Title: Director Loyalty Services
\nCompany: CLEAR www.clearme.com
\nLocation: NYC
\nReporting to: Chief Marketing Officer; with significant interaction with Information\u00a0Technology & Field Operations<\/p>\n
CLEAR is a membership program that provides exclusive access to expedited lanes\u00a0at airport security checkpoints. Our biometric identification technology automates\u00a0the existing identity check process and speeds customers through the airport,\u00a0bypassing long lines and saving valuable time.<\/p>\n
CLEAR seeks an ambitious self-starter to support CLEAR\u2019s loyalty services efforts.\u00a0The position presents an opportunity to plan and manage the Member experience\u00a0across channels and across the company.<\/p>\n
The Director will oversee all critical aspects of loyalty, retention and servicing\u00a0including program development and optimization, data analysis, and relationship
\nmanagement. The position will manage cross channel loyalty campaigns including\u00a0social media, email, website, in-person, and call centers.<\/p>\n
The Director of Loyalty Services must be a results oriented individual, motivated\u00a0by complete member satisfaction and corporate goals. Qualified candidates will be
\nrelationship-focused with creative and analytical skills, have experience managing\u00a0customer service and loyalty programs, have proven data analysis skills, and have\u00a0the ability to managing multiple projects simultaneously.<\/p>\n
Objective:
\nMaximize Member loyalty and satisfaction within economic parameters<\/p>\n
Responsibilities include:
\n\u2022 Maximize retention while enhancing Member experience across all channels\u00a0(social media, email, online, phone, in-person\u2014including in-airport)
\n\u2022 Develop and execute plan for customer loyalty based on trends from daily\u00a0review of reports from the customer service center related to member issues
\n\u2022 Execute cross channel loyalty campaigns based on issue analysis and\u00a0attrition metrics, identify trends and optimize campaign performance
\n\u2022 Appropriately resolve all member issues
\n\u2022 Act as subject matter expert on customer loyalty including all relevant\u00a0tools and data sources; via conferences, journals and courses, research\u00a0and identify new ideas to improve efficiency and effectiveness of service to\u00a0Members
\n\u2022 Manage call center and email center- develop relevant metrics, plan and\u00a0coordinate efforts to achieve goals
\n\u2022 Manage customer service and loyalty related costs<\/p>\n
Additional Requirements include:
\n\u2022 Creativity, drive and passion required.
\n\u2022 Demonstrated ability to succeed in a fast moving environment with rapidly\u00a0evolving business demands.
\n\u2022 Exceptional interpersonal skills, with proven ability to work collaboratively.
\n\u2022 2-4 years relevant experience preferred.
\n\u25e6 Experience developing, executing, and optimizing customer service\u00a0and loyalty program.
\n\u2022 Strong digital\/ social media skills and experience with data analysis.
\n\u2022 Excellent verbal and written communication skills.<\/p>\n