Director of Customer Engagement

Your responsibilities

• Lead the Customer Journey: Develop and execute strategies to drive customer satisfaction, retention, and advocacy. Inspire and lead the Customer Engagement team to deliver meaningful outcomes for our clients. 
• Build Strategic Relationships: Cultivate strong, long-term partnerships with key stakeholders, aligning their needs with business objectives. Leverage external insights to influence decision-making and drive innovative solutions. 
• Measure and Enhance Performance: Collaborate with sales, product, and operations teams to optimize solutions and improve customer success metrics. Use data to identify opportunities and drive improvements in satisfaction and efficiency. 
• Drive Growth and Advocacy: Create initiatives that elevate customer loyalty, brand awareness, and satisfaction. Develop educational programs, events, and advocacy efforts that enhance the overall customer experience and fuel revenue growth. 

Required experience and skills

• Leadership Excellence: Proven ability to lead, scale, and inspire high-performing teams. Experience aligning cross-functional teams to achieve shared goals. 
• Retail Expertise: Strong understanding of the retail industry, including omnichannel strategies and customer behavior. Passionate about delivering exceptional customer experiences. 
• Strategic Communication: Excellent verbal and written communication skills with the ability to engage diverse audiences, both internally and externally. 
• Data-Driven Decision Making: Skilled in analyzing metrics to inform strategy and drive continuous improvement. 
• Project Management: Strong organizational skills with a track record of managing complex projects and delivering results. 
• Entrepreneurial Spirit: A "go figure it out" mentality, hands-on, solution-oriented mindset with the ability to thrive in dynamic environments.  

Education: Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience). 

Experience: 7-10 years in customer success, engagement, account management, operations, marketing, or category management roles within SaaS, technology, retail, or consumer goods industries. Experience in leadership, customer relationship management in a global and multicultural environment is preferred. 

Requirements: This is a hybrid role based in Burlington, MA, requiring in-office presence 2-3 days per week. Domestic and international travel (30-40%) is required, including trips to our headquarters in the Netherlands. Candidates must hold a valid U.S. driver’s license and be eligible for U.S. employment.