Director, Customer Experience & Engagement

Role Overview

This is a strategic leadership role responsible for designing, implementing, and optimizing customer engagement programs. You will lead initiatives that enhance the overall customer journey, ensure satisfaction, and drive retention and growth. You will work closely with marketing, product, and operations to create meaningful experiences that resonate with our audience.

Key Responsibilities

• Develop and execute a comprehensive customer experience and engagement strategy for Lagless
• Lead initiatives to improve onboarding, engagement, retention, and overall satisfaction
• Build programs to foster community, loyalty, and advocacy among players and partners
• Analyze customer feedback, behavior, and metrics to inform decision-making and continuous improvement
• Collaborate with internal teams to ensure a seamless and consistent customer experience
• Manage, mentor, and grow a team focused on customer engagement initiatives

Required Qualifications

• Proven experience in customer experience, engagement, or community leadership roles
• Strong understanding of customer journey mapping and engagement strategies
• Excellent leadership, communication, and project management skills
• Data-driven mindset with experience analyzing engagement metrics and feedback
• Experience working in gaming, esports, or digital platforms preferred

Preferred Qualifications

• Experience designing loyalty, referral, or advocacy programs
• Familiarity with CRM, marketing automation, and customer engagement tools
• Background in building customer programs from the ground up

What Success Looks Like

• Customers are consistently engaged and satisfied across platforms
• Retention and loyalty metrics show measurable improvement
• Community programs are thriving, with increased participation and advocacy
• Leadership has clear visibility into customer sentiment and engagement KPIs

Why Join Us

• Lead the creation of high-impact customer experience and engagement programs
• Influence company strategy and product development through customer insights
• Work with a collaborative, innovative, and fast-growing team
• Be part of shaping the future of gaming and esports experiences