Customer Retention Specialist

• Support participants in subsidized employment to maintain work and transition to long-term unsubsidized employment
• Provide regular employment follow-up, individualized coaching, and problem-solving around workplace and personal barriers
• Connect participants with supportive services such as transportation and work-related expenses
• Maintain frequent contact with participants and employers during subsidized placement and post-placement retention
• Monitor job performance and attendance
• Facilitate conflict resolution between participants and businesses
• Document services and outcomes in required data systems
• Support administration of eligible retention incentives
• Contribute to contract performance measures related to job retention, hours worked, and transitions off aid
• Manage relationships with business partners and support job placement processes
• Meet clients weekly during the first two months, then as needed, and conduct monthly follow-up meetings
• Hold monthly meetings with business partners to discuss participant status and progress
• Collaborate with businesses to understand participant roles and track progress
• Facilitate program orientations and weekly job club/alumni group meetings
• Provide retention support at critical employment milestones
• Mediate issues between participants and businesses
• Prepare orientation materials for new referrals
• Maintain fire, safety, and health standards
• Attend staff meetings and training; complete required certifications
• Prepare monthly retention reports for DHA and participant reports for 6–12 months
• Enroll participants in Credible health record systems
• Collaborate on monthly financial reports for county submissions

Employment Retention Specialist

• Develop and manage the customer loyalty roadmap aligned with business priorities
• Translate enterprise growth objectives into loyalty initiatives improving conversion, engagement, retention, and customer lifetime value
• Identify opportunities to improve customer experience, commercial effectiveness, and incremental revenue
• Develop and manage data-informed, end-to-end customer journeys
• Apply segmentation, personalization, and contact strategy frameworks for targeted, compliant engagement
• Manage testing and learning to optimize customer experiences and business outcomes
• Lead development, implementation, and integration of customer loyalty programs
• Partner across marketing, commercial, digital, and analytics teams to enhance loyalty capabilities and repeat behavior
• Align loyalty initiatives with Brand, Consumer Marketing, Strategy & Innovation, Professional Affairs, Sales, Digital, Analytics, Legal, Medical, and Privacy teams
• Manage internal and external partners with accountability for measurable outcomes
• Develop and maintain loyalty measurement frameworks linked to business outcomes
• Use analytics, customer insights, and performance data to identify growth opportunities and investment priorities
• Translate complex data into leadership recommendations, performance narratives, and action plans
• Implement scalable operating models, governance, and processes for loyalty program execution
• Manage agency, platform, and execution partners, including timelines, budgets, and outcomes
• Ensure loyalty programs comply with regulatory, legal, medical, and privacy standards

Senior Manager, Customer Loyalty

• Coordinate end-to-end execution of customer loyalty programs, including implementation plans, timelines, owners, dependencies, and launch readiness
• Support customer enrollment, onboarding, eligibility validation, benefit fulfillment, and ongoing program administration
• Maintain program playbooks, operating procedures, tools, templates, and calendars
• Monitor operational workflows, identify barriers or service issues, and coordinate resolution
• Support pilots, phased launches, program enhancements, and deployment of new loyalty capabilities
• Translate loyalty strategies into customer experiences and engagement activities
• Support customer journey mapping and process or experience improvements
• Coordinate customer and field communications
• Gather customer and field feedback and support segmentation and targeted activation
• Maintain dashboards and recurring reports covering enrollment, participation, engagement, retention, benefit utilization, operational performance, and business impact
• Analyze program results and feedback to identify trends, risks, opportunities, and actions
• Support test-and-learn activities
• Prepare performance updates, business reviews, and executive-ready summaries
• Establish data-quality checks and consistent reporting definitions
• Develop field tools, program guides, FAQs, training materials, and customer-facing resources
• Support training, user adoption, and change management for loyalty platforms, CRM tools, and commercial processes
• Coordinate program updates and best practices across Marketing, Sales, and customer-support teams
• Support meetings related to loyalty-program education, activation, and business planning
• Coordinate compliance reviews, governance activities, documentation, approval records, and audit-ready files
• Assist with budget tracking, forecasting, reconciliation, payment readiness, and financial reporting
• Coordinate agencies, technology providers, fulfillment partners, and other vendors
• Track partner deliverables, service levels, issues, risks, and corrective actions
• Serve as an operational connection point across cross-functional stakeholders
• Facilitate working sessions, document decisions, and follow up on actions

Customer Retention Specialist jobs in California

Employment Retention Specialist

Senior Manager, Customer Loyalty

Marketing Operations Lead, Customer Loyalty