Director, Customer Loyalty and Retention

Job description

Credit Acceptance is proud to be an award-winning company recognized both locally and nationally across multiple workplace categories. Our world-class culture is shaped by dedicated team members who are driven to succeed as professionals individually and together as a team. Backed by a strong product, exceptional people, and a stable financial foundation, we’ve grown into a leading provider of used and new car financing across the country. Our Support teams work with multiple departments in a dynamic environment that promotes flexibility and autonomy, while offering the opportunity to collaborate with a diverse group of professionals. We work to comply with our company standards, exceed customer expectations, and drive our Great Place to Work culture. We deliver high-quality services aligned to business needs, driving innovative improvements that support our company strategy and modern operating principles. We are seeking a Director, Customer Loyalty & Retention to join the Credit Acceptance marketing team, reporting to the VP of Marketing. Every customer's journey looks different, but our commitment to how we treat them doesn't change — we obsess over creating a consistent, respectful experience at every stage, regardless of their credit situation. This leader will build a world-class Customer Loyalty & Retention function, owning the strategies and tactics that drive retention, loyalty, and satisfaction across every stage of the customer lifecycle, elevating the overall customer experience. This person will find meaningful ways to recognize and appreciate our customers, encourage the behaviors that matter most, and build strategies that reward progress and strengthen the relationship over time. Success requires a leader who moves fluidly between strategy and execution: someone who builds compelling, data-informed recommendations from qualitative and quantitative insight, communicates and presents with confidence to executive audiences, and influences decisions across marketing and the broader enterprise. Outcomes and Activities: This position will work from home; occasional planned travel to our Southfield, Michigan office may be required. However, this position is permitted to work at our Southfield, Michigan office if requested by the team member. Own the Customer Loyalty & Retention strategy and roadmap, directly accountable for retention rate, gross dollar retention (GDR), and customer satisfaction outcomes across the lifecycle. Build a world-class Customer Loyalty & Retention team, establishing clear strategies and tactics to drive retention, loyalty, and satisfaction across the customer lifecycle. Map the end-to-end customer lifecycle to identify the moments that matter most for retention, loyalty, and satisfaction. Develop programs that recognize and appreciate customers, encourage the right behaviors, and reward progress as customer needs evolve over time. Evaluate and develop loyalty and retention initiatives that elevate the overall customer experience and differentiate Credit Acceptance in our industry. Direct the generation of insights and recommendations from qualitative and quantitative data — including quick, back-of-the-envelope analysis — to size opportunities and prioritize initiatives. Partner cross-functionally across marketing and the broader enterprise to design, deliver, and present these strategies to executive audiences. Balance strategic vision with hands-on execution, delivering programs with excellence. Build, lead, and develop a high-performing team, coaching and mentoring team members and supporting succession and career growth within the function. Foster a culture of accountability, customer focus, and continuous improvement across the team. Other duties as assigned. Knowledge and Skills: Customer Lifecycle & Loyalty Strategy: Deep understanding of the customer journey, with experience designing programs that build loyalty and drive retention at each stage. Quantitative & Insights-Driven: A quantitative marketer who's comfortable with napkin math and sizing opportunities, and who draws sharp, metrics-driven implications from qualitative and quantitative data alike. Executive Communication: Confident, polished communicator able to present and influence at the executive level. Cross-Functional Collaboration: Builds strong partnerships across functions to deliver shared outcomes. Strategic & Execution-Oriented: Equally comfortable setting strategy and executing with excellence. Team Leadership: Builds, leads, and develops a high-performing team. Customer Focus: Genuine commitment to treating customers well, especially in a business built on risk-based pricing. Program Management: Experience managing programs and external partners in support of loyalty and retention initiatives. Requirements: Bachelor's degree in Marketing, Business, or a related field, or equivalent experience. 10+ years of experience in customer loyalty, retention, lifecycle marketing, or CRM, with at least 3 years in a leadership role. Proven track record building or scaling loyalty, retention, or customer experience programs. Experience owning or heavily influencing budget/investment decisions for a function or program area. Experience using quantitative and qualitative data to inform strategy and measure program impact. Demonstrated experience presenting to and influencing senior/executive audiences. Strong cross-functional collaboration and stakeholder management skills. Experience driving large-scale program launches through medium to large organizations. Excellent written and verbal communication skills. Preferred: MBA or other advanced degree. Experience in financial services, fintech, or subprime/near-prime lending. Experience designing and managing loyalty or retention programs. Experience working with credit risk, collections, or servicing teams. Targeted Compensation: $229,500-$267,750 base salary + an annual bonus plan #LI-Remote #zip Benefits Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work Our Company Values: To be successful in this role, Team Members need to be: Positive by maintaining resiliency and focusing on solutions Respectful by collaborating and actively listening Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions Direct by effectively communicating and conveying courage Earnest by taking accountability, applying feedback and effectively planning and priority setting To create an environment where people do their best work, we focus on the dimensions of Organizational Health. All leaders must: Identify the Right People by recognizing top talent Set Clear Expectations by managing change and directing others Train team members and focus on developing talent Performance Manage by ensuring accountability and driving results Create the Right Environment by establishing trust and managing conflict Maintain the Right Number of team members needed to build an effective team Expectations: Remain compliant with our policies processes and legal guidelines All other duties as assigned Attendance as required by department Advice ! We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term. If you are actively looking or starting to explore new opportunities, send us your application! P.S . We have great details around our stats, success, history and more. We’re proud of our culture and are happy to share why – let’s talk! Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent. Credit Acceptance is dedicated to providing a safe and inclusive working environment for all. As part of our Culture of Compliance, we are proud to be an Equal Opportunity Employer and value our culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of the person’s age, race, color, religion, sex, gender, sexual orientation, gender identity, national origin, veteran or disability status, criminal history, or any other legally protected characteristic. California Residents: Please click here for the California Consumer Privacy Act (CCPA) notice regarding the personal information Credit Acceptance may collect from you. Play the video below to learn more about our Company culture.