Manager, Loyalty Store Operations

WHO WE ARE:

Headquartered in Southern California, Skechers—the Comfort Technology Company®—has spent over 30 years helping men, women, and kids everywhere look and feel good. Comfort innovation is at the core of everything we do, driving the development of stylish, high-quality products at a great value. From our diverse footwear collections to our expanding range of apparel and accessories, Skechers is a complete lifestyle brand.

ABOUT THE ROLE:

The Manager, Loyalty Store Operations is responsible for ensuring a seamless and consistent loyalty experience across all retail stores. This role serves as the critical bridge between Digital (CRM & Loyalty), Retail (Operations & Marketing), and Customer Service to ensure loyalty program benefits, promotions, and processes are executed effectively in-store.

This individual owns the operational integrity and performance of the loyalty experience in stores—driving adoption, accountability, and alignment with broader business goals. The role focuses on embedding loyalty into daily store operations, ensuring consistent execution, and improving customer experience while supporting long-term customer retention and lifetime value.

WHAT YOU’LL DO:

In-Store Loyalty Experience Ownership

• Own the end-to-end in-store loyalty experience, including enrollment, associate engagement, and POS execution.
• Ensure loyalty benefits (rewards, points, offers) are applied accurately and consistently at POS
• Identify and address friction points across key customer journeys (earn, redeem, returns, exchanges)
• Partner with Customer Service to resolve experience gaps impacting customer satisfaction and retention

Store Loyalty Performance & Accountability

• Establish loyalty as a measurable and accountable KPI within store operations
• Define store-level performance expectations in partnership with Retail leadership
• Monitor and report on store performance against key loyalty metrics
• Identify underperforming stores and partner with field leadership to implement improvement plans
• Drive accountability by connecting loyalty performance to business outcomes such as revenue, retention, and customer lifetime value

Store Enablement & Engagement

• Partner with Retail Operations to support training materials and playbooks for store associates
• Ensure clear communication of loyalty program updates, promotions, and changes
• Drive adoption of loyalty initiatives by aligning with store priorities and operational workflows
• Ensure in-store marketing (e.g., signage, promotional messaging) aligns with loyalty strategy and is executed consistently
• Act as the voice of the store within Digital and Loyalty teams, incorporating field feedback into continuous improvement

Program Launch & Operational Readiness

• Support rollout of new loyalty features, promotions, and enhancements in stores
• Ensure operational readiness across systems, processes, and training
• Validate that new experiences work as intended before and after launch

Reporting & Performance Insights

• Partner with Analytics teams to build and maintain reporting dashboards for store-level loyalty performance
• Identify trends and systemic issues impacting customer experience and store execution
• Translate insights into actionable recommendations to improve performance and program effectiveness
• Provide regular updates to Digital, Retail, and Leadership on performance, risks, and opportunities
• Connect store-level performance to broader business outcomes, including retention and customer lifetime value

WHAT YOU’LL BRING:

• 3+ years of direct experience in retail store operations, field management, or loyalty program execution in a retail environment
• Proven ability to influence cross-functional teams and drive behavior change without direct authority
• Strong business acumen with the ability to connect operational performance to financial outcomes
• Highly proactive, solutions-oriented, and comfortable navigating ambiguity
• Demonstrated experience conducting operational audits, gap analyses, or process improvement initiatives in a retail or omnichannel context
• Experience managing cross-functional program rollouts
• High attention to detail with a focus on execution and follow-through
• Willingness to travel to stores and field meetings as needed

REQUIREMENTS:

• Bachelor’s Degree in Business, Marketing, Retail Management, or related field
• 5–8+ years of overall professional experience in Retail Operations, CRM/Loyalty, or Omnichannel Operations, including 3+ years in a directly related role