Loyalty & Retention Strategy Leader

Service Experts; Texas; On-site; USD 120,000 - 180,000; Full time

Job summary

Service Experts is seeking a Sr. Manager, Customer Loyalty & Retention to lead a 25–30 person team within our Customer Care organization. The role focuses on high-impact complaint resolution, loyalty and retention strategies, and executive escalation governance.

You will oversee operations, ensure regulatory compliance and SLA adherence, collaborate with Legal, Compliance, and Field leadership, and drive continuously improved customer journeys across touchpoints.

Qualifications

• Minimum 8 years in customer experience, retention, 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 across Legal, Compliance, Ops, and Field teams.
• Strategic experience in customer experience roadmaps and stakeholder alignment.
• Direct experience designing programs that build customer loyalty.

Responsibilities

• Lead high-level executive and regulatory escalations across multiple agencies and channels.
• Ensure timely, compliant resolution per regulatory requirements and SLAs.
• Manage team performance and KPIs, address gaps, and implement corrective actions.
• Develop and execute loyalty and retention programs across main touchpoints.
• Oversee escalation governance, reporting, and executive dashboards for trends.
• Collaborate with Legal, Compliance, Operations, and field leadership on complex disputes.

Skills

Customer experience

Leadership

Escalation management

Regulatory compliance

Data analysis

Process improvement

Cross-functional collaboration

Education

Bachelor's Degree

Job description

Service Experts is seeking a Sr. Manager, Customer Loyalty & Retention to lead a 25–30 person team within our Customer Care organization. The role focuses on high-impact complaint resolution, loyalty and retention strategies, and executive escalation governance.

You will oversee operations, ensure regulatory compliance and SLA adherence, collaborate with Legal, Compliance, and Field leadership, and drive continuously improved customer journeys across touchpoints.