Senior Leader, Customer Loyalty & Retention

Service Experts; Richardson (TX); Presencial; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Service Experts seeks a Sr. Manager, Customer Loyalty & Retention to lead a 25–30 person team within the Customer Care organization. You will drive high-impact loyalty strategies, oversee escalation handling, and ensure compliant, timely resolutions across the customer journey.

You will partner with Legal, Compliance, Operations and field leadership to improve customer experience, retention, and lifetime value, while managing budgets and incentives for the team.

Formación

• 8+ years of experience in customer experience, retention, and/or complaint resolution.
• HVAC and Plumbing industry experience preferred.
• Minimum 4 years managing and leading a high performing team in a high-pressure environment.
• Experience in cross-functional leadership.
• Post-secondary education degree.
• Proven track record managing consumer insights programs.
• Strategic experience in managing and driving improvements in a customer experience roadmap.

Responsabilidades

• Lead high-impact complaint resolution, loyalty, and retention strategies across the customer journey.
• Oversee a 25–30 person team of loyalty, retention, and complaint specialists, including supervisors and team leaders.
• Ensure escalations are resolved timely, accurately, and in compliance with SLAs and regulatory requirements.
• Develop department plans to support loyalty and retention strategies and drive performance outcomes.
• Lead loyalty initiatives across call centers, local centers, and customer care teams.
• Negotiate settlements with customers and partners while maintaining profitability and satisfaction.
• Partner with stakeholders to input into loyalty strategies and drive execution.
• Maintain escalation governance, reporting, and cross-functional coordination with Legal and Compliance.

Conocimientos

Cross-functional leadership

Customer experience roadmap

Complaint resolution programs

Educación

Bachelor's Degree

Descripción del empleo

Service Experts seeks a Sr. Manager, Customer Loyalty & Retention to lead a 25–30 person team within the Customer Care organization. You will drive high-impact loyalty strategies, oversee escalation handling, and ensure compliant, timely resolutions across the customer journey.

You will partner with Legal, Compliance, Operations and field leadership to improve customer experience, retention, and lifetime value, while managing budgets and incentives for the team.