Director of Loyalty, Engagement & Growth Strategy

Mohawk Industries; Calhoun (GA); On-site; USD 120,000 - 190,000; Full time

Job summary

Mohawk Industries is seeking a Director of Loyalty & Customer Engagement to define and execute strategies that boost retention, engagement, and brand advocacy across its portfolio. You will guide Mohawk Edge Rewards, loyalty initiatives, and future consumer programs, translating data into actionable programs that grow lifetime value and profitability.

The role requires strategic vision, analytical rigor, and the ability to influence diverse teams to deliver measurable results.

Qualifications

• Over 10 years of experience in loyalty, customer engagement, CRM, or related regions.
• Proven success managing large-scale loyalty or engagement programs.
• Experience leading cross-functional initiatives.
• Strong analytical and financial acumen.
• Experience managing external partners and vendors.
• Excellent executive communication and presentation skills.

Responsibilities

• Support the development and execution of the long-term vision and strategic direction for retailer and consumer loyalty programs.
• Lead the evolution of Mohawk Edge Rewards into a differentiated industry-leading engagement platform.
• Build and launch future consumer loyalty and advocacy programs that increase retention and lifetime value.
• Identify opportunities to increase program participation, engagement, and profitability.
• Design customer journeys that drive engagement across retailers, RSAs, installers, and consumers.
• Create meaningful engagement opportunities across digital, events, training, and rewards platforms.
• Partner with sales and marketing teams 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 program 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.
• Ensure vendors deliver measurable value and innovation.
• Partner closely with Sales, Marketing, Digital, Product, Finance, Customer Experience, and IT.
• Influence organizational alignment around customer engagement strategies.

Skills

Loyalty program management

CRM systems

Data analysis

Executive communication

Vendor management

Job description

Mohawk Industries is seeking a Director of Loyalty & Customer Engagement to define and execute strategies that boost retention, engagement, and brand advocacy across its portfolio. You will guide Mohawk Edge Rewards, loyalty initiatives, and future consumer programs, translating data into actionable programs that grow lifetime value and profitability.

The role requires strategic vision, analytical rigor, and the ability to influence diverse teams to deliver measurable results.