Executive Director, Customer Engagement



As an integral part of the insurance industry for several decades, our client has established an enviable track record in the group benefits space.  With a focus on exemplary customer service and relationship building, our client provides their customers with innovative products and services provided by primary underwriters.  The headquarters is located in Southeastern Michigan and currently employs under 100 employees.


The Executive Director, Customer Engagement will be responsible and accountable for acting as a liaison between our client and their customers aiding in the development and advancement of the company’s service offerings, products, mission and goals. It is imperative that the Executive Director, Customer Engagement have stellar people skills, and a demonstrated decision-making ability required by day-to-day management, where there may be competing priorities, including evaluating and recommending solutions to customers. The successful candidate will demonstrate practical learning and problem-solving skills with the ability to reach a solution in situations where there may be multiple options and prioritization needed. This position is responsible for a broad range of activities to identify, research and develop long term growth opportunities that fall across and outside of our clients existing lines of business.

This position reports to the President and has (8) eight direct reports.


The Executive Director, Customer Engagement will be accountable for creating and maintaining accounts of new and existing customers. Our client is looking for an achievement oriented, experienced leader to aid in the development of a strategic plan and to report on the plan to the Executive Management team.  The ideal candidate will be a visionary with an executive presence with strong planning and organizational skills.


The Executive Director, Customer Engagement will play a key role in establishing the values, mission and vision for our client.  From ideation to execution, this position will interact heavily with key leadership, internal team members and key customer contacts to solve challenges through strategic ingenuity and innovation.  This role is responsible for providing exceptional service to existing and prospective customers and will nurture relationships to ensure continued sales growth in the direct to consumer space.  Additionally, this position is responsible for the leadership and direction of the Marketing & Communications, Training and Agent Engagement teams.

Leadership and Management:

  • In concert with corporate objectives, identify and operationalize innovative approaches to improve agent sales, retention, implementation and on-going service.
  • Leverage a collaborative, inclusive, positive approach to gain buy-in for vision and strategies identified.
  • Collaborate with operations and service operations leadership to ensure open communication and feedback for Marketing, Agent Outreach and Training opportunities.
  • Work with key leadership to ensure focus and attention are aligned to business needs and brand strategy.
  • Active engagement of business partners, customers and internal parties to advance new ideas and strategies.
  • Presents to President on strategic planning initiatives for growth and development with current customers; interpret sales trending, activity, and results reports.
  • Work with operations and service operations to effectively implement joint initiatives and develop/promote teamwork across the organization.
  • Must be recognized by employees as an approachable “executive” who understands the value of teamwork to increase productivity and overall company performance.

Business Management:

  • Overall leadership responsibility for team members, including continued evaluation of staffing levels, performance management and team and/or individual training.  Strong staff stewardship and personnel development through proactive coaching and mentoring.
  • Lead strategy on emerging digital business models around technology for improved customer experience.
  • Oversee marketing and communication strategies that build meaningful engagement with our client community via branding, public relations, social media, advertising, collateral materials, market research management, event management and website design and content.
  • Develop and oversee training strategies that include identification of internal and external training needs; development and delivery of curriculum in a variety of approaches.
  • Develop and produce analytics/statistics and reporting in support of evaluating corporate direction.
  • Create, build and maintain strong relationships with internal staff, agent community, and partners.
  • Ensure that all due diligence, policy and regulatory requirements are met.
  • Engage with existing customers and/or prospects acting as the liaison to promote company’s products to meet sales target.
  • Encourage communication to promote sales education, industry trends, research skill development and operational effectiveness.
  • Open communication within corporate functions and various departments to build and maintain alignment within established compliance parameters.
  • Works with existing insurance carrier relationships to ensure the voice of the customer is understood.
  • Participate as a member of the management team by aligning daily responsibilities to overall company goals.


  • Minimum of 10 years proven management and leadership experience, with demonstrated experience building highly effective teams and processes.
  • Minimum of 10 years of proven experience leading both marketing and account management functions.
  • Minimum of 10 years of demonstrated experience leading, guiding and influencing innovative and effective product, process and/or business strategies.
  • Must have a customer centric mindset.
  • Health insurance industry experience preferred, knowledge in the small to mid-size group benefits space.
  • Must possess empathy and understating of the agent and agency staff role with a dedication to customer service.
  • Must have highly developed organizational, planning and management writing skills and oral communication skills and the ability to work effectively with others.
  • Solid management, administrative and human relations skills in a style that exhibits maturity, leadership, and teamwork.
  • Demonstrated experience and focus on delivery of exceptional customer service experiences through a comprehensive consultative, relationship building approach.
  • Must have sales training and experience with solutions, consultative, strategic and/or conceptual selling.


  • Bachelor’s degree

Behavioral Traits:

  • Innovative and entrepreneurial – encourages new ways of looking at problems, processes and solutions.
  • Thought leader – a naturally collaborative leader that continuously seeks and drives new ideas and better ways of accomplishing work; drive for innovation.
  • Adaptive leader – creates environment that is flexible to changing business conditions to capitalize on opportunities; ensures needed information flows quickly and freely.
  • Talent leader – develops effective plans for current and future talent needs; actively recruits and builds teams of people with diverse skills and perspectives, retains key talent and has a strong track record of developing talent through ongoing coaching and feedback.
  • Partnerships – ability to build cooperative, productive relationships both internally and externally; and interact effectively with all levels of management.
  • Flexible – ability to work in a dynamic environment on multiple projects, tasks or assignments; ability to effectively manage change across teams.
If you have these qualifications and are looking for a challenging career, please submit your Resume using the button below.
Todd Hohauser
CEO and Lead Consultant
Nicole Regula
Director, Executive Recruitment