Job Description

The Opportunity:

As a Manager, CRM within the DTC organization, you will lead a team responsible for the global customer relationship management (CRM) program including e-mail, loyalty, membership, and retention marketing. You’ll be responsible for LTV, requiring the development and execution of a comprehensive marketing strategy across channels. You will drive customer repeat purchase rates, satisfaction, and overall experience. This role will partner with cross-functional teams to deliver data-driven and customer-obsessed marketing plans. You will also leverage consumer data and insights to inform the broader marketing strategy and execution.

What Your Impact Will Be:

Digital Customer Retention Marketing:

• Guide the global CRM strategy, foundation, and roadmap to increase customer retention rate, drive repeat purchases, and increase customer lifetime value.
• Develop and execute full-funnel strategies and communications for personalized customer journeys (pre/post engagement) including email, SMS, loyalty, etc
• Evolve the membership and loyalty program and extend to new audiences
• Partner with Media team to develop, implement, test and scale data-driven audience-based marketing efforts.
• Collaborate with Social, Media, Ecomm and Promotions team to map user journeys to identify gaps and opportunities in the customer experience across all touchpoints within Lifecycle Marketing campaigns.
• Provide recommendations for best-in-class retention practices, including 1:1 personalization, triggers, email deliverability, send frequency, subject line best practices and best-in-class creative approaches to refine and improve all email & customer retention KPI’s.

Set and standardize ongoing reporting & metrics

• Develop a customer lifetime value model
• Create key retention metrics and email performance reporting and share insights with broader DTC and e-commerce teams to drive action
• Define and track robust KPIs relevant to lifecycle/retention, identifying trends and using data to optimize program goals.
• Partner with Data Analytics, Finance, and other counterparts to forecast, manage, and analyze program performance metrics.
• Evaluate program performance and investigate opportunities to increase member engagement (e.g., ROI, new member acquisition and activation goals, etc.)

Qualifications

What We’re Looking For:

• 7+ years in a senior Digital Marketing role in driving lifecycle and retention marketing including email, CRM, loyalty, site marketing & customer segmentation
• Prior experience within a global direct-to-consumer retail environment with a multi-brand portfolio
• Proven track record in delivering long-term member engagement and lifetime profit growth.
• Solid understanding of available tools in the landscape including (but not limited to) CRM, marketing automation, audience management, and email service platforms (ESPs).
• Strong data-driven mentality with the ability to interpret data and identify actionable insights to inform engagement strategies.
• Ability to build partnerships and influence across cross-functional teams.
• Excellent communication, collaboration, interpersonal, and EQ skills will be required to clearly share plans and strategies with senior management, peers, and direct reports.
• Entrepreneurial spirit and knowledge seeker - stays up to date on competition and trends

**The annual base salary range for this position is between $120,000 - $144,000.
This range is indicative of projected hiring range, however annual base salary will be determined based on a candidate’s work location, skills and experience.

Additional Information

Don’t meet every single requirement? At Mattel we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

What It’s Like to Work Here:

We are a purpose driven company aiming to empower the next generation 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.

Our Approach to Flexible Work:

We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:

Mattel is a leading global toy company and owner of one of the strongest catalogs of children’s and family entertainment franchises in the world. We create innovative products and experiences that inspire, entertain and develop children through play. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO and MEGA, as well as other popular intellectual properties that we own or license in partnership with global entertainment companies. Our offerings include film and television content, gaming, music and live events. We operate in 35 locations and our products are available in more than 150 countries 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 children to explore the wonder of childhood and reach their full potential.

Mattel is recognized for the second year in a row as a Great Place to Work™ and as one of Fast Company’s Best Workplaces for Innovators in 2022.

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

Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, military spouses, individuals with disabilities, and those of all sexual orientations and gender identities.