Senior Manager - Client Experience - Loyalty Programs

Key Responsibilites:

Retention & Loyalty:

- Champion building a customer loyalty program with aim of retaining 80% of our clients YOY

- Manage client nurture campaigns, customizing campaigns for each customer segment

- Drive internal IT teams and external vendors to build scalable IT automation platform to support nurture programs

- Extend the nurture and retention programs to social media channels to deliver the best social engagements for our clients

- Leverage PR, Social Media, BTL Activations, Events, Sponsorships to ensure continued awareness about our services for our clients and corporate partners

Client Relationship Management:

- Work with the IT team to identify and implement a robust CRM platform to manage client relationships

- Effectively manage client relationships to ensure H&R Block continues to maintain 80% NPS for all channels

- Manage relationship with Customer Gauge, a third party vendor which manages H&R Block's NPS surveys and ratings

- Manage and scale the customer portal which serves as a central repository for client's uploaded documents and tax returns

Client Experience & Delight:

- Put clients at the center of every decision to ensure our programs are customer centric

- Conduct periodic audits on website, systems, applications to ensure they deliver the best client experience consistently

- Train, motivate and engage internal client servicing teams to ensure they conduct themselves professionally to our clients

- Conduct periodic audit on processes to understand client experience inhibitors and build programs to plug those gaps

Conversion:

- Work with product owners and IT teams to build a robust analytical platforms with auto notifications to bridge conversion gaps

- Hire, train and manage a seasonal conversion team tasked with the responsibility of converting clients registered with us

- Strive to achieve 80% conversions for all tax filing channels through regimented and focused conversions tactics

Referrals:

- Manage relationship with third party voucher vendors and ecommerce sites supporting the referral program

- Work with the IT, brand communication and social media team to effectively diffuse the referral campaign across customer touchpoints

- Ensure the systems supporting the referral programs are robust and scalable