Customer Experience, Lifecycle & Loyalty Lead
US-CA-El Segundo
Attract-careers1
Req #: 95435
Type: Fulltime-Regular
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Overview: Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market. Responsibilities: Join our team to shape how we engage, retain, and delight customers at scale. We're seeking a hands-on and data-informed leader to drive customer loyalty and lifecycle initiatives that strengthen relationships, reduce churn, and enhance the overall customer experience. This role turns strategy into coordinated execution across Marketing, Customer Care, Product, and Analytics. Key Responsibilities: * Translate retention and loyalty strategies into clear action plans, timelines, and deliverables * Coordinate execution of campaigns across SMS, email, notifications, and outbound channels * Partner with Customer Care to identify recurring customer pain points and address churn drivers * Develop and execute loyalty programs, winback campaigns, and retention initiatives that increase customer lifetime value * Manage customer feedback and online review channels to strengthen brand reputation and trust * Lead root cause analysis to identify gaps and drive process improvements * Drive the adoption of new tools and CRM capabilities to enhance lifecycle and loyalty initiatives * Analyze churn, retention, and campaign performance data to identify trends and actionable insights * Build and maintain dashboards and reports to monitor key performance indicators * Recommend and implement enhancements to loyalty and retention programs based on real-world results * Collaborate with marketing, product, operations, QA, and IT to enhance processes, tools, and lifecycle programs * Maintain campaign calendars, workflow trackers, and process documentation * Communicate updates, milestones, and results clearly to stakeholders * Support team training, calibrations, and performance initiatives to drive operational excellence * Perform other duties as assigned Qualifications: Education & Experience: * Bachelor's degree in Business, Marketing, Communications, or related field (or equivalent experience) * 3+ years of experience in customer experience, lifecycle management, loyalty program management, or related roles Skills and Qualifications: * Strong analytical skills with experience in customer insights, dashboards, and KPIs * Proven track record executing lifecycle and loyalty initiatives across multiple channels * Proficiency with CRM systems, customer service platforms, and cross-platform integrations * Excellent organization in managing complex programs, and clear, concise communication skills * Ability to collaborate effectively with cross-functional teams * Experience managing customer feedback loops and online reputation programs is a plus * Experience with CDP platforms is also a plus Visa sponsorship not available for this role
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