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

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

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