Customer Loyalty & Engagement Director

Join a great place to work with MissionSquare, a financial services corporation with approximately $79 billion in assets under management and administration and over 600 employees.

Founded in 1972, MissionSquare is dedicated to the retirement needs of public sector employees.

We focus on delivering results-oriented retirement and retiree health savings plans, education, investment options, personalized guidance, and related services to public sector participants in more than 9,200 plans and nearly 2 million participant accounts.

We strive to make the administration of retirement programs as easy and cost-effective as possible.

We have an extraordinary talent base and invite you to consider joining MissionSquare.

$145,550.00 - $225,610.00

The Customer Loyalty & Engagement Director is responsible for leading strategic initiatives that enhance customer satisfaction, retention, and foster long-term loyalty.

This role plays a key part in supporting sales retention efforts and is closely aligned with responsibilities traditionally associated with retention-focused leadership.

In additions involves overseeing all aspects of the customer journey, including customer support, product experience, and customer feedback analysis, to ensure a seamless and exceptional experience for customers.

Essential Functions for this role include:


* 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.

If you have the following credentials, we encourage you to apply:


* 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...