Customer Loyalty and Engagement Director

Job not on LinkedIn

🕒 2 days ago

🏛️ District of Columbia – Remote

🏛️ District of Columbia – Remote

💵 $145.6k - $225.6k / year

⏰ Full Time

🔴 Lead

🔄 Customer Retention Specialist

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Icmarc

WebsiteLinkedInAll Job Openings

- employees

💸 Finance

🤝 B2B

Finance • B2B

Icmarc is a retirement services provider focused on public‑sector employers and individual participants. It offers administration and investment management for retirement plans (457(b), 401(a), 401(k), 403(b), retirement health savings and IRAs), along with participant financial education, CFP® advisory services, plan‑sponsor support, consultant access, research, and legislative advocacy. The company positions itself as a partner for plan sponsors, consultants, and participants, providing investment products, professional advice, and educational resources.

📋 Description

• 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

🎯 Requirements

• Bachelor’s degree in business, marketing, finance, or 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