Senior Manager, Customer Loyalty & Retention

Service Experts; Richardson (TX); On-site; USD 110,000 - 170,000; Full time

Job summary

Service Experts is seeking a Sr. Manager, Customer Loyalty & Retention to lead a team of 25–30 specialists within the Customer Care organization. You will drive loyalty, retention, and complaint resolution strategies across the customer journey and oversee executive escalations and regulatory compliance.

You will partner with Legal, Compliance, Operations, and Field leadership to improve outcomes, reporting, and lifecycle value, while managing budgets and perfomance against SLAs and KPIs.

Qualifications

• Minimum 8 years in customer experience, retention, or complaint resolution.
• HVAC and Plumbing industry experience is preferred.
• Experience managing a high-performing team in a high-pressure environment.
• Experience presenting materials to leadership across company levels.
• Strategic experience in customer experience roadmaps and cross-unit collaboration.
• Post-secondary education completed.

Responsibilities

• Lead high-level executive escalations and regulatory inquiries with accountability for timelines and compliance.
• Oversee governance, SLA management, and cross-functional coordination for complex cases.
• Develop plans to drive loyalty and retention across all customer touchpoints and portfolios.
• Ensure accurate reporting, dashboards, and executive visibility on customer experience trends.
• Improve processes and gather data to drive continuous improvements in customer journeys.
• Manage team performance, budgets, and incentive programs.
• Collaborate with Legal, Compliance, Operations, and Field Leadership on risk and resolution.

Skills

Customer Experience

Retention Programs

Leadership

Escalation Management

Cross-functional Collaboration

Regulatory Compliance

Education

Bachelor's Degree

Tools

CRM systems

Data dashboards

Case management software

Job description

Service Experts is seeking a Sr. Manager, Customer Loyalty & Retention to lead a team of 25–30 specialists within the Customer Care organization. You will drive loyalty, retention, and complaint resolution strategies across the customer journey and oversee executive escalations and regulatory compliance.

You will partner with Legal, Compliance, Operations, and Field leadership to improve outcomes, reporting, and lifecycle value, while managing budgets and perfomance against SLAs and KPIs.