Director, Customer Loyalty and Retention

About the role

This leader will shape the strategy that drives customer retention, satisfaction, and long-term engagement across the customer lifecycle. The role will partner closely with marketing and senior executives to design programs that strengthen loyalty, improve differentiation, and support measurable business impact. You will also lead a team and use data-driven insights to prioritize initiatives that enhance the customer experience.

Responsibilities

• Own and manage the customer loyalty and retention strategy and roadmap
• Lead the development of a high-performing customer loyalty and retention team
• Map the customer lifecycle to enhance retention and satisfaction
• Create programs that recognize customers and encourage desired behaviors
• Evaluate loyalty initiatives to elevate customer experience and differentiation
• Generate insights from qualitative and quantitative data to prioritize initiatives
• Collaborate across marketing and influence executives to implement strategies

Qualifications

• Bachelor’s degree in Marketing, Business, or related field, or equivalent experience
• 10+ years in customer loyalty, retention, lifecycle marketing, or CRM, with at least 3 years in a leadership role
• Proven track record in building or scaling loyalty and customer experience programs
• Experience influencing budget decisions for loyalty or retention initiatives
• Strong skills in using data to inform strategy and measure impact

Pay

$229,500 – $267,750 annually

Benefits

• Excellent benefits package including 401(K) match and adoption assistance
• Parental leave and tuition reimbursement options available
• Comprehensive medical, dental, and vision coverage
• A variety of nonstandard benefits contributing to a positive work environment

Location: Remote - US based candidates only, no visa sponsorship available