Director of CX & Retention Jobs in Port St Lucie FL Marketing Job Recruiters

Director of CX & Retention

Port St Lucie, FL 34986

Posted: 08/20/2024 Employment Type: Permanent Job Category: Marketing Job Number: MM567860820

Job Description

Director of CX & Retention
Full time On-Site Position in Port St Lucie, Florida
 
Our client is seeking a Director of Customer Experience and Retention to lead and optimize all retention channels, including email, SMS, direct mail, and subscription services, while also overseeing their customer experience operations. In this role, you will manage their customer experience team, support ticketing system, and customer experience associates. Your goal will be to drive sales, improve customer satisfaction, and increase lifetime value through coaching, strategy, and execution across multiple touchpoints. You will report directly to the Vice President of Marketing.
 
Key Responsibilities:
  • Lead, coach, develop, and mentor the customer experience and retention teams to ensure excellence in execution
  • Manage and optimize retention channels including email, SMS, direct mail, and subscription programs to maximize customer lifetime value and retention
  • Oversee the customer experience function, including managing support tickets, and driving performance from customer experience associates through ongoing coaching
  • Implement and refine strategies to enhance customer retention, satisfaction, and overall experience
  • Develop and analyze reports on retention and customer experience KPIs, providing actionable insights to the leadership team
  • Collaborate with cross-functional teams to ensure a seamless and cohesive customer journey across all touchpoints
  • Drive continuous improvement through testing, learning, and innovation across all retention channels
  • Own and manage KPIs related to retention, customer satisfaction, and sales, ensuring they meet or exceed set targets
 
Requirements:
  • 3+ years of experience in customer experience, retention marketing, or a similar role within a fast-growing, digital-first brand
  • Strong track record of managing and optimizing retention channels such as email, SMS, direct mail, and subscription models
  • Experience working with Gorgias and Klaviyo is required
  • Proven ability to lead and develop high-performing teams
  • Experience managing customer support operations, including ticketing systems and associate performance coaching
  • Analytical mindset with the ability to synthesize data into actionable strategies
  • Strong communication and collaboration skills, with the ability to work effectively across teams
  • Experience with customer experience and retention analytics tools, with a focus on continuous improvement
  • Ability to thrive in a fast-paced environment with shifting priorities
  • A strategic thinker who can also roll up their sleeves to execute detailed plans
 
Benefits:
  • A competitive salary
  • Relocation package (if applicable)
  • Medical insurance
  • Vision insurance
  • Dental insurance
 
Our client is an Equal Opportunity Employer where the spirit of inclusion feeds into everything we do. They are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. Our client is committed to equal employment opportunities regardless of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status.
 

Meet Your Recruiter

Nicole Rossetti

Nicole’s background lies heavily in eCommerce and recruiting in various industries. She has always been drawn back to recruiting because of her natural ability to connect with others. For Nicole, finding the right match is immensely rewarding and what motivates her to continue building strong connections.

Diversity, Equality, and Inclusion

Emerging Blue is committed to diversity, equality, and inclusion with all hiring and employment practices. Our goal is go to create an inclusive environment in which all candidates and employees are treated with respect.

We partner with our clients to create diverse candidate pools, promote equality, and help build positive and inclusive company cultures.

Emerging Blue prohibits discrimination and all forms of applicant and employee harassment based on race, color, religion, sex, pregnancy, gender identity, national origin, age, disability, military or veteran status, or status in any group protected by state or local law

 

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About Port St Lucie, FL

Ready to take the next step in your career journey? Look no further than the vibrant area around Port St. Lucie, Florida. Nestled along the picturesque Atlantic coast, this region offers a perfect blend of exciting career opportunities and a laid-back coastal lifestyle. Imagine starting your workday surrounded by stunning beaches, world-class golf courses, and charming downtown areas like Tradition Square. With easy access to renowned art galleries like the A.E. Backus Museum, the Sunrise Theatre for live performances, and cheering on the St. Lucie Mets baseball team at First Data Field, there is no shortage of cultural experiences to enjoy outside of work. Don't miss out on the chance to grow your career while basking in the warm Florida sun – explore our job listings in the Port St. Lucie area today!