Director, Customer Loyalty and Retention

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $229.5k - $267.8k / year

⏰ Full Time

🔴 Lead

🔄 Customer Retention Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Credit Acceptance

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1972

💸 Finance

💳 Fintech

🚘 Automotive

Finance • Fintech • Automotive

Credit Acceptance is a company that specializes in providing auto financing solutions to individuals, including those with bad credit history or no credit history at all. With over 50 years of experience, Credit Acceptance has helped more than 4 million consumers secure financing for vehicle purchases. The company operates a network of over 15,000 dealers and offers customers the ability to pre-qualify for auto financing, which does not impact their credit score. Furthermore, Credit Acceptance provides educational resources and tools, such as payment and auto price calculators, to assist customers in managing their finances and understanding their credit options. The company's mission is to drive possibility by offering financial solutions that give individuals the opportunity to improve their financial situation and secure reliable transportation.

📋 Description

• Own the Customer Loyalty & Retention strategy and roadmap • Be directly accountable for retention rate, gross dollar retention, and customer satisfaction outcomes across the lifecycle • Build a world-class Customer Loyalty & Retention team • Map the end-to-end customer lifecycle and identify key moments for retention, loyalty, and satisfaction • Develop programs that recognize and appreciate customers, encourage desired behaviors, and reward progress • Evaluate and develop loyalty and retention initiatives that elevate customer experience and differentiate Credit Acceptance • Direct insights and recommendations from qualitative and quantitative data to size opportunities and prioritize initiatives • Partner cross-functionally across marketing and the broader enterprise • Design, deliver, and present strategies to executive audiences • Balance strategic vision with hands-on execution • Build, lead, and develop a high-performing team through coaching and mentoring • Support succession and career growth • Foster accountability, customer focus, and continuous improvement • Report to the VP of Marketing • Perform other duties as assigned

🎯 Requirements

• Bachelor's degree in Marketing, Business, or a related field, or equivalent experience • 10+ years of experience in customer loyalty, retention, lifecycle marketing, or CRM • At least 5 years in a leadership role • Proven track record building or scaling loyalty, retention, or customer experience programs • Experience owning or heavily influencing budget/investment decisions for a function or program area • Experience using quantitative and qualitative data to inform strategy and measure program impact • Demonstrated experience presenting to and influencing senior/executive audiences • Strong cross-functional collaboration and stakeholder management skills • Experience driving large-scale program launches through medium to large organizations • Excellent written and verbal communication skills • Required degrees must have been earned at accredited institutions recognized by the Council for Higher Education Accreditation or equivalent

🏖️ Benefits

• 401(K) match • Adoption assistance • Parental leave • Tuition reimbursement • Comprehensive medical, dental, and vision coverage • Many nonstandard benefits • Annual bonus plan