Ontrac Solutions · 2 months ago
Director of Customer Engagement
Detriot, MI
Full-time
Hybrid
Director/Executive
10+ years expOntrac Solutions is a premier technology consulting and talent firm specializing in cloud, data, and digital experience transformation. The Director of Customer Engagement will own the end-to-end customer engagement lifecycle and lead the implementation of a new omni-channel engagement platform to modernize outreach across various channels.
Information Technology & Services
Responsibilities
Lead the design and execution of a comprehensive member communication strategy across all stages of the policy lifecycle
Collaborate with core business areas — including New Business, Claims, Underwriting, and Distribution — to map customer journeys and identify impactful touchpoints
Define segmentation strategies that personalize outreach and drive conversion, retention, and satisfaction
Design and implement A/B and multivariate tests to optimize timing, messaging, and channels
Establish and maintain omni-channel messaging frameworks aligned with brand, compliance, and experience goals
Serve as the business owner for the enterprise Member Engagement Platform (in active implementation phase)
Partner with IT, vendor teams, and business stakeholders to ensure functionality, integration, and governance standards are met
Manage communication preference centers, opt-out protocols, and digital identity initiatives
Build, lead, and mentor a team of engagement professionals responsible for campaign execution and continuous optimization
Align communication strategies across Marketing, Compliance, Legal, and Technology functions to ensure consistency and compliance
Act as the central coordination point for enterprise messaging strategy
Foster collaboration and shared ownership of engagement initiatives across business units
Establish KPIs for engagement, retention, and campaign effectiveness
Leverage behavioral and engagement data to refine communications and maximize ROI
Champion a test-and-learn culture that blends creativity with analytical discipline
Present performance insights and recommendations to senior leadership with clarity and confidence
Qualification
Required
Bachelor's degree in Business, Marketing, Communications, or related field; Master's degree preferred
10+ years of experience leading customer engagement, lifecycle marketing, or marketing automation programs — ideally within financial services, insurance, or other regulated industries
Proven success implementing or managing enterprise omni-channel platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Braze, Iterable)
Strong understanding of segmentation, journey orchestration, and communication compliance
Demonstrated ability to lead teams, manage vendor relationships, and influence senior stakeholders
Strategic and analytical thinker with a bias for execution
Deep understanding of customer experience design and lifecycle communications
Skilled in translating complex data into actionable strategies and insights
Confident communicator with the ability to influence cross-functional teams
Adaptable leader who thrives in fast-evolving, transformation-driven environments
Inspire & Motivate: Builds clarity and commitment around shared goals
Change Leader: Champions transformation through structured process and transparent communication
Analytical Decision-Maker: Balances data-driven insight with customer empathy
Collaborative Influencer: Aligns teams and stakeholders to shared vision and measurable outcomes
Customer Advocate: Places the member experience at the heart of every decision
Company
Ontrac Solutions
Ontrac Solutions helps organizations adopt emerging technologies to scale smarter.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase