Own retention across lifecycle marketing and loyalty programs to drive engagement, repeat purchases, and lifetime value for Mattel.

Responsibilities

• Shape the strategy, planning, and execution of customer lifecycle communications across email, SMS, loyalty, and other retention touchpoints.
• Drive lifecycle and retention initiatives that improve repeat purchase, engagement, loyalty participation, customer retention, and lifetime value.
• Oversee loyalty program strategy, roadmap, and performance, including member engagement, tier progression, benefits, and retention impact.
• Manage loyalty platform and vendor relationships, including capability evaluation, business requirements, implementation prioritization, and ongoing optimization.
• Translate customer and business needs into scalable loyalty capabilities and experiences in collaboration with cross-functional partners.
• Map customer journeys, identify gaps, prioritize opportunities, and align retention initiatives with business goals, campaign calendars, and operational readiness.
• Guide complex cross-functional retention initiatives from concept through launch across Product, IT, Finance, Retail, Customer Care, Data, and Marketing.
• Create alignment across stakeholders by defining requirements, decision frameworks, timelines, and communication plans.
• Serve as the retention lead in cross-functional planning and executive discussions
• Establish operating models, processes, and project management tools that improve visibility, accountability, and execution across retention initiatives.

Requirements

• 8+ years (6+ with MBA) of digital marketing experience across lifecycle and retention marketing, including email, CRM, loyalty, site marketing, and customer segmentation.
• Demonstrated success leading end-to-end lifecycle, CRM, and/or loyalty programs in a fast-paced direct-to-consumer environment.
• Proven track record of driving customer engagement, repeat purchase, and long-term lifetime value growth.
• Deep understanding of segmentation, customer lifecycle strategy, and cross-channel journey planning.
• Strong analytical mindset with the ability to interpret performance data, identify actionable insights, and translate findings into optimization opportunities.
• Strong knowledge of CRM, marketing automation, and campaign orchestration tools, including email service providers and audience management platforms.
• Working knowledge of customer data, reporting, and campaign operations, including audience management, tagging, and platform workflows.
• Experience leading complex cross-functional initiatives and aligning stakeholders across functions to deliver against business goals.
• Strong prioritization, project management, and operational skills, with the ability to balance strategic opportunities, team capacity, and business timelines.
• Excellent verbal and written communication skills, with the ability to clearly present plans, recommendations, and performance updates to senior management, peers, and direct reports.