Loyalty Program Manager

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The Team:

The Mattel Ecommerce team is building global, best-in-class digital destinations for Mattel brands that connect with and inspire our consumers, showcase the full value of our IP, and deliver results to the company.  The direct-to-consumer business has an ambitious growth agenda and is on the journey to scaling into a global organization.  Our digital marketing team is looking to add a Loyalty Program Manager to the team to further develop our consumer relationships and drive long-term value.

The Opportunity: 

The Loyalty Program Manager is responsible for both the day-to-day management and the ongoing optimization of existing loyalty programs, as well as collaborating with the Director of DTC Marketing in the design and development of new loyalty programs and strategies.

What Your Impact Will Be: 

• Day-To-Day Program Management
  • Creates and manages ongoing loyalty program management, including roadmap updates, prioritization, and sequencing to support business goals.
  • Executes strategies across the member lifecycle: acquisition, engagement, retention, and reactivation.
  • Partners with cross functional teams (GBT, Web/Merch, Community, Product Management, Customer Service) to assess feature requests, resolve issues, and implement enhancements across front end and backend systems.
  • Ensures loyalty initiatives align with brand, channel, and product roadmaps for a cohesive consumer experience.
  • Works closely with CRM to develop, test, and optimize loyalty messaging and communication flows.
  • Equips Customer Service with the tools, training, and messaging needed to deliver exceptional member support.
  • Acts as the organization’s subject matter expert on loyalty platforms, program mechanics, and best practices.
• Program Growth & Innovation
  • Identifies new loyalty strategies, member benefits, and program structures that align with consumer insights and business needs.
  • Develops business cases, requirements, and ROI models to inform decision making.
  • Collaborates with cross-functional teams to assess feasibility and build recommendations.
  • Leads end to end development and launch of new loyalty programs, features, or benefits, overseeing cross functional readiness and execution.
• Measurement
  • Establishes reporting and analytics requirements for loyalty program reporting and insights, and shares those insights regularly with key stakeholders
  • Evaluates program performance and investigates opportunities to recommend promotions and strategies that inform program spend and member engagement (e.g., ROI, new member acquisition and activation goals, increased frequency, etc.)
• Optimization
  • Integrates market research, consumer feedback, digital performance data, industry trends, and the competitive landscape to guide business needs and identify new opportunities that deliver best-in-class loyalty member experiences
  • Owns the test-and-learn approach to optimize the consumer experience with loyalty programs by partnering with CRM, UX, Product Management and others
  • Guides the modeling, analysis and data science needs required to optimize loyalty programs

What We’re Looking For:

• 8+ years’ work experience in loyalty, ecommerce, digital marketing or related function
• 5+ years’ hands-on work experience managing consumer loyalty programs
• Experience in direct-to-consumer retail or multi-brand environments, ideally with ecommerce or multichannel focus.
• Strategic with a focus on execution - hands on experience managing loyalty programs within Shopify, including use of key integration platforms (e.g., Yotpo, LoyaltyLion, Bubblehouse) for program setup, operations, and optimization.
• You thrive in a collaborative, one-team culture and bring team members along the journey.
• Strong analytical skills with proven experience using reporting tools, evaluating performance, and guiding analytics or data science partners to meet loyalty business needs.
• Proven success partnering with IT, Product Management, and channel owners to deliver seamless end-to-end consumer experiences.
• Excellent project management skills with the ability to manage multiple workstreams in a fast‑paced environment.
• Confident communicator with the ability to present ideas clearly and influence stakeholders at all levels.
• Entrepreneurial mindset with the ability to proactively identify opportunities and drive initiatives forward.
• Bring creativity to the role, designing memorable loyalty experiences, including sweepstakes, exclusive content, behind the scenes access, experiential rewards, and branded moments that deepen emotional connection with fans.

*The pay range is indicative of projected hiring range, however base pay will be determined based on a candidate’s work location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential. 

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles. Join Mattel's Talent Community and start receiving exciting updates about our company, our employees, and our culture. Also, interested in signing up for job alerts? Do so here!

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy