Senior Manager, Loyalty Operations

Job Summary

A company is looking for a Senior Manager, Loyalty Operations.

Key Responsibilities

• Lead customer retention strategies and oversee daily performance of retention teams
• Implement retention playbooks and analyze performance gaps to drive corrective actions
• Collaborate cross-functionally to enhance customer experience and refine save strategies

Required Qualifications

• 5-8+ years of experience in retention, loyalty, or customer save operations
• Proven track record in managing save rates and churn reduction
• Experience leading frontline save teams in ISP or telecom environments
• Familiarity with contact center technologies and CRM/billing platforms
• Experience with proactive retention strategies and outbound save campaigns