Customer Loyalty & Retention Leader (Senior Manager)

Service Experts LLC

Richardson, Northern (TX, KY)

Hybrid

USD 110,000 - 160,000

Full time

4 days ago

Be an early applicant

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Service Experts LLC is hiring a Sr. Manager, Customer Loyalty & Retention to drive high-impact resolution, loyalty, and retention strategies across the customer journey.

You will oversee 25–30 specialists, ensuring regulatory compliance, SLA adherence, and executive escalation handling with cross-functional support from Legal, Compliance, and Operations. The role focuses on distributing accountability, improving CSAT/NPS, and delivering value through a robust loyalty program and customer

Qualifications

8+ years in customer experience, loyalty or complaint resolution.
Experience building loyalty/retention programs and presenting to leadership.
4+ years leading a high-performing team in a high-pressure environment.
Cross-functional leadership and stakeholder management.

Responsibilities

Lead escalation governance, regulatory compliance, and SLA adherence.
Oversee loyalty and retention programs across customer touchpoints.
Manage a team of 25–30 specialists, supervisors and team leaders.
Develop and monitor executive dashboards on CX trends and KPIs.
Collaborate with Legal, Compliance, Operations and Field Leadership.

Skills

Customer loyalty

Escalation management

Team leadership

Cross-functional collaboration

Data analysis

Process improvement

Strategic planning

NPS/CSAT focus

Education

Bachelor's Degree

Tools

CRM systems

Reporting dashboards

Job description

Service Experts LLC is hiring a Sr. Manager, Customer Loyalty & Retention to drive high-impact resolution, loyalty, and retention strategies across the customer journey.

Get your free, confidential resume review.

or drag and drop your file here.