Customer Loyalty Director (U12-044) Job in Irvine 92618, California Us
Customer Loyalty Director (U12-044)
Job Purpose:
The role of the Director of Customer Loyalty is to develop and execute a cohesive corporate strategy and program to better engage with Kofax customers to measure, improve and engrain loyalty for the purpose of driving repeat business and cross/upsell within the customer base. This leader will represent “the voice of the customer” throughout various marketing, field and company initiatives, and will be a change agent within the company to advocate and drive engagement strategies. As such, the Director will be comfortable and skilled at engaging with and influencing executive-level management and various company stakeholders regarding recommended strategies and programs to better serve the Kofax customer community. Leader will also drive and influence internal CRM systems and associated personnel to enable planned programs and outreach.
The Director of Customer Loyalty will report to Kofax’s Chief Marketing Officer OR Senior Director of Corporate Marketing. The position is based in Kofax’s Irvine, CA headquarters.
Key Responsibilities:
- Oversee and manage customer loyalty measurement through outside vendor (SatMetrix); duties include
- Approves overall project plan and arranges timings of key events
- Manages the input of internal stakeholder team on the design, implementation and ongoing management of the program
- Acts as key point of contact during the development of the system specification, manages the sign-off process
- Liaises with internal departments tasked with developing resources for the program
- Act as a catalyst for change within the organisation and challenge operational, sales and functional teams to use the feedback to take action from survey and drive the business forward.
- Create, manage and drive programs to increase customer engagement, communication loyalty, add-on business and installed base revenue. Increase market share, decrease cost to serve, increase customer lifetime value, increase cross- and up-sell opportunities.
- Recommend new strategies and marketing programs to drive enhanced revenue from existing customer base
- Develop reporting and metrics to understand overall customer retention/repeat behavior across key segments
- Recommend strategies to improve overall acquisition, retention, and conversion activities
Required Experience:
- 10+ years of demonstrated experience managing successful customer loyalty and engagement programs
- Recognized ability to conceptualize and effectively lead complex programs that deliver quantifiable results
- Demonstrated experience driving measurable results through customer marketing efforts
- Ability to define opportunities and problems, collect and analyze data, establish facts and make valid conclusions
- Innovative thinker capable of operating both in a strategic capacity and a hands-on/execution capacity
- Experience marketing enterprise capture, document imaging, enterprise content management, enterprise software or other technologies
- Excellent writing and communications skills
- Ability to influence various executive and company stakeholders
- Bachelor’s degree in a related field. MBA a plus