International Luxury Hotel Association

Director, Customer Experience Communications

International Luxury Hotel Association

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $130,000 - $150,000 per year

Job Level

Lead

About the role

  • Shape how the organization communicates with homeowners.
  • Act as a liaison across Servicing, Originations, Corporate Communications and other business areas.
  • Ensure that servicing customer communication strategies are aligned with brand standards.
  • Collaborate and drive communication initiatives across the Company with cross functional teams.
  • Drive customer engagement and strengthen long term customer loyalty.
  • Leverage analytics and industry knowledge to create personalized homeowner journeys.
  • Make quantitative and qualitative recommendations utilizing a broad set of inputs.
  • Translate customer feedback into actionable initiatives focusing on communications.
  • Craft engaging and clear copy for diverse platforms.
  • Review and approve all borrower communications to ensure clarity, tone, compliance, and alignment with brand standards.
  • Develop and monitor success metrics, and make necessary adjustments.

Requirements

  • Bachelor's degree in Marketing/Communications or other business degree.
  • Minimum 8 years of marketing or communication experience, financial institution experience required, mortgage industry experience preferred.
  • Expert knowledge of the roles of different communication outlets and appropriate usage based on objectives, costs, positioning, and overall strategy
  • Proven track record of analyzing data, planning, driving and measuring communication efforts.
  • Credible consultant, advisor, and facilitator of communication strategies and initiatives.
  • Ability to problem solve and work independently in a changing and fast paced environment.
  • Superior time management, project management and organizational skills
  • Excellent communication, influence, and stakeholder management skills with demonstrated success in securing cross functional alignment and support
  • Excellent writing, editing and creativity with the flexibility to adapt communications by channel and product.
  • Demonstrated success working collaboratively across disciplines to achieve objectives.
Benefits
  • Medical, dental and vision
  • Up to 3% match on 401(k) contributions
  • Generous paid time off
  • Company-paid life, accident and disability coverage
  • Programs for mental, physical and financial wellness
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscommunication strategiescopywritingmetrics developmentcustomer engagementpersonalized marketingquantitative recommendationsqualitative recommendationsproject managementstakeholder management
Soft Skills
problem solvingindependencetime managementorganizational skillsinfluencecollaborationcreativityadaptabilityconsultingfacilitation
Certifications
Bachelor's degree in MarketingBachelor's degree in CommunicationsBachelor's degree in Business