Executive Director, Customer Loyalty & Retention

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Job Summary:

The Executive Director, Customer Loyalty & Retention will play a pivotal role in shaping our approach to increasing customer loyalty and retention, while directly influencing our renewals pipeline for the Restaurants Business. This position involves leading retention initiatives, conducting customer analysis, and working closely with senior leadership to drive customer loyalty and satisfaction through project work and sales motions. The ideal candidate will have a strong background in customer retention strategies, sales and/or sales support, analytical skills, and the ability to influence and collaborate across all levels of the organization

Key Responsibilities:

• Develop and implement retention plans to achieve Restaurant objectives.

• Collaborate with cross-functional teams to drive retention initiatives and ensure alignment with overall business goals.

• Build out requirements for data and analytics needed to successfully manage retention and renewals.

• Provide strategic insights and recommendations to leadership based on data analysis and customer trends.

• Lead the development of business cases for new retention initiatives, including financial modeling and risk assessment. Includes resource requirements, KPI expectations, and readiness assessments.

• Monitor and evaluate the effectiveness of retention initiatives and adjust plans as necessary.

• Foster a customer first culture, leaning into customer satisfaction and NPS.

Educational & Professional Qualifications:

• Bachelor’s degree in business administration, marketing, or a related field; MBA or advanced degree preferred.

• 15-20 years of experience in customer retention, sales, strategy, finance or related roles preferred.

• Experience with a multi-national firm; technology and SAAS experience preferred.

• Proven track record of successfully leading retention initiatives and driving customer loyalty.

• Strong problem-solving skills, with the ability to interpret complex data and make informed decisions.

• Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels.

• Ability to work effectively in a fast-paced, dynamic environment.

• Strong leadership and team management (direct and indirect) skills.

Personal Qualifications:

• Confident, innovative thinking, and a strong sense of initiative.

• Sound analytical and problem-solving skill