Loyalty Program Manager

August 27

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Connecting homeowners to home service pros 🏡

AIR CONDITIONING & HEATING • APPLIANCE REPAIR • AIR DUCT CLEANING • PLUMBING SERVICE • ELECTRICAL SERVICES

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Description

• Scale the project based on the determined targets and goals. • Manage all aspects of the new members’ application process, ensuring that new members receive prompt and high-quality service. • Monitor customer feedback, comments, and suggestions to ensure continuous improvement and growth. • Regularly review membership workflow and internal processes and make recommendations for improvement. • Segmentation of data and management of administrative processes. • Strengthen customer service and retention techniques. • Manage MailChimp and social media channels relating to customers attraction and retention. • Monitor and evaluate and update customers' services and benefits. • Ensure detailed analysis of customer profiles and data. • Ensure that communications related to loyalty and membership programs are accurate and timely and follow the company’s guidelines. • Manage and update the company's website to promote and maintain membership.

Requirements

• Minimum 5 years of experience in Product Growth, Customer Success, Customer Experience, and Marketing • Solid business background and understanding of B2B relationships. • Excellent written and verbal communication skills • Strong analytical and goal-oriented mindset backed by project management skills • Advanced product management knowledge and capabilities • Advanced knowledge of increasing Customer Lifetime Value (CLTV). • Experience with automation and ability to learn new software tools on the job. • Ability to transform customer conversations into business-driving relationships while still serving customer goals. • Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning. • Customer service skills.