Loyalty Program Manager

Are you looking for the opportunity to grow something from scratch? Are you not afraid to put a target and execute it? Do you already have experience creating successful memberships? If the answers to these questions are yes, our company is for you!

Home Alliance group is the Uber for Home Services. Do you want to be part of building an Uber for Home Services?

Home Alliance is a growing nationwide network of home service experts on a mission to bring world-class service to every American household with the utmost convenience. We are committed to providing convenient, comprehensive, and ‌professional home services to families nationwide. We are guided by values of customer obsession, an execution-first approach, and an "invent and simplify" mentality.

As our Loyalty Program Manager, your job will be to support our goal: to take care of the homes of our clients as our own by subscribing members for life by exceeding our customer's expectations and providing a one-stop shop and special savings for all their home service needs. You will be responsible for maintaining a strong customer focus while scaling projects and building new revenue streams.

We are looking for candidates who are ready to accept the challenge of  growing the project 6x within a year, developing processes and coordinating people to ensure that the membership project achieves the desired results. 

What you will be doing:

• Scale the project based on the determined targets and goals. Manage all aspects of the new members’ application process, ensuring that new members receive prompt and high-quality service.
  

• Monitor customer feedback, comments, and suggestions to ensure continuous improvement and growth.
• Regularly review membership workflow and internal processes and make recommendations for improvement.
• Segmentation of data and management of administrative processes.
• Strengthen customer service and retention techniques. 
• Manage MailChimp and social media channels relating to customers attraction and retention.
• Monitor and evaluate and update customers' services and benefits.
• Ensure detailed analysis of customer profiles and data.
• Ensure that communications related to loyalty and membership programs are accurate and timely and follow the company’s guidelines.
• Manage and update the company's website to promote and maintain membership.

What knowledge and skills you need to have

• Minimum 5 years of experience in Product Growth, Customer Success, Customer Experience, and Marketing
• Solid business background and understanding of B2B relationships.
• Excellent written and verbal communication skills
• Strong analytical and goal-oriented mindset backed by project management skills
• Advanced product management knowledge and capabilities
• Advanced knowledge of increasing Customer Lifetime Value (CLTV).
• Experience with automation and ability to learn new software tools on the job.
• Ability to transform customer conversations into business-driving relationships while still serving customer goals.
• Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.
• Customer service skills.