Title: Director Loyalty Services
Company: CLEAR www.clearme.com
Location: NYC
Reporting to: Chief Marketing Officer; with significant interaction with Information Technology & Field Operations
CLEAR is a membership program that provides exclusive access to expedited lanes at airport security checkpoints. Our biometric identification technology automates the existing identity check process and speeds customers through the airport, bypassing long lines and saving valuable time.
CLEAR seeks an ambitious self-starter to support CLEAR’s loyalty services efforts. The position presents an opportunity to plan and manage the Member experience across channels and across the company.
The Director will oversee all critical aspects of loyalty, retention and servicing including program development and optimization, data analysis, and relationship
management. The position will manage cross channel loyalty campaigns including social media, email, website, in-person, and call centers.
The Director of Loyalty Services must be a results oriented individual, motivated by complete member satisfaction and corporate goals. Qualified candidates will be
relationship-focused with creative and analytical skills, have experience managing customer service and loyalty programs, have proven data analysis skills, and have the ability to managing multiple projects simultaneously.
Objective:
Maximize Member loyalty and satisfaction within economic parameters
Responsibilities include:
• Maximize retention while enhancing Member experience across all channels (social media, email, online, phone, in-person—including in-airport)
• Develop and execute plan for customer loyalty based on trends from daily review of reports from the customer service center related to member issues
• Execute cross channel loyalty campaigns based on issue analysis and attrition metrics, identify trends and optimize campaign performance
• Appropriately resolve all member issues
• Act as subject matter expert on customer loyalty including all relevant tools and data sources; via conferences, journals and courses, research and identify new ideas to improve efficiency and effectiveness of service to Members
• Manage call center and email center- develop relevant metrics, plan and coordinate efforts to achieve goals
• Manage customer service and loyalty related costs
Additional Requirements include:
• Creativity, drive and passion required.
• Demonstrated ability to succeed in a fast moving environment with rapidly evolving business demands.
• Exceptional interpersonal skills, with proven ability to work collaboratively.
• 2-4 years relevant experience preferred.
◦ Experience developing, executing, and optimizing customer service and loyalty program.
• Strong digital/ social media skills and experience with data analysis.
• Excellent verbal and written communication skills.
Mark Neirick | CLEAR
markn@clearme.com