Manager of Customer Retention Operations Strategy
Job ID #: 10512
Company: Hotels.com
Location: USA - TX - Dallas
Functional Area: Customer Service and Call Center
Employment Type: Full-Time Regular
Education Required: Bachelors
Experience Required: 5-7 Years
Relocation Provided: Yes
Position Description
Manager of Customer Retention Operations Strategy
This role will lead operations strategy for high value customer retention at hotels.com North America. The primary objective of this role is to define operations strategy to meet business goals and requirements for high value customer retention programs. The individual will be responsible for defining and designing processes, policies and procedures to ensure superior customer service experience for high value customers.
The individual should be a strategic thinker with knowledge of call center operations. He/she will be measured on customer satisfaction, retention and service key performance indicators. This role will be responsible for continuous and sustainable customer operations and process improvements. The individual will be expected to build strong work relationships with cross functional teams including marketing, service delivery, reporting & analytics and call center floor management.
Position Responsibilities:
Recommend and drive continuous operations and process improvement for the high value customer retention program.
Provide guidance to business and marketing teams on effective ways to improve overall customer satisfaction and retention.
Identify, analyze, develop and recommend actions for increased customer service performance.
Constantly monitor and provide feedback to business on key customer issues and opportunities.
Monitor customer satisfaction and operations key performance indicators on a daily basis
Participate in quality calibration process to ensure consistent service quality
Review customer service results with VP and Director of operations
Requirements:
The successful candidate will have operations strategy experience with a top process consulting company. The candidate must have experience in retail customer relationship management and call center. The candidate must have initiative, be a quick learner, detail oriented, possess excellent problem solving skills and must be able to work in a matrix remote environment.
In addition, the candidate must possess the following:
3-5 years of process or operations improvement work experience from a top process consulting firm or a top retail company
2-3 years of operations management experience in a dynamic customer service environment
Must have great people skills and strong leadership experience
Ability to effectively manage and motivate teams individually and through others
Flexibility to execute and multi task in a fast-pace setting remote environment
Strong interpersonal skills and demonstrated ability to work in a team environment
Working knowledge of contact centre technologies – keeps current with emerging changes in contact centre industry and technologies
Outstanding communication, presentation and collaboration skills
Proficiency in Excel, PowerPoint, Word and Outlook
Proven business, leadership and performance management skills
Travel and retail experience preferred but not required