Sr Manager, Customer Loyalty and Retention

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.

Responsibilities

Lead, oversee, and handle high-level executive and regulatory customer escalations; Ensure timely, accurate, and compliant resolution of escalated matters in accordance with regulatory requirements, contractual obligations, SOPs, and SLAs; Manage team performance and accountability against escalation KPIs and SLAs; Develop and department plans to support customer loyalty and retention strategies; Lead organization in executing the customer loyalty and retention program across main customer touchpoints; Lead account settlement negotiations with customers and business partners while maintaining profitability and customer satisfaction; Participate in discussions with strategic internal stakeholders to provide input into customer loyalty and advocacy strategies and lead their execution; Maintain strong escalation governance and reporting, including case documentation, executive visibility, trend identification, root-cause analysis, and cross-functional coordination; Lead and guide the team on resolution of simple to complex contract, service, and billing disputes; Work with Reporting team to develop reporting and executive dashboards; Manage technical applications and ensure reliability of systems used for case intake and management; Support leadership in process improvement initiatives; Conduct ongoing customer journey mapping and review processes for continuous improvement; Monitor customer feedback, NPS, CSAT, complaints, and root-cause trends; Partner with Contact Center Operations, Sales, and Field Operations to improve first-contact resolution and reduce repeat contacts; Manage and maintain employee incentive program and budget; Oversee 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 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 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; Minimum Education: Bachelor's Degree

Nice to have

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