CAREERS & JOBS (LOYALTY & CX)

HOKA is hiring: Global Loyalty & Consumer Engagement Strategy Manager

At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.

Job Title: HOKA Global Loyalty & Consumer Engagement Strategy Manager

Reports to: Director, Global Loyalty

Location: Goleta, CA or Remote

Interested applicants must reside in one of the following approved states: Arizona, California, Colorado, Indiana, Massachusetts, Minnesota, New York, Oregon, Pennsylvania, Texas, Utah, Washington

The Role

Reporting to Director, Global Loyalty, the HOKA Global Loyalty & Consumer Engagement Strategy Manager will leverage strong customer marketing, loyalty, and analytical skills to develop loyalty and consumer engagement strategies that achieve organizational goals. They will work closely with Deckers Global Analytics, Global Brand Marketing, Global Consumer Insights, and Global DTC teams to analyze key consumer segments, design contact strategies and develop new consumer capabilities (inclusive of content, contact, offer and loyalty considerations). This person will help to drive the global loyalty and consumer engagement strategy and work with both regional and cross-functional partners (IT Development, Finance, Legal) to rapidly elevate personalization across touchpoints, build the global loyalty program and ultimately improve the engagement and profitability of each individual consumer turning customers into brand advocates.

We celebrate diversity–of your background, your experiences and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.

Your Impact

The primary functions of this role, include but are not limited to:

• Manage the build and implementation of the global HOKA loyalty program
• Manage the HOKA loyalty program roadmap, including its global expansion, ongoing measurement, optimization and development of new capabilities to ensure the program is delivering value to both customers and Deckers.
• Create leading edge consumer engagement experiences to capture data and drive loyalty enrollments across all channels globally (including marketing, site, store, operations and DTC technology teams)
• Own Test & Learn roadmap for consumer engagement & loyalty across channels and collaborate with regional teams to develop controlled tests to measure real world impact of segmented/personalized strategies & new DTC/Omni-Channel capabilities and develop case studies for rapid socialization and global adoption
• Integrate CRM contact strategies/consumer journeys with ecommerce and retail experiences
• Analyze global program and campaign performance data and drive improvements through scalable strategies
• Manage global loyalty analytics reporting suite and create global standardized reporting & cadence
• Collaborate with insights team to develop learning plans to inform consumer journeys and contact strategies
• Define and deliver strategic consumer journey maps that consider an array of communication contacts and channels (owned retail, ecom, wholesale)
• Identify gaps in retention and create contact strategies to improve engagement and revenue across channels
• Create segment anti-attrition programs to enhance engagement and reduce Loyalty program churn
• Collaborate with Deckers’ analytics and marketing teams to identify fertile consumer segments and to develop new reporting tools across brands and channels
• Create & Deliver best practices and Global toolkits to regional teams for them to adapt global, personalized contact strategies based on local consumers, product preferences, pricing, etc.
• Funnel customer retention/loyalty segments and data across marketing teams to drive acquisition strategy and targeting
• Provide stopgap strategy and executional support for regional marketing teams

Who You Are

• Highly analytical and data-driven decision maker
• Strong leadership skills and experience working across a large matrix organization with the ability to influence, work collaboratively, and gain consensus.
• Proven ability to identify, define and activate segment specific strategies
• Excellent project and change management skills
• Skilled at interpreting data and extracting key insights
• Demonstrated ability to implement programs through effective use of communication skills in formal and informal settings.
• Champion of measurable wins, ability to effectively socialize across the organization to rally adoption.
• Excellent written, oral and presentation communication skills
• Proven ability to establish and maintain effective working relationships across backgrounds, borders, functions
• Self-starter who can establish process and produce deliverables

We’d love to hear from people with

• 5-7 years managing loyalty marketing and/or CRM for a multi-channel retail company (experience with SMS/Push marketing as well as email a plus)
• Bachelor’s degree in Business, Marketing or Economics preferred; Masters a plus
• Strong track record of building, optimizing and scaling effective Loyalty/CRM channel campaigns for a diverse range of initiatives
• Experience and passion for loyalty programs, customer marketing, and analytics
• Excellent communicator and strong storyteller leveraging data to effectively communicate to stakeholders of all levels
• Customer-obsessed and focus on creating best-in-class customer and loyalty program experiences
• Team oriented and can work efficiently across multiple functional and regional stakeholders of all levels within the organization

What We’ll Give You

• Competitive Pay and Bonuses – We’ve created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they’re valued.
• Financial Planning and wellbeing – No matter what financial goals our employees have set, we want to help them get there. Our plans provide powerful ways to protect income, pay for expenses and invest in the future.
• Time away from work – Sometimes we need time away to be with family, focus on our health or just simply recharge. Our plans support our employees’ needs to get out, get healthy and come back stronger than ever.
• Extras, discounts and perks – Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras
• Growth and Development – Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opportunities and support for personal and professional development.
• Health and Wellness – There’s nothing basic about our comprehensive health and wellness programs and offerings. While at work and at play, we aim to support a healthy lifestyle.

$100,000 – $110,000

The salary range posted reflects the minimum and maximum target for new hire salaries for this role in our Goleta, CA location. Individual pay will be determined by location and additional factors, including job related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary for your preferred location during the hiring process.

Equal Employment Opportunity

Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants regardless of their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.