Loyalty Strategy & Operations Director

Skechers; Manhattan Beach (CA); On-site; USD 165,000 - 195,000; Full time

Job summary

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

You will partner across Retail, CRM/Personalization, Analytics, Product, IT, Operations, and

Qualifications

• Experience leading loyalty programs across digital and retail channels.
• Translate customer insights into scalable, measurable initiatives.
• Proven ability to influence stakeholders and drive cross-functional outcomes.

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.
• 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.

Skills

Loyalty strategy

Operations leadership

Cross-functional collaboration

Analytics

CRM/Personalization

Omnichannel program management

Job description

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

You will partner across Retail, CRM/Personalization, Analytics, Product, IT, Operations, and