Manager/ Asst Manager - Customer Experience

The Manager/ Asst Manager - Customer Experience will lead the strategic management and operational excellence of our retail contractor loyalty program, driving engagement, retention, and business value through effective program design and execution.Primary Responsibilities: Loyalty Program ManagementStrategic Program LeadershipOwn management of the retail contractor loyalty program, ensuring alignment with organizational priorities Define and refine program objectives, value propositions, and rewards based on contractor needs and business goalsDevelop and execute annual loyalty program roadmaps, including new initiatives, enhancements, and campaignsConduct regular program health assessments and implement corrective actions to optimize performance Enrollment and EngagementDesign and implement comprehensive enrollment strategies to maximize contractor participationCreate targeted communication campaigns to drive awareness, adoption, and active engagementDevelop segmentation strategies to deliver personalized experiences and relevant rewards to different contractor cohortsPartner with sales and field teams to identify and onboard eligible contractorsProcess Excellence and OperationsEstablish and maintain robust operational processes for program administration, including eligibility verification, points accrual, redemption management, and dispute resolutionEnsure seamless coordination between internal stakeholders (finance, IT, sales, marketing, operations) and external partners (vendors, technology providers)Develop standard operating procedures, process documentation, and training materials for program operationsMonitor program compliance with regulatory requirements and company policies Performance Management and AnalyticsDefine, track, and report on key performance indicators (KPIs) including enrollment rates, active participation, redemption patterns, contractor retention, incremental spend, and program ROIConduct data-driven analysis to identify trends, insights, and opportunities for program optimizationPrepare regular performance dashboards and executive presentations on program health and impact Research and InsightsSupport customer experience research initiatives including surveys, focus groups, and feedback analysisContribute to Voice of Customer (VoC) programs and help translate insights into actionable improvements Communication and CoordinationAssist in developing customer communication strategies across touchpointsCross functional coordination on customer experience initiativesSupport the planning and execution of customer engagement events