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MissionSquare · 2 days ago

Customer Loyalty & Engagement Director

United States

Full-time

Remote

Senior Level, Lead/Staff

$146K/yr - $226K/yr

8+ years exp

MissionSquare is a financial services corporation dedicated to the retirement needs of public sector employees. The Customer Loyalty & Engagement Director is responsible for leading strategic initiatives to enhance customer satisfaction and retention, overseeing the customer journey, and implementing customer engagement strategies.

Financial ServicesInsuranceRetirement

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

Qualification

Customer experience strategyCustomer engagement initiativesCRM toolsCustomer satisfaction analyticsStrategic planningData-driven decision-makingPublic speakingCollaboration skillsCommunication skills