Director OF Customer Experience

Select how often (in days) to receive an alert: Director Loyalty and Customer Engagement Date: Aug 3, 2026 Are you looking for more? At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our team. As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what’s important to you. Whether you want to lead more, innovate more, learn more or create more, you can find your more with Mohawk. What we need: The Director, Loyalty & Customer Engagement will be responsible for developing and executing loyalty strategies that drive customer retention, engagement, share growth, and long-term brand advocacy across Mohawk’s portfolio of brands and marketing programs. This role will oversee the strategic direction and performance of customer loyalty initiatives, engagement programs, and future consumer loyalty initiative. The ideal candidate combines loyalty expertise, customer-centric thinking, analytical rigor, and the ability to influence cross-functional teams to create meaningful experiences that drive measurable business results. What you’ll do: Support the development and execution of the long-term vision and strategic direction for retailer and consumer loyalty programs. Build and launch future consumer loyalty and advocacy programs that increase retention and lifetime value. Identify opportunities to increase program participation, engagement, and profitability. Design customer journeys that drive engagement across retailers, RSAs, installers, and consumers. Create meaningful engagement opportunities across digital, events, training, and rewards platforms. Partner with sales and marketing teams to improve customer experience and program adoption. Establish KPIs and reporting frameworks to measure program effectiveness. Analyze customer behavior and program performance. Use insights to drive strategic recommendations and program enhancements. Lead development of Mohawk’s long-term consumer loyalty and retention strategy. Evaluate opportunities in referrals, advocacy, warranties, memberships, rewards, and digital engagement. Identify emerging loyalty trends and technologies. Build business cases for new engagement initiatives. Manage loyalty program budgets and financial performance. Drive program ROI and incremental revenue growth. Oversee vendor negotiations and contract management. Identify opportunities for cost savings and operational efficiencies. Lead relationships with loyalty platform providers, agencies, analytics partners, and technology vendors. Manage strategic partners including rewards, engagement, and customer experience providers. Ensure vendors deliver measurable value and innovation. Partner closely with Sales, Marketing, Digital, Product, Finance, Customer Experience, and IT. Influence organizational alignment around customer engagement strategies. What you have: 10+ years of experience in loyalty, customer engagement, CRM, customer experience, retail marketing, or related disciplines. Proven success managing large-scale loyalty or engagement programs. Experience leading cross-functional initiatives. Strong analytical and financial acumen. Experience managing external partners and vendors. Excellent executive communication and presentation skills. What you’re good at: Ability to translate business strategy into scalable customer loyalty, rewards, and engagement programs that drive growth, retention, and profitability. Strong executive presence with the ability to influence senior leadership, build consensus across diverse stakeholder groups, and lead through change. Demonstrated success leading high-performing teams, managing complex business priorities, and delivering measurable results against strategic objectives. Operates with exceptional judgment, professionalism, and accountability while stewarding confidential business, customer, and financial information. Data-driven decision maker with advanced proficiency in business analysis, financial modeling, reporting, and presentation tools to inform strategy and executive decision-making. Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Mohawk Home, Pergo, and Quick-Step. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States. Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don’t Work participant. #J-18808-Ljbffr