Senior Manager, Customer Loyalty & Retention & Escalations

2210 Advantage Experts Services LLC; Texas; On-site; USD 120,000 - 180,000; Full time

Job summary

Service Experts Heating & Air Conditioning is seeking a Sr. Manager, Customer Loyalty & Retention to lead a 25–30 person team focused on enhancing the customer journey and resolving escalations across care touchpoints. This role reports to the Sr.

Director, Customer Care and drives high-impact loyalty initiatives. Responsibilities include overseeing regulatory escalations, ensuring timely, compliant resolutions, and advancing retention strategies.

Qualifications

• Minimum 8 years of experience in customer experience, retention, or complaint resolution.
• Minimum 4 years leading a high-performing team in a demanding environment.
• Experience mapping customer journeys and implementing loyalty programs.
• Strong cross-functional collaboration with Legal, Compliance, Operations, and field leadership.

Responsibilities

• Lead high-level executive and regulatory customer escalations with external entities.
• Ensure compliant resolution of escalated matters within SLAs and regulatory requirements.
• Manage team performance against escalation KPIs and implement corrective action.
• Develop and implement loyalty and retention plans across customer touchpoints.
• Lead account settlement negotiations to resolve customer conflicts while preserving profitability and satisfaction.
• Partner with stakeholders to drive loyalty strategies and cross-functional execution.

Skills

Customer experience

Customer retention

Complaint resolution

Team leadership

Cross-functional leadership

Regulatory escalations

Data analysis

Education

Bachelor's Degree

Job description

Service Experts Heating & Air Conditioning is seeking a Sr. Manager, Customer Loyalty & Retention to lead a 25–30 person team focused on enhancing the customer journey and resolving escalations across care touchpoints. This role reports to the Sr.

Director, Customer Care and drives high-impact loyalty initiatives. Responsibilities include overseeing regulatory escalations, ensuring timely, compliant resolutions, and advancing retention strategies.