Please direct your responses to: awhitehurst@thesagegroup.com
Our client, a large bank in San Francisco, is looking for an experienced Consumer Loyalty and Satisfaction Manager to assess current consumer credit loyalty and customer/partner satisfaction approaches and to identify opportunities for improvement.
CONTR: Customer Loyalty and Satisfaction Manager - 5591
Responsibilities Include:
- Assess current state of loyalty and customer satisfaction measurement approaches and identify opportunities to build consistent measurements and approaches based on business needs.
- Recommend approaches for improving the overall efficiency of processes.
- Develop dashboards and provide regular management reporting; work to automate this reporting where appropriate.
- Partner with lines of business and stakeholders to leverage insights into actions to improve customer and partner satisfaction.
- Facilitate setting appropriate goals for improvement and track progress.
- Develop loyalty and customer partner-centric approaches to measuring success and maximize the customer experience, using an understanding of business objectives and underlying drivers and embedding them into data management processes.
- Establish and manage loyalty and customer satisfaction measurement program to improve and measure the customer and sales experience.
- Provide analytic support and resources to Consumer Financial Services leadership in identifying and sizing opportunities.
- Develop and report on agreed-upon loyalty success metrics.
- Partner with clients to define issues and information needs and translate them into specific data requirements to support business initiatives and projects.
Skills Required:
- Background in the financial services industry
- Prior experience developing a customer satisfaction program
- Proven success in customer experience, loyalty, or market research
- Strategic analytics leadership
- Demonstrated ability to manage effectively in a matrixed organization and develop partnerships with many business and functional areas
- Ability to provide insight into the economic climate and related market developments and identify trends that present opportunities or reflect gaps in the group´s approach to channel and sales development
Timing: 3-4 months
Start: ASAP
Location: San Francisco
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