• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items, whether they are due to product challenges, gaps or changes withing the industry or local market. • Ensure client retention through delivery of exceptional service and support. • Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution. • Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape. • Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals. • Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership. • Maintain weekly communication with assigned clients and document the health of clients in weekly status reporting and quarterly client reviews. • Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives. • Lead tailored product demonstrations to show the value of additional HHAeXchange solutions. • Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings. • Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required. • Collaborate with the sales team to identify and grow opportunities within the market. • Address gaps in implementation, services, support and or/client needs. • Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.

• Call new leads generated through online marketing campaigns to introduce services and secure bookings • Proactively book clients into clinic appointments in a warm, professional, and sales-driven manner • Follow up on incomplete bookings and general client enquiries via phone and email • Reengage and reactivate lapsed or inactive clients from the CRM database • Identify existing clients with unused treatments or upcoming rebooking opportunities • Manage appointment confirmations, reminder calls, and daily schedule updates • Conduct proactive follow-ups for client no-shows and handle swift rescheduling • Maintain exceptionally accurate CRM notes, updating client files and communication histories • Manage daily follow-up lists and action scheduling tasks efficiently • Provide proactive updates and pipeline reporting to management regarding booking outcomes

• Create and configure hotel accounts in backend systems, ensuring accuracy and proper branding • Resolve Customer Operations tickets, including updates to registration cards, authorization forms, and messaging configurations • Coordinate and schedule onboarding and training sessions with customers • Support high-volume rollout initiatives (e.g., scheduling waves, configuration projects) • Participate in special projects, including customer outreach, reporting, and operational support • Provide timely updates to CSMs and stakeholders on task progress and completion • Maintain clear and professional communication with customers across all interactions • Identify process improvement opportunities and contribute to enhancing team efficiency • Maintain clear, professional, and customer-friendly communication across all customer interactions • Support real-time operational workflows, including guest-facing interactions such as assisting with remote check-in experiences when required • Provide high-quality customer service while troubleshooting operational or guest-related issues in real time

• Own the full email and SMS calendar across all business units — cadence, segmentation, deliverability, and send discipline — balancing competing demands from multiple channels and stakeholders. • Partner with Brand and Creative to build a library of modular, brand-forward templates that flex across campaign types, business lines, and audience contexts. • Lead personalization strategy: dynamic content, audience-specific versioning, and AI-powered content recommendations as standard operating practice. • Own core KPIs — revenue per send, repeat purchase rate, LTV by segment, list growth, reactivation rate — and report them to leadership with a clear performance narrative. • Build, scale, and optimize the full automation architecture — post-purchase, lifecycle, Culinary booking, loyalty, and reactivation programs — with a mandate to drive significant revenue growth through automated campaigns. • Evaluate and implement best-of-breed CRM technologies. Own the vendor roadmap, build the business case for change, and execute transitions with discipline. AI capability and API/integration depth are primary evaluation criteria. • Champion AI-first ways of working: leverage platform integrations and MCP connections to automate insight generation, and partner with internal technology teams to build custom tooling that gives the CRM function a capability edge. • Own the CDP and predictive intelligence platforms as strategic assets — driving cross-channel segmentation, LTV modeling, and touchpoint orchestration across all business units. • Build the customer health reporting cadence — list trajectory, engagement quality, repeat purchase rate, cross-business-unit buyer rate, LTV cohorts, new customer acquisition, and reactivation performance — and make it visible and actionable for leadership. • Own and evolve the Sur La Table Perks program — structure, benefits, offer architecture, and program economics — with a roadmap that transitions loyalty into a genuine relationship platform. • Use customer intelligence to understand what drives frequency, AOV, and cross-business-unit engagement among your best customers. Report customer growth as a recurring leadership metric with a clear narrative around trajectory. • Serve as the CRM voice in cross-functional planning across all business units — GTM strategy, promotional calendar, Culinary programming, and campaign briefing — as an upstream contributor, not a downstream executor. • Understand how each business unit operates commercially — Hardgoods sell-through dynamics, Culinary class fill rates, in-store traffic and loyalty economics — and build CRM strategy that reflects that reality. • Partner with Performance Marketing, Brand, and Merchandising to ensure CRM is a planned, proactive contributor to major campaigns and commercial priorities. • Lead and develop a focused CRM team. Establish a proactive development cadence — growth goals, stretch opportunities, and honest conversations about trajectory. • Own vendor relationships across the CRM stack. Hold partners to clear performance standards and a continuous improvement expectation. • Own the full financial picture for CRM — budget management, sales forecasting, and P&L accountability across Email, SMS, Loyalty, and lifecycle automation. Set revenue targets by channel, track performance against forecast, and report financial outcomes to leadership.