Senior Manager, Customer Loyalty & Retention Strategy

Service Experts; Richardson (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Service Experts is hiring a Sr. Manager, Customer Loyalty & Retention to join our Customer Care team.

This leader will execute high-impact loyalty, retention and complaint-resolution strategies across the customer journey, guiding a 25–30 person team of specialists, supervisors and team leaders. You will own escalation governance, ensure regulatory compliance, manage SLAs, and partner with Legal, Compliance and Operations to improve satisfaction, retention, and lifetime value across main

Qualifications

• Experience building complaint resolution and retention programs.
• Ability to present materials to leadership across the company.
• Proven track record in customer experience improvements.

Responsibilities

• Lead high-level escalation ownership and regulatory compliance across the customer journey.
• Oversee a 25–30 person loyalty, retention and complaints team (supervisors and team leads).
• Develop and execute loyalty and retention strategies across main touchpoints.

Skills

Customer experience leadership

Retention program design

Escalation management

Cross-functional leadership

Education

Bachelor's Degree

Job description

Service Experts is hiring a Sr. Manager, Customer Loyalty & Retention to join our Customer Care team.

This leader will execute high-impact loyalty, retention and complaint-resolution strategies across the customer journey, guiding a 25–30 person team of specialists, supervisors and team leaders. You will own escalation governance, ensure regulatory compliance, manage SLAs, and partner with Legal, Compliance and Operations to improve satisfaction, retention, and lifetime value across main