Director of Communications & Customer Experience

The LINX Companies is seeking a Director of Communications & Customer Experience to oversee how we communicate with, engage, and support our camp families and staff. This hands-on leadership role brings together marketing execution, family communications, staff recruiting communications, and customer care. The Director is responsible for executing and improving established marketing and communications initiatives, overseeing our digital content and campaigns, and leading the Customer Care Team to ensure families receive responsive, knowledgeable, and welcoming support. We are looking for a highly organized, detail-oriented leader who excels at turning plans into action, managing multiple priorities, and ensuring that projects are completed accurately and on time. The ideal candidate combines excellent communication skills with strong operational instincts, a commitment to customer service, and an interest in using technology and AI tools to improve productivity, processes, and results. What You'll Do Communications & Marketing Execution Execute, manage, and continuously improve established marketing and communications initiatives that support camper enrollment, retention, and family engagement. Coordinate communications and marketing across The LINX Companies' brands, including LINX Camps, NEOC, LINX Camps Recruiting, NEOC Recruiting, and Your Life Changes Here. Take primary responsibility for planning, building, scheduling, and executing email marketing campaigns and other family communications. Manage website content, ensuring information is accurate, current, engaging, and consistent across our brands. Oversee social media and graphic design activities, working with team members responsible for content creation, design, and posting to ensure quality, consistency, and timely execution. Write, edit, and review family communications, including enrollment announcements, newsletters, program updates, and other important messages. Maintain and manage the annual communications calendar, coordinating campaigns, deadlines, and deliverables across departments. Monitor email campaign performance, website engagement, and other relevant metrics to identify opportunities for improvement. Ensure all communications are accurate, professionally presented, consistent with our brand standards, and delivered on schedule. Identify, source and supply branded apparel and items for campers and staff. Staff Communications & Recruiting Support Partner with camp leadership and Human Resources to execute communications and marketing initiatives that support seasonal staff recruitment and retention. Coordinate staff recruiting campaigns across email, websites, social media, and other channels. Oversee recruiting-related website and social media content to ensure information is accurate, current, and engaging. Support communications with prospective hires throughout the recruiting process. Coordinate communications for returning and newly hired seasonal staff as they prepare for camp. Partner with camp leadership and Human Resources to ensure important staff communications are clear, consistent, and timely. Customer Experience & Customer Care Leadership Supervise and lead the Customer Care Team, which serves as the primary point of contact for prospective and current camp families. Establish and maintain high standards for responsiveness, accuracy, professionalism, and warmth in all family interactions. Ensure the team has the information, resources, training, and support necessary to answer questions and guide families through the enrollment process. Oversee Customer Care workflows, staffing, and daily operations to ensure inquiries, registrations, and family concerns are handled efficiently and accurately. Monitor team performance, provide coaching and feedback, and identify opportunities to improve service quality and consistency. Serve as an escalation resource for complex or sensitive family concerns, coordinating with camp leadership and other departments as appropriate. Identify recurring family questions, concerns, or points of confusion and implement improvements to communications, procedures, and available resources. Work across departments to create a seamless, positive family experience that builds trust and encourages families to return year after year. This is a supervisory and operational leadership role. While the Director should understand Customer Care processes and be prepared to step in when circumstances require, routine phone coverage, registration processing, and other daily customer service transactions are the responsibility of the Customer Care Team. Technology, AI & Process Improvement Identify and implement opportunities to use AI-assisted tools and other technologies to improve the efficiency, accuracy, and effectiveness of communications and customer care operations. Ensure that AI-assisted work is appropriately reviewed for accuracy, quality, brand consistency, and the protection of confidential company, employee, and family information. Leadership, Organization & Follow-Through Work closely with the CEO, Executive Director of Camps, Human Resources team, and other members of the leadership team to execute communications and customer experience priorities. Supervise, coach, and support the Customer Care Team, establishing clear expectations and accountability for performance. Coordinate with marketing, social media, and graphic design team members to ensure projects are completed accurately, professionally, and on time. Manage multiple simultaneous projects, campaigns, and operational priorities while maintaining strong attention to detail. Establish and maintain effective tracking systems for assignments, deadlines, follow-up items, and project completion. Proactively identify potential problems, communicate progress, and ensure that commitments and deadlines are met. Foster a collaborative, service-oriented work environment that values accountability, initiative, efficiency, and continuous improvement. What We're Looking For Our ideal candidate is an exceptionally organized, resourceful, and detail-oriented communicator who enjoys managing people, improving processes, and making sure things get done well. You should have: 5+ years of progressive experience in communications, marketing operations, customer experience, customer service management, or a related field. A bachelor's degree in Communications, Marketing, Business, or a related field, or an equivalent combination of education and relevant experience. Excellent writing, editing, and verbal communication skills, with the ability to communicate clearly, accurately, and professionally. Experience executing email marketing campaigns and managing website content. Familiarity with social media marketing and graphic design processes, including the ability to oversee and evaluate work produced by others. Experience supervising, coaching, and developing staff. Strong customer service instincts and the judgment to handle sensitive or complex situations professionally. Exceptional organizational skills, attention to detail, and demonstrated ability to manage multiple priorities and follow through on commitments. A proactive, solutions-oriented approach to identifying problems and improving processes. Strong technology skills, including comfort working with databases, email marketing platforms, website content management systems, and digital collaboration tools. Experience using AI-assisted tools, or a demonstrated interest and ability to learn and apply them to improve productivity and operational efficiency. A willingness to take ownership of projects and remain actively involved in execution while providing leadership and oversight to others. Experience in summer camps, youth programming, education, recreation, hospitality, or another family-focused organization is a plus. Experience with CRM systems, email marketing platforms, website management, project management tools, and customer service operations is also helpful. The Schedule This is a full-time, year-round, on-site position. The months leading up to camp and the summer camp season are our busiest times, and longer days and increased availability are expected during these periods. The off-season provides considerably more flexibility in work hours while maintaining the responsibilities of a full-time position. Compensation & Benefits We offer a competitive compensation and benefits package that includes medical benefits, paid time off, and increased scheduling flexibility outside of the camp season. Compensation will be determined based on experience, qualifications, and internal equity. Why LINX? Our mission is to provide premier summer day camp experiences to the greater Boston area. We create fun, exciting, and inspiring experiences for kids and teens through high-quality programming in an emotionally safe environment led by extraordinary staff. We complement those experiences with attentive customer service and convenience-focused amenities designed to support the needs of parents and families. Delivering on that mission requires great people, strong relationships, thoughtful communications, and exceptional attention to the details that shape the family experience. The Director of Communications & Customer Experience plays an important role in bringing these elements together—ensuring that families and staff discover what makes LINX and NEOC special, that our communications are clear and engaging, and that families consistently receive the attentive, responsive service that is central to the LINX experience. If you're an outstanding communicator and organized leader who takes pride in getting things done, supporting a great team, improving how things work, and delivering an exceptional customer experience, we'd love to hear from you. The LINX Companies is an equal opportunity employer. We consider applicants for employment without regard to any status protected by applicable federal, state, or local law. #J-18808-Ljbffr The LINX Companies