Sr Manager, Customer Loyalty and Retention

Welcome!

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Responsible for executive escalation ownership, regulatory compliance, SLA management, and team accountability:

· 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.

Develop and department plans to support the customer loyalty and retention strategies and implement processes to produce the desired performance outcomes of the entire team and the customer portfolio.

· 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.

Maintain strong escalation governance and reporting, ensuring appropriate case documentation, executive visibility, trend identification, root-cause analysis, and cross-functional coordination with Legal, Compliance, Operations, and field leadership for high-risk or sensitive customer matters. Lead and guide the team on resolution of simple to complex contract, service, and billing disputes, while working cross-functionally to achieve and improve satisfaction, retention, and lifetime value.

· 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.

Support leadership in process improvement initiatives and gathering and analyzing data to identify process and business improvement opportunities.

· 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.

Key Performance Indicators

· Customer Satisfaction (CSAT)

· Net Promoter Score (NPS)

· Customer Retention Rate

· Case Resolution Time

· First Contact Resolution

· Complaint Reduction

· Settlement – cash loss and revenue leakage

Qualifications:

· Minimum 8 years of experience in customer experience, customer retention, and/or complaint resolution role. HVAC and Plumbing Industry experience is preferred.

· 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.

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The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com