Loyalty Growth Specialist

About the Company
We're hiring! Join a leading technology company in Latin America.
About the RoleWe are looking for a Loyalty & Growth Specialist to join our team in Santa Cruz, Bolivia.
RequirementsBachelor's degree in Business Administration, Economics, Marketing, or a related field.Minimum of 2 years of experience in a similar role.Experience with CRM platforms and customer relationship management tools.English proficiency: B2 level or higher (mandatory).
Key Responsibilities
Customer Loyalty & SatisfactionMaintain close and proactive communication with the existing customer base.Welcome new customers and ensure a smooth transition to the Project Management team.Identify and anticipate customer needs and potential pain points through regular follow-up calls to understand their perception of the service.Stay up to date with industry and technology trends to implement customer success best practices.Develop and implement retention strategies to reduce customer churn.Collaborate with cross-functional teams to eliminate pain points throughout the customer journey.
Engagement & Growth StrategiesDesign and execute customer loyalty initiatives, including rewards programs, memberships, and other engagement campaigns.Organize webinars, events, and customer engagement activities to keep clients active and connected.Drive the adoption of new product features and services across the existing customer base.Recommend product and service improvements based on customer feedback and evolving business needs.
Customer Experience Analysis & OptimizationMeasure customer satisfaction through NPS, surveys, and direct feedback.Analyze key engagement and retention metrics.Partner with the Product, Marketing, and Sales teams to continuously improve the customer experience.
Community Building & Customer AdvocacyFoster customer communities through forums, user groups, meetups, and networking events.Identify potential customer advocates and brand ambassadors.
Key Account Follow-up & Commercial SupportEnsure the timely resolution of requests and issues from key accounts.Coordinate with Account Managers (AMs) to ensure contract renewals are managed proactively.Monitor commercial commitments and renewal timelines to ensure service continuity.Track and document recurring customer issues and opportunities for continuous improvement.
Key Performance Indicators (KPIs)Customer Retention Rate (monthly).Net Promoter Score (NPS) and Customer Satisfaction (measured jointly with the Customer Service team).Engagement in webinars, events, and customer activities (measured jointly with the Marketing team).Account growth through upselling and cross-selling within existing customers.
Required SkillsCustomer-centric mindset and empathy.Strategic thinking.Excellent communication skills.Creativity and innovation.Results-oriented approach.Collaboration and teamwork.Adaptability and resilience.
⏱️ Employment Type: Full-time
Equal Opportunity StatementWe are committed to fostering a diverse and inclusive workplace. We welcome applications from qualified candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, or any other characteristic protected by applicable law.