PHYSICAL DEMANDS

 While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel, and talk or hear.  The employee frequently is required to walk; sit, reach with hands and arms, and stoop, kneel. The employee is occasionally required to sit for long period of times.  

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