Job Overview
We are seeking a dedicated and dynamic Customer Experience & Loyalty Program Manager to enhance our customer engagement strategies and drive loyalty initiatives. This role is pivotal in ensuring our customers receive exceptional service while fostering long-term relationships. The ideal candidate will be passionate about customer satisfaction, possess strong analytical skills, and have a proven track record in client services.
Responsibilities
- Develop and implement customer experience strategies to enhance loyalty and retention.
- Analyze customer feedback and data to identify trends and areas for improvement.
- Manage the loyalty program, ensuring it meets customer needs and aligns with business objectives.
- Collaborate with sales and marketing teams to create promotional campaigns that drive engagement.
- Provide exceptional customer support through various channels, including phone, email, and chat.
- Conduct outbound calling to gather insights from customers regarding their experiences.
- Train and mentor team members on best practices in customer service and communication.
- Maintain accurate records of customer interactions, data entry, and analysis of program performance.
Requirements
- Bilingual or multilingual proficiency is preferred, with strong English communication skills.
- Proven experience in customer service or client services roles, preferably in a call center environment.
- Strong sales acumen with the ability to engage customers effectively.
- Excellent phone etiquette and interpersonal skills for effective communication with clients.
- Proficiency in Microsoft Office applications and general computer skills for data management.
- Strong typing skills for efficient documentation of customer interactions.
- Ability to analyze data to drive decision-making and improve customer experience initiatives.
- Previous experience handling cash transactions is a plus. Join us in creating memorable experiences for our customers while building lasting loyalty through innovative programs!
Job Types: Full-time, Part-time, Contract
Pay: $51,021.88 - $61,445.71 per year
Benefits:
- 401(k)
- Flexible schedule
- Health insurance
- Paid time off
- Work from home
Location:
Work Location: Remote
