Director, Loyalty Strategy & Operations

About the role

The Director, Loyalty Strategy & Operations will lead the strategy, execution, and operational evolution of the Skechers loyalty program across digital and retail channels. This role will drive customer engagement, activation, retention, and long-term member value while ensuring loyalty initiatives are operationally scalable, measurable, and aligned with broader business objectives.

Responsibilities

• Own and evolve the loyalty program roadmap, prioritizing initiatives based on customer insights, business impact, operational feasibility, and long-term program goals while partnering cross-functionally to support successful execution.
• Develop and execute loyalty strategies and initiatives that support customer engagement, retention, and long-term member value across retail and digital channels.
• Evaluate loyalty program performance, customer behavior, and initiative effectiveness to identify optimization opportunities and inform future prioritization and investment decisions.
• Drive operational governance across loyalty initiatives, ensuring alignment between customer experience, business goals, technical capabilities, and execution timelines.
• Partner cross-functionally with Retail, CRM/Personalization, Analytics, Product, IT, Operations, and Finance teams to successfully implement loyalty initiatives and improve omnichannel customer experiences.
• Lead operational execution of loyalty campaigns, offers, promotions, and member experiences, ensuring accuracy, quality, and timely delivery across customer touchpoints.
• Partner with Analytics to define, track, and report on key loyalty KPIs including enrollment, activation, engagement, retention, repeat purchase behavior, and customer lifetime value.
• Identify operational challenges and proactively drive solutions that improve scalability, efficiency, customer experience, and overall program effectiveness.
• Maintain accountability for execution quality, operational accuracy, and follow-through across loyalty initiatives, including coordination of supporting resources as needed.
• Present roadmap priorities, program updates, recommendations, and performance insights to leadership and cross-functional stakeholders.

Qualifications

• Proven track record of leading loyalty programs and driving customer engagement and retention.
• Experience in developing and executing loyalty strategies and initiatives across multiple channels.
• Strong analytical skills with the ability to evaluate business impact and optimize loyalty programs.
• Excellent communication and collaboration skills to partner effectively with cross-functional teams.
• Ability to manage multiple projects simultaneously and prioritize tasks based on business impact and operational feasibility.
• Experience with data analysis tools and metrics to measure loyalty program performance.
• Understanding of customer journey mapping and its impact on loyalty program design.
• Knowledge of emerging loyalty trends and best practices in the industry.

Skills

• Strategic thinking and operational rigor.
• Customer-centric mindset with a focus on long-term member value.
• Strong project management and organizational skills.
• Effective communication and collaboration skills.
• Ability to influence stakeholders and drive accountability.
• Experience with loyalty program management software and tools.
• Understanding of customer journey mapping and its impact on loyalty program design.
• Knowledge of emerging loyalty trends and best practices in the industry.

Benefits

Skechers offers a comprehensive benefits package including health insurance, retirement plans, paid time off, and more. The company also provides a dynamic work environment with opportunities for growth and development.

Pay

The pay range for this position is $165,000-$195,000/yr USD.

Schedule

This is a full-time position with standard business hours.

Contact

To apply for this position, please email your resume and cover letter to [email protected].