Supervisor, Customer Loyalty

About the role

The Supervisor of Customer Loyalty leads a team of Loyalty Specialists to meet performance targets, ensuring team members receive coaching, development, and empowerment to achieve goals.

Key responsibilities

• Lead the team to meet KPIs such as save rate, cost of save, survival rate and other operational metrics.
• Provide weekly coaching, development feedback and motivation to achieve and surpass targets.
• Listen to and evaluate calls, identify improvement opportunities and give feedback.
• Identify training needs, coordinate implementation and maintain performance scorecards.
• Enforce team culture, drive engagement and use reward programs to boost performance.
• Act as escalation point for issues beyond standard processes and funnel improvement ideas to the Performance Optimization Team.
• Participate in handling customer calls on the queue during set periods.

Required profile

• Degree/Diploma or equivalent professional certification.
• Minimum 5 years in a customer‑facing role.
• Minimum 3 years in a leadership, coaching or staff development role.

Required skills

• Strong understanding of coaching techniques, emotional intelligence and conflict resolution.
• Highly effective communication skills.
• Good working knowledge of Microsoft Office Suite.