Customer Loyalty Specialist

Job TitlePosition OverviewCustomer Loyalty Specialist - Geeks for Life (Subscription Experience)The Customer Loyalty Specialist is responsible for proactively managing and strengthening relationships with Geeks for Life subscribers. This role focuses on engagement, retention, and lifetime value growth by ensuring subscribers feel supported, heard, and continuously aware of the value of their membership.This is not a reactive support role — this position acts as a relationship manager for our subscription base, driving proactive communication, satisfaction, and renewal.Key ResponsibilitiesRelationship Management Build and maintain strong relationships with Geeks for Life subscribers. Conduct proactive outreach calls and follow-ups to ensure customer satisfaction. Act as the primary point of contact for subscription-related questions. Monitor subscriber activity and engagement trends. Retention & Loyalty Identify at-risk subscribers and implement recovery strategies. Reinforce membership value and educate customers on included benefits. Drive renewals and reduce churn. Promote additional relevant services when appropriate. Customer Experience Handle escalations with professionalism and empathy. Gather customer feedback and identify improvement opportunities. Ensure high NPS and CSAT scores within the subscriber base. Reporting & Performance Track churn rate, renewal rate, subscriber engagement metrics. Document customer interactions in CRM. Collaborate with Dispatch, QA, and Sales to improve subscriber experienceRequirements 2+ years in customer retention, loyalty, or account management. Strong relationship-building and communication skills. Comfortable with proactive outbound calls. Experience working with subscription-based services preferred. Ability to analyze trends and identify churn risks. CRM experience required. English fluency (spoken and written)