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Senior Manager, Customer Experience & Loyalty
Senior Manager, Customer Experience & LoyaltyGuthy-Renker Ventures LLC • El Segundo, CA, US
Senior Manager, Customer Experience & Loyalty

Senior Manager, Customer Experience & Loyalty

Guthy-Renker Ventures LLC • El Segundo, CA, US
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Job Description

Job Description

Senior Manager, Customer Experience & Loyalty Operations

Department : Customer Experience & Marketing

Reports To : Director of Customer Experience

Annual Salary Range : $130,000 to $150,000

Location : El Segundo, CA (Hybrid Every Wednesday and Thursday in-office subject to change)

Classification : Exempt / Full Time

Who we are :

We are a dynamic team dedicated to reshaping the body care industry through cutting-edge products, distinctive branding, and strategic marketing. Rooted in entrepreneurial spirit, we are driven to elevate brands by offering transformative solutions tailored to our customers. We believe beauty doesn't diminish with age and we aim to redefine this narrative by establishing ourselves as thought leaders in the body care domain. Our approach is anchored in data, fast-paced, and always geared towards achieving measurable results. We have a test-and-learn mindset with a drive to develop successful brands (within Body Firm and with other brands.)

General Summary :

We’re seeking a customer-first, operationally savvy Senior Manager of Customer Experience & Loyalty Operations to help manage and optimize our CX function across our celebrity-founded, high-growth beauty subscription brands. This role will play a critical part in executing and evolving our customer experience and loyalty strategies while partnering closely with the Director of Customer Experience.

The ideal candidate has hands-on experience managing BPO relationships, a strong understanding of subscription customer behavior, and a passion for creating operational excellence that drives retention, loyalty, and lifetime value. You’ll bring energy, empathy, and accountability to your team and cross-functional partners while focusing on performance and continuous improvement.

Key Responsibilities

Customer Experience & Loyalty Execution

  • Contribute to and execute CX and retention strategies designed to drive satisfaction, LTV, and long-term engagement
  • Help manage and optimize Surprise & Delight initiatives and loyalty incentives based on customer behavior and tenure
  • Ensure our brand voice and premium experience are reflected across all touchpoints (voice, chat, email, social, SMS)

BPO & Vendor Management

  • Oversee day-to-day BPO operations and vendor relationships, including performance monitoring, feedback loops, and agent-level coaching initiatives
  • Drive SOP adoption and QA consistency across external teams, collaborating with the Director on broader strategy and vendor accountability

    • CX Tools & Insights

  • Support the optimization of platforms like Zendesk, Ada, Shopify, Recharge, and internal CRM tools
  • Use reporting and dashboards to identify trends, inform initiatives, and support operational improvements (FCR, AHT, CSAT)
  • Partner with Tech and Product to surface pain points and suggest tooling or process improvements

    • Cross-Functional Partnership

  • Work closely with Lifecycle Marketing, Product, and Creative to align CX with promotions, campaigns, and updates
  • Bring voice-of-the-customer insights into ongoing business planning and product decisions

    • Team & Performance Support

  • Monitor key metrics such as CSAT, QA, Retention, and Agent Productivity, flagging trends and performance opportunities
  • Lead weekly syncs and contribute to monthly reviews focused on insights, coaching, and continuous optimization
  • Act as a point of escalation for complex customer issues and support the Director in broader escalation management

    • Ideal Candidate

    You’re a collaborative, data-driven operator who knows how to balance empathy with performance. You thrive in fast-paced, digital-first environments and understand what it takes to retain and delight customers at scale.

    Qualifications

  • 6+ years in Customer Experience or Customer Service within a DTC, subscription, or membership model
  • Hands-on experience managing BPO / vendor operations across digital service channels
  • Proven success with save / retention strategies, loyalty program enhancements, and win-back offers
  • Familiarity with key CX platforms including Zendesk, Ada, Shopify, Recharge, and QA tools
  • Comfortable interpreting dashboards, call analytics, and performance reports
  • Strong collaborator across Marketing, Tech, and Product teams
  • Bonus : Experience with AI, automation, or innovation in customer care environments

    • Environmental, Psychological and Physiological Requirements :

  • The work will be performed inside a multi-story office building with elevators and stairs.
  • The person must be able to remain in a stationary position for up to 50% of the time.
  • Occasionally move about inside the office to access file cabinets, office machinery and conference rooms.
  • Constantly operates a computer and other office productivity machinery such as a copy machine, printer and calculator
  • Frequently communicates with employees who have inquiries.
  • Ability to learn technical material and apply the knowledge to their work.

    • The Body Firm provides competitive salary and benefits along with a beautiful work environment. We offer weekly breakfast and many fun events for employees.

    The Body Firm is proud to be an Equal Opportunity Employer.

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    Manager Customer Experience • El Segundo, CA, US