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Executive Director Customer Engagement

Location: Southfield Michigan | Job # 679 | Category: Marketing- Management

Our client has empowered their clients for more than 30 years through innovation, advocacy and service excellence. As they enter the next phase of their growth, they are evolving from a “client-branded firm” to a solution provider with a distinct and highly differentiated brand image. Headquartered in Southfield, Michigan, they provide their legacy clients with solutions and expertise that bridge the gaps between 2 distinct and highly loyal customer sets. Specifically, the President and her team pride themselves on supporting their customers by providing: Administrative/Operational Support, Sales Support and Training, and Advocacy.

GENERAL DESCRIPTION:

The Executive Director, Customer Engagement will be responsible and accountable for growing brand recognition of the company’s service offerings, products, mission and goals through marketing, communications and learning and development.  It is imperative that the new hire has stellar people skills, and a demonstrated decision-making ability required by day-to-day management, where there may be competing priorities. The successful candidate will demonstrate practical learning and problem-solving skills with the ability to reach a solution in situations where there may be multiple options and prioritization needed. The Executive Director, Customer Engagement will be an achievement oriented, experienced leader who will aid in the execution of a strategic plan and report on the plan to the Executive Management team.  The ideal candidate will be a visionary with an executive presence with strong planning and organizational skills.  

KEY RESPONSIBILITIES:

  • Steward of the company brand;
  • Oversee marketing and communication strategies that build meaningful engagement with our client community via branding, public relations, social media, advertising, collateral materials, market research management, event management and website design and content;
  • Develop and oversee learning and development strategies that include identification of internal and external training needs, including the development and delivery of curriculum in a variety of approaches;
  • Lead strategy on emerging digital business models around technology for improved customer experience;
  • Collaborate with operations and customer development leadership to ensure open communication and feedback for marketing and learning and development opportunities;
  • Work with key leadership to ensure focus and attention are aligned to business needs and brand strategy;
  • Work across all teams to effectively implement joint initiatives and develop/promote teamwork across the organization;
  • Must be recognized by employees as an approachable “executive” who understands the value of teamwork, evaluates staffing levels and provides proactive coaching and mentoring to increase productivity and overall company performance;
  • Develop and produce analytics/statistics and reporting in support of evaluating corporate direction;
  • Create, build and maintain strong relationships with internal staff, agent community, and partners;
  • Ensure that all due diligence, policy and regulatory requirements are met
  • Grow, evolve and shape the newly created loyalty program.

COMPETENCIES:

  1. Business Acumen
  2. Change Agent
  3. Collaboration Skills 
  4. Communication Proficiency
  5. Decision Making
  6. Initiative
  7. Leadership
  8. Problem Solving/Analysis
  9. Results Driven
  10. Diversity and Inclusion
  11. Presentation Skills
  12. Teamwork Oriented

EXPERIENCE & REQUIREMENTS:

  • Bachelor’s degree in Marketing or similar discipline;
  • Minimum of 12-15 years proven management and leadership experience, with demonstrated experience building highly effective teams and processes;
  • Minimum of 12-15 years of proven experience leading corporate brand adherence, marketing, communications and learning and development functions;
  • Experience growing brand recognition while supporting business diversification strategies of small to mid-size businesses;
  • Health insurance industry experience a plus, particularly knowledge in the small to mid-size business benefits space;
  • Strong leadership and people management skills with demonstrated abilities of collaboration and teamwork;
  • Must have highly developed organizational, planning and management writing skills and oral communication skills and the ability to work effectively with others;
  • Demonstrated experience and focus on supporting an exceptional customer experiences.

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