Customer Loyalty & Engagement Director

Customer Loyalty & Engagement Director $145,550.00 - $225,610.00 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. Perform other duties as assigned. Qualifications 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. 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. Equal Employment Opportunity MissionSquare is an Equal Opportunity Employer. We strive to create an environment that reflects the value and diversity of our employees and fosters respect among them. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other protected classifications under any applicable law. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr LE_ICMA-RC International City Management Association Retirement Corporation