Loyalty Program Manager

August 27, 2024

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Home Alliance

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Home Alliance is a comprehensive home service provider specializing in appliance repair, heating and air conditioning, plumbing, electrical services, and solar panel installations. They are known for their swift service and prioritize customer satisfaction, offering same-day solutions for emergencies. With over a thousand technicians across more than 30 cities, Home Alliance prides itself on reliable, professional service focused on making homes comfortable and efficient. The company also embraces technology, allowing customers to manage appointments digitally. They are committed to quality, providing warranties on installations and repairs.

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

11 - 50 employees

👥 B2C

⚡ Energy

📋 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.