Sr Manager, Customer Loyalty and Retention

Service Experts•Richardson, TX

About The Position

We are hiring a Sr. Manager, Customer Loyalty & Retention to join our Customer Care team. This position reports to the Sr. Director, Customer Care and will be responsible for executing and implementing high-impact complaint resolution, loyalty, and retention strategies across every phase of the Customer Care customer journey. The Sr. Manager will oversee the operations and performance and provide day-to-day guidance for a team of 25–30 customer loyalty, retention and complaint resolution specialists, including supervisors and team leaders.

Requirements

Minimum 8 years of experience in customer experience, customer retention, and/or complaint resolution role.
Experience building complaint resolution and retention programs, including experience preparing and presenting materials to leadership and across the company at all levels.
Minimum 4 years managing and leading a high performing team in a high-pressure environment, experience in a running a retention or complaints management team is preferred.
Experience in cross-functional leadership.
Completion of post-secondary education degree program.
A proven track record managing and acting on a consumer insights program.
Strategic experience in managing and driving improvements in a customer experience roadmap and connecting stakeholders across different business units.
Direct experience with customer relationship and designing and running programs that build customer loyalty.

Nice To Haves

HVAC and Plumbing Industry experience is preferred.
experience in a running a retention or complaints management team is preferred.

Responsibilities

Lead, oversee, and handle high-level executive and regulatory customer escalations, including matters originating from the Office of the President, Attorneys General, Better Business Bureau (BBB), consumer protection agencies, state regulatory or licensing boards, legal channels, media inquiries, and other external governing or compliance entities.
Ensure timely, accurate, and compliant resolution of escalated matters in accordance with all applicable regulatory requirements, mandated response timelines, contractual obligations, standard operating procedures, and established service-level agreements (SLAs).
Manage team performance and accountability against escalation KPIs and SLAs, including response time, resolution time, aging, backlog, quality, documentation, and compliance; proactively address performance gaps and implement corrective action when standards are not met.
Lead organization in executing the customer loyalty and retention program across main customer touchpoints, such as call center, local centers, and customer care teams.
Lead account settlement negotiations with customers and business partners to resolve customer conflict, while maintaining a profitability and customer satisfaction.
Participate in discussions with strategic with internal stakeholders to provide input into our customer loyalty and advocacy strategies and lead execution of those strategies.
Work with Reporting team to develop reporting and executive dashboards that highlight customer experience trends and opportunities.
Manage technical applications and ensure the reliability of systems used for case intake and management.
Conduct ongoing customer journey mapping and review processes for continuous improvements to drive and implement industry leading experiences.
Monitor customer feedback, NPS, CSAT, complaints, and root-cause trends, and address issues driving negative customer experiences.
Partner with Contact Center Operations, Sales, and Field Operations to improve first-contact resolution, reduce repeat contacts, and mitigate sales practices causing unnecessary customer escalations and contract terminations.
Manage and maintain employee incentive program and budget.