Reporting to the Chief Customer Officer, the Director, Loyalty & Retention will drive long-term growth for TouchBistro through innovative and impactful Loyalty & Retention programs and operational excellence. We are looking for a creative and gritty individual to help lead us in translating business goals into engaging omni-channel customer experiences that drive proactive product adoption, engagement, and advocacy from our customers by leveraging the spectrum of channels available to us (phone, email, in-product, on-site, social, etc.). In addition to being accountable for Loyalty, the successful candidate will also oversee programmatic proactive at-risk strategies, reactivate save activities, and finally all credit and collections activities.

The Director, Loyalty & Retention will appeal to a thoughtful, customer centric, action-oriented individual who thrives in a fast-paced, demanding, high-growth environment and who can balance near term improvements with longer term transformation. This role represents a unique opportunity to build on past successes, and directly impact the continued growth of TouchBistro.

Your Day-to-Day

• Work at the strategic level to define strategies across all channels and touch points, leveraging both direct reports and matrixed capabilities to accomplish goals
• Establish programs (customer targeting/segmentation, messaging, offers, conversion targets, and reporting) to encourage product adoption and engagement to proactively identify at-risk customers, and to mitigate reactive cancellation requests
• Use your deep understanding of customer journeys to plan, build, execute, and own scalable, predictable, and repeatable lifecycle CRM programs that focus on growing and engaging our customer base
• Define and optimize the customer experience through journey mapping where adoption opportunities exist; identify ‘moments that matter’ and define action plans to optimize those interactions
• Create dashboards, KPIs, and targets; broadly socialize and educate on insights; provide prioritized recommendations for both immediate and long term improvements
• Provide strategic recommendations and advice to key senior stakeholders regarding customer retention and loyalty opportunities that will produce positive results aligned with business objectives
• Develop an organization-wide escalation management model to resolve issues faster and to full resolution; implement an Office of the President model
• Devise and implement collection strategies to improve outstanding receivables metrics and mitigate for revenue leakage driven by bad debt
• Identify and champion billing platform optimizations to improve operations and mitigate revenue leakage
• Work with Product Ops, Product Marketing and Marketing to ensure customer-facing initiatives align with the desired Loyalty & Retention objectives; specifically that initiatives are sized for churn impacts and that those impacts are socialized before implementation
• Oversee the day-to-day operations of the Loyalty & Adoption, Care (Retention), and Accounts Receivables teams
• Hire, lead, develop and inspire highly talented, customer-focused professionals to build a best-in-class Loyalty & Retention team

All About You

• You have 10+ years of loyalty, retention (market and verticals don’t matter); ideally spanning across functional areas (e.g. customer service, operations, product design and development, and/or strategy)
• You have experience developing and driving key customer experience metrics
• You're familiar with concepts and implementation of customer experience mapping, blueprint creation and action-planning to facilitate cross functional implementation
• You have a wealth of operational experience and are an expert in leading leaders who manage front line teams (contact centre, logistics team, field services. etc.)
• You're an entrepreneur with a flexible approach to problem solving; you have proven experience working on innovative and complex projects/deliverables in a fast-paced environment where there are tight timelines and high expectations of quality
• A Bachelor's degree in business or related discipline; an advanced degree would be an asset and formal education is not as important as real world success!