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.

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 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.

 To benefit your career and support your wellbeing, we offer:

• 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

Click here to learn more about MissionSquare’s benefits.

Equal Employment Opportunity

As a company, MissionSquare is an Equal Opportunity Employer. We strive to create an environment that reflects the value and diversity of our employees and fosters respect among them. We believe that talent from diverse backgrounds will further enhance our ability, and mission, to serve those who serve their communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other protected classifications under any applicable law.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.