Customer Retention Manager [CCP for Food Professionals and Associates]

1.Strategic Retention & Analytics

• Develop and implement a retention roadmap to reduce churn and increase repeat order value across all service tiers.
• Leverage internal datasets—including historical order frequency, average spend per customer, subscription churn patterns, and corporate renewal cycles—to identify at risk accounts.
• Utilize Xero and in-house customized Catering Operations Optimization System to segment customers based on ordering behavior and dietary preferences for targeted reengagement.
• Build churn-risk models using historical data to proactively deploy intervention campaigns.

2.Omnichannel Customer Engagement & Innovation

• Design and manage automated, trigger-based communication flows to nurture customers post-event or post-delivery.
• Lead the development of a tiered loyalty program that rewards volume purchasers with exclusive perks, early menu access, and complimentary upgrades.
• Collaborate with the marketing team to create hyper-personalized content.
• Drive customer experience innovation by piloting new engagement formats.

3.Operational Agility & Service Recovery

• Act as the escalation point for complex customer grievances, ensuring swift, empathetic, and commercially viable resolutions.
• Work closely with Operations and Kitchen teams to close the feedback loop, translating customer complaints (delivery timing, portion inconsistency) into actionable operational improvements.

4. Digital CX Optimization

• Partner with the tech team to enhance self-service capabilities.

5.Cross-Functional Collaboration

• Partner with the Business Development team to transition newly acquired corporate clients into long-term accounts through structured onboarding and check-in cadences.