Senior Manager CX & Loyalty

• Implement and refine strategies to improve retention, customer lifetime value, and long-term engagement
• Manage loyalty incentives and special experience programs based on customer lifecycle data
• Maintain brand voice and service excellence across all service channels (phone, chat, email, social, SMS)
• Direct daily operations with external service providers, monitoring quality, productivity, and customer outcomes
• Enforce consistent use of processes, tools, and quality standards across teams
• Partner with leadership to drive accountability and performance optimization
• Support configuration and best practices for platforms such as Zendesk, Ada, Shopify, Recharge, and internal CRM systems
• Analyze service reports and dashboards to identify trends, inform initiatives, and enhance KPIs such as first contact resolution, average handle time, and satisfaction scores
• Collaborate with product and technology teams to identify and resolve service friction points
• Align CX efforts with marketing campaigns, product launches, and promotional activity
• Provide customer insights to influence planning, innovation, and product development
• Track and report on performance metrics, highlighting areas for coaching and improvement
• Facilitate regular team and vendor meetings focused on continuous improvement
• Serve as an escalation point for complex customer situations, partnering with leadership to resolve issues effectively

• 6+ years in customer experience, customer service, or operations, preferably within a subscription, membership, or direct-to-consumer model
• Experience overseeing BPO/vendor operations across multiple digital service channels
• Demonstrated success with retention, loyalty programs, and re-engagement offers
• Proficiency in CX platforms such as Zendesk, Ada, Shopify, and Recharge
• Ability to interpret and act on performance analytics and customer insights
• Strong collaboration skills across marketing, technology, and product teams

Exposure to AI, automation, or technology-driven service innovations

• medical, vision, dental, and life and disability insurance
• eligibility to enroll in our company 401(k) plan