Senior Manager, Customer Experience & Loyalty Operations

Robert Half • El Segundo, CA • 5h ago

Description 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. TalentMatch®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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