Customer Loyalty and Engagement Director

This is a fully remote position, open to applicants in District of Columbia.

📋 Description

• Formulate and execute a thorough customer experience strategy.

• Lead customer engagement initiatives that align with overarching sales retention objectives and strategies.

• Manage customer touchpoints to ensure a consistent and positive experience throughout all interactions.

• Examine customer feedback and data to uncover trends and provide recommendations for improvement.

• Work collaboratively with cross-functional teams to implement process enhancements.

• Set up and track key performance indicators (KPIs) to assess the success of customer experience initiatives.

• Build and sustain robust relationships with customers and other essential stakeholders to comprehend their needs and expectations.

• Assist in the strategy for Request for Proposals, Finals Presentations, and other significant customer sales engagements.

• Remain informed about industry trends and best practices in customer experience to foster innovation and ongoing improvement.

• May represent the customer experience initiatives of the sales organization at industry conferences and events.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in business, marketing, finance, or a related field.

• 8 or more years of experience in customer experience, loyalty, or engagement roles.

• Demonstrated success in the financial services industry.

• Familiarity with CRM, marketing automation, and customer satisfaction analytics tools.

• Knowledgeable about customer lifecycle management, loyalty metrics, and retention strategies.

• Expertise in strategic planning and execution with measurable results.

• Exceptional written and verbal communication, public speaking, and presentation abilities.

• Proficient in data-driven decision-making and the ability to analyze complex analytics.

• Capable of influencing and collaborating with all stakeholders.

• Ability to balance innovation with regulatory and fiduciary obligations.

🏝️ Benefits

• Competitive Total Rewards package, including base salary, incentive programs, benefits, and a 401(k) plan with matching contributions.

• Flexible and hybrid work schedules to promote work-life balance.

• Tuition reimbursement to encourage continued education.

• Professional and career development opportunities, including courses and certifications.

• Comprehensive wellness programs supporting physical, mental, and emotional health.

• Volunteer initiatives to foster community engagement.