Director, Customer Loyalty & Engagement Champion

Mohawk Industries, Inc.; Calhoun (GA); On-site; USD 170,000 - 210,000; Full time

Job summary

Mohawk Industries, Inc. in Georgia seeks a Director of Loyalty and Customer Engagement to lead the design and execution of retailer and consumer loyalty programs, driving retention and lifetime value across Mohawk brands.

This role requires strategic vision and the ability to influence cross-functional teams to deliver measurable business results. You will set strategy, measure outcomes, partner with Sales, Marketing, IT, and Finance, manage budgets, and oversee vendors to deliver ROI and growth

Qualifications

• Proven experience leading loyalty or engagement initiatives.
• Strong analytical and financial acumen.
• Experience managing cross-functional initiatives.
• Excellent executive communication and presentation skills.

Responsibilities

• Support long-term vision and strategic direction for retailer and consumer loyalty programs.
• Build and launch consumer loyalty and advocacy programs to increase retention and lifetime value.
• Identify opportunities to increase program participation, engagement, and profitability.
• Design customer journeys across retailers, RSAs, installers, and consumers.
• Create engagement opportunities across digital, events, training, and rewards platforms.
• Partner with sales and marketing to improve customer experience and program adoption.
• Establish KPIs and reporting frameworks to measure program effectiveness.
• Analyze customer behavior and program performance.
• Use insights to drive strategic recommendations and enhancements.
• Lead development of Mohawk’s long-term consumer loyalty and retention strategy.
• Evaluate opportunities in referrals, advocacy, warranties, memberships, rewards, and digital engagement.
• Identify emerging loyalty trends and technologies.
• Build business cases for new engagement initiatives.
• Manage loyalty program budgets and financial performance.
• Drive program ROI and incremental revenue growth.
• Oversee vendor negotiations and contract management.
• Identify opportunities for cost savings and operational efficiencies.
• Lead relationships with loyalty platform providers, agencies, analytics partners, and technology vendors.
• Manage strategic partners including rewards, engagement, and customer experience providers.

Skills

Loyalty programs

Customer engagement

CRM

Customer experience

Retail marketing

Executive communication

Vendor management

Job description

Mohawk Industries, Inc. in Georgia seeks a Director of Loyalty and Customer Engagement to lead the design and execution of retailer and consumer loyalty programs, driving retention and lifetime value across Mohawk brands.

This role requires strategic vision and the ability to influence cross-functional teams to deliver measurable business results. You will set strategy, measure outcomes, partner with Sales, Marketing, IT, and Finance, manage budgets, and oversee vendors to deliver ROI and growth