Director, Customer Loyalty and Retention

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the Customer Loyalty & Retention strategy and its roadmap.

• Be directly responsible for metrics including retention rate, gross dollar retention, and customer satisfaction throughout the customer lifecycle.

• Create a top-tier Customer Loyalty & Retention team.

• Map out the complete customer lifecycle to pinpoint crucial moments for retention, loyalty, and satisfaction.

• Design programs that acknowledge and value customers, motivate desired behaviors, and reward progress.

• Assess and develop loyalty and retention initiatives that enhance customer experience and set Credit Acceptance apart.

• Provide insights and recommendations derived from both qualitative and quantitative data to identify opportunities and prioritize initiatives.

• Collaborate cross-functionally with marketing and other departments within the organization.

• Create, implement, and present strategies to executive stakeholders.

• Balance a strategic vision with practical execution.

• Build, guide, and nurture a high-performing team through coaching and mentorship.

• Assist with succession planning and career advancement.

• Promote accountability, customer-centricity, and ongoing improvement.

• Report directly to the VP of Marketing.

• Carry out other duties as assigned.

⛳️ Requirements

• Bachelor's degree in Marketing, Business, or a related discipline, or equivalent experience.

• Over 10 years of experience in customer loyalty, retention, lifecycle marketing, or CRM.

• At least 5 years of experience in a leadership capacity.

• Proven success in building or scaling loyalty, retention, or customer experience programs.

• Experience in making or significantly influencing budget and investment decisions for a function or program area.

• Proficient in using quantitative and qualitative data to shape strategy and assess program effectiveness.

• Demonstrated history of presenting to and influencing senior or executive-level audiences.

• Strong skills in cross-functional collaboration and stakeholder management.

• Experience in driving large-scale program launches within medium to large organizations.

• Excellent written and verbal communication abilities.

• Required degrees must be obtained from accredited institutions recognized by the Council for Higher Education Accreditation or equivalent.

🏝️ Benefits

• 401(K) match.

• Adoption assistance.

• Parental leave.

• Tuition reimbursement.

• Comprehensive medical, dental, and vision coverage.

• Numerous nonstandard benefits.

• Annual bonus plan.