Senior Manager, Customer Loyalty & Retention—Impact Leader

2240 Service Experts Heating & AC LLC; Richardson (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

2240 Service Experts Heating & AC LLC is hiring a Sr. Manager, Customer Loyalty & Retention to lead the customer care loyalty and retention program and manage a 25–30 person team of loyalty, retention, and complaints specialists. This role reports to the Sr.

Director, Customer Care and will oversee escalations, regulatory compliance, and SLA management across the customer journey. The ideal candidate will drive cross-functional initiatives, develop plans to improve loyalty outcomes, and ensure

Qualifications

• 8+ years in customer experience, retention, or complaint resolution; HVAC/plumbing industry experience preferred.
• Proven ability to build complaint resolution and retention programs and present to leadership across the company.
• Minimum 4 years leading a high-performing team in a high-pressure environment.
• Experience in cross-functional leadership across business units.
• Post-secondary education degree completed.
• Proven track record with consumer insights programs.
• Strategic experience managing and driving CX roadmaps and stakeholder alignment.
• Experience designing programs to build customer loyalty.

Responsibilities

• Lead high-level executive and regulatory customer escalations with authorities and external bodies.
• Ensure timely, accurate, and compliant resolution of escalated matters within regulatory requirements and SLAs.
• Manage team performance against escalation KPIs and SLAs; implement corrective action when needed.
• Develop department plans to support loyalty and retention strategies and drive performance across the team.
• Lead customer loyalty and retention initiatives across main touchpoints (call centers, local centers, care teams).
• Oversee account settlements with customers and partners to resolve conflicts while preserving profitability and satisfaction.
• Collaborate with internal stakeholders to input into loyalty strategies and lead execution.
• Maintain escalation governance, reporting, and cross-functional coordination with Legal, Compliance, Operations, and Field Leadership.

Skills

Customer Experience

Customer Retention

Complaint Resolution

Leadership

Cross-functional Leadership

Regulatory Compliance

Education

Bachelor's degree

Job description

2240 Service Experts Heating & AC LLC is hiring a Sr. Manager, Customer Loyalty & Retention to lead the customer care loyalty and retention program and manage a 25–30 person team of loyalty, retention, and complaints specialists. This role reports to the Sr.

Director, Customer Care and will oversee escalations, regulatory compliance, and SLA management across the customer journey. The ideal candidate will drive cross-functional initiatives, develop plans to improve loyalty outcomes, and ensure