Customer Loyalty & Engagement Director

MissionSquare • District of Columbia - Remote, DC

4d • $145,550 - $225,610 • Hybrid

About The Position

The Customer Loyalty & Engagement Director is responsible for leading strategic initiatives that enhance customer satisfaction, retention, and foster long-term loyalty. This role plays a key part in supporting sales retention efforts and is closely aligned with responsibilities traditionally associated with retention-focused leadership. In additions involves overseeing all aspects of the customer journey, including customer support, product experience, and customer feedback analysis, to ensure a seamless and exceptional experience for customers.

Requirements

• Bachelor’s degree in business, marketing, finance, or a related field.
• 8 or more years in customer experience, loyalty, or engagement roles.
• Proven track record in the financial services sector.
• Experience with CRM, marketing automation, and customer satisfaction analytics tools.
• Knowledgeable of customer lifecycle management, loyalty indicators, and retention strategies.
• Strategic planning and execution with measurable outcomes.
• Strong written and verbal communication, public speaking, and presentation skills.
• Data-driven decision-making and ability to interpret complex analytics.
• Ability to influence and collaborate across all constituencies
• Ability to balance innovation with regulatory and fiduciary requirements.

Responsibilities

• Develop and implement a comprehensive customer experience strategy.
• Champion customer engagement initiatives that align with broader sales retention goals and strategies.
• Oversee customer touchpoints to drive a consistent and positive experience across all interactions.
• Analyze customer feedback and data to identify trends and advise on areas for improvement.
• Collaborate with cross-functional teams to implement process improvements.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
• Develop and maintain strong relationships with customers and other key stakeholders to understand their needs and expectations.
• Contribute to the approach to Request for Proposals, Finals Presentations, and other significant customer sales interactions.
• Stay up to date with industry trends and best practices in customer experience to drive innovation and continuous improvement.
• May represent the sales organization’s customer experience initiatives at industry conferences and events.
• Performs other duties as assigned.

Benefits

• Competitive Total Rewards package, including base pay, incentive programs, benefits, and a 401(k) plan with matching contributions
• Flexible and hybrid work schedules to support work-life balance
• Tuition reimbursement to support continued education
• Professional and career development opportunities, including courses and certifications
• Comprehensive wellness programs promoting physical, mental, and emotional health
• Volunteerism initiatives to encourage community engagement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior