Director, Loyalty Strategy & Operations

FashionUnited; Manhattan Beach, Northern (CA, KY); Hybrid; USD 165,000 - 195,000; Full time

Job summary

Skechers is seeking an experienced Director, Loyalty Strategy & Operations to lead the strategy, execution, and operational evolution of the loyalty program across digital and retail channels.

This role requires a hands-on leader who can drive initiatives from concept to execution, build structure and process in a fast-paced environment, and partner effectively with Retail, CRM/Personalization, Analytics, Product, IT, Operations, and Finance teams.

Qualifications

• Experience leading loyalty programs at scale.
• Strong collaboration with cross-functional teams including Retail, CRM, Analytics, Product, IT, Operations, and Finance.
• Proven ability to translate strategy into actionable programs and initiatives.

Responsibilities

• Own and evolve the loyalty program roadmap, prioritizing initiatives based on customer insights, business impact, operational feasibility, and long-term program goals.
• Own the loyalty business roadmap and partner with Loyalty Product and Technology teams to align priorities and drive execution.
• Develop and execute loyalty strategies to improve engagement, retention, and long-term member value across retail and digital channels.
• Evaluate loyalty performance, customer behavior, and initiative effectiveness to inform prioritization and investment decisions.
• Drive operational governance to align customer experience, business goals, and technical capabilities.
• Lead operational execution of loyalty campaigns, offers, promotions, and member experiences across touchpoints.
• Define, track, and report on loyalty KPIs with Analytics to measure enrollment, activation, engagement, retention, and lifetime value.
• Identify and resolve operational challenges to improve scalability and efficiency.

Skills

Leadership

Loyalty programs

Cross-functional collaboration

Data analytics

Strategic thinking

Tools

CRM platforms

Analytics tools

ERP/IT systems

Job description

Skechers is seeking an experienced and highly motivated Director, Loyalty Strategy & Operations to help lead the strategy, execution, and operational evolution of the Skechers loyalty program across digital and retail channels. This role will be responsible for driving customer engagement, activation, retention, and long-term member value while ensuring loyalty initiatives are operationally scalable, measurable, and aligned with broader business objectives.

This role requires a highly hands‑on leader who can independently drive initiatives from concept through execution, build structure and process in a fast-paced environment, and partner effectively across Retail, CRM/Personalization, Analytics, Product, IT, Operations, and Finance teams. The ideal candidate is equally comfortable developing strategy, evaluating business impact, influencing stakeholders, managing operational details, and driving accountability across complex cross-functional initiatives.

The ideal candidate combines strategic thinking with operational rigor and has a strong ability to connect customer experience improvements to measurable business outcomes.

• 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.
• Own the loyalty business roadmap and partner closely with Loyalty Product and Technology teams to align priorities, define business needs, and support execution of initiatives that drive customer and business impact.
• 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.
• Stay informed on industry trends, competitive landscape, emerging technologies, and loyalty best practice .

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

About Skechers

Skechers, a global Fortune 500® company, developsand markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,300 Skechers retail locations.

Equal Employment Opportunity

Skechers is committed to providing a safe, inclusive, and respectful work environment. Skechers provides equal employment opportunities for all employees and applicants for employment without regard race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation, or any other protected characteristic established by local, state or federal law.

Reasonable Accommodation

Applicants for employment who require a reasonable accommodation to apply for a job should request appropriate accommodation by emailing [e-mail].

To perform this job successfully, an individual must be able to perform each job responsibility 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.

Want to know more about working at Skechers?