Sr Manager, Customer Loyalty and Retention

About the role

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, 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