Manager Customer Care Loyalty

DEPARTMENT:

COMPENSTATION:

This is a SALARIED/ EXEMPT position. The annual range is: $81,000 - $100,000 

(this represents the expected pay range for this job requisition. Ultimately, in determining your pay, we'll consider your experience and other job-related factors)

JOB SUMMARY:

The Customer Care Manager - Loyalty will lead the daily operations of Stater Bros. Markets' customer loyalty and catering program. Reporting to the Director of Customer Care, this role ensures the seamless execution of loyalty-related interactions across digital and in-store touchpoints. The Manager will oversee operations, manage a team of customer care representatives, and work cross-functionally with Marketing, IT, and store operations to implement process improvements and deliver an exceptional customer experience. The ideal candidate will contribute to the broader loyalty strategy  through data analysis, trend monitoring, and proactive problem solving. 

JOB RESPONSIBILITIES:

• Oversee daily support operations for the loyalty and catering program, ensuring consistent service and issue resolution
• Manage customer account setup, refund processing, and issue triage through CRM or loyalty platform systems
• Coach, train, and lead a small team of frontline support representatives 
• Act as the primary point of escalation for loyalty-related inquiries requiring specialized handling
• Partner with the Marketing team to support promotional campaigns and customer outreach
• Collaborate with IT and Product teams to identify, test, and implement improvements to loyalty systems
• Analyze loyalty program performance data to identify trends, gaps, and opportunities for improvement
• Generate monthly reporting for leadership with insights and recommendations
• Stay informed on loyalty industry best practices and competitive landscape 
• Ensure documentation of standard operating procedures (SOPs) remains current
• Provide backup coverage for departmental leadership when needed
• Perform other duties as assigned

REQUIREMENTS / QUALIFICATIONS:

• Bachelors degree in Business, Marketing, or related field
• Minimum five (5) years of customer service experience, with at least two (2) years in a supervisory or team lead role in loyalty
• Experience supporting or managing loyalty or CRM platforms (e.g., Clutch, Salesforce, Zendesk) strongly preferred
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Strong problem-solving skills and ability to prioritize in a fast-paced environment
• Demonstrated leadership in coaching and mentoring customer support teams
• Empathy and customer-first mindset
• Strong attention to detail and organizational skills