Senior Manager, Customer Experience & Loyalty Operations

Senior Manager of Customer Experience & Loyalty Operations

We are looking for an experienced Senior Manager of Customer Experience & Loyalty Operations to join our team on a contract basis in El Segundo, California. In this role, you will play a pivotal part in enhancing customer satisfaction, loyalty, and retention strategies for subscription-based beauty brands. The position requires a strong focus on operational excellence, vendor management, and collaboration across departments to drive impactful initiatives.

Responsibilities:

• Develop and implement customer experience and retention strategies to enhance satisfaction and engagement.
• Design and manage loyalty programs, including Surprise & Delight initiatives tailored to customer tenure and behavior.
• Oversee vendor operations and ensure adherence to quality standards through performance reviews and coaching.
• Optimize CX tools and platforms such as Zendesk, Ada, Shopify, and Recharge to improve efficiency and customer support.
• Analyze data trends and create actionable insights to address customer pain points and improve retention.
• Collaborate with Product, Marketing, and Creative teams to align customer experience with campaigns and brand strategies.
• Act as a key escalation point for complex customer issues, ensuring timely resolution and customer satisfaction.
• Monitor key performance metrics and provide regular reports to identify opportunities for improvement.
• Lead team meetings and contribute to performance reviews, emphasizing continuous growth and optimization.
• Partner with technical teams to recommend enhancements to processes and tools for better customer service delivery.

Requirements:

• At least 6 years of experience in customer experience or service within subscription or membership-based models.
• Proven track record in managing vendor operations and ensuring quality across multiple service channels.
• Strong understanding of retention strategies, loyalty programs, and customer engagement initiatives.
• Hands-on experience with CX platforms such as Zendesk, Ada, Shopify, Recharge, and QA tools.
• Ability to analyze performance metrics and dashboards to make data-driven decisions.
• Excellent collaboration skills to work effectively with cross-functional teams including Marketing, Tech, and Product.
• Familiarity with AI, automation, or innovative approaches in customer care is a plus.
• Exceptional problem-solving skills and the ability to manage escalations effectively.