Director of Customer Experience and Social Media

About The Institutes

Located in beautiful Malvern, Pennsylvania, The Institutes® are a not-for-profit comprised of diverse affiliates that educate, elevate, and connect people in the essential disciplines of risk management and insurance. Through products and services offered by our nearly 20 affiliated business units, people and organizations are empowered to help those in need with a focus on understanding, predicting, and preventing losses to create a more resilient world.

Additionally, we understand the importance of work-life balance—in 2025 Philly.com named us a Top Workplace for the tenth year and USA Today named us a USA Top Workplace for the third year. We provide excellent benefits and a friendly, team-focused work environment to drive employee engagement.

Director of Customer Experience & Social Media

The Institutes Knowledge Group and Agent & Broker Group are the leading provider of knowledge solutions for risk management and insurance professionals. We offer innovative professional development, continuing education, and credentials that advance careers and strengthen the risk management and insurance industry.

The Director of Customer Experience & Social Media will be responsible for shaping and leading our organization’s customer engagement strategy. This role blends customer experience, digital community-building, social media management, and data-driven insights to strengthen customer relationships, drive satisfaction, and foster a loyal community around our brand.

Living a core value of putting the customer first, this role will be at the forefront of ensuring a five-star customer experience.

What You’ll Do:

Customer Experience & Engagement

• Own and optimize the end-to-end customer journey, identifying opportunities to enhance satisfaction, retention, loyalty, and product development.
• Monitor customer interactions across all touchpoints (email, web, social) and ensure a consistent, high-quality experience.
• Build and Nurture Online Communities. Foster vibrant, inclusive online communities by initiating and moderating discussions, user-generated content campaigns, and interactive events (e.g., AMAs, polls, live sessions). Identify and cultivate brand advocates, influencers, and user groups to amplify community growth and organic engagement.
• Drive Community Engagement Initiatives: Proactively engage with customers and followers through timely responses to comments, messages, and mentions.
• Develop programs to encourage user participation, such as challenges, contests, and feedback loops, while monitoring sentiment to address issues swiftly and turn negative experiences into positive outcomes.
• Develop and implement customer feedback loops (surveys, NPS, online reviews) to inform strategy and service improvements.

Social Media, Social Listening & Community Development

• Manage brand presence across major social platforms (LinkedIn, Facebook, Twitter/X, Instagram, Reddit, etc.).
• Oversee social listening to track brand sentiment, emerging trends, and customer concerns.
• Proactively engage with customers online—responding to questions, escalating issues, and building positive relationships.
• Create content in collaboration with marketing to support engagement, education, and community-building.

Data & Insights

• Analyze customer feedback, social listening data, and engagement metrics to generate insights for leadership.
• Report regularly on KPIs such as customer satisfaction, sentiment, engagement, and resolution times.
• Translate insights into actionable recommendations for product, marketing, and operations teams.

Collaboration & Leadership

• Partner with Customer Success, Marketing, and Product teams to ensure the customer voice is represented in decision-making.
• Train and coach internal teams on best practices in customer experience and social engagement.
• Lead initiatives that strengthen the connection between our brand and our customer community.

What We’re Looking For:

• Bachelor’s degree in Marketing, Communications, Business, or related field (Master’s a plus).
• 5+ years of experience in customer experience, social media management, customer engagement roles, and/or communications roles.
• Knowledge of social media platforms, listening tools (e.g., Sprout Social, Brandwatch, Sprinklr, Hootsuite, Meltwater), and CRM systems.
• Proven ability to analyze data and translate insights into strategies.
• Proven track record of listening to customers and championing their needs.
• Experience in online community building across social media platforms.
• Excellent communication, problem-solving, and relationship-building skills.
• Experience managing cross-functional projects and customer-focused initiatives.

Key Competencies

• Customer-first mindset with strong empathy.
• Strategic thinker with the ability to execute tactically.
• Skilled in digital engagement, social media, and customer insights.
• Analytical and data-driven approach to problem-solving.
• Ability to thrive in a fast-paced, collaborative environment.

The Best Part? The Benefits!

To enforce the importance of work-life balance, employees enjoy excellent benefits, including:

• 401(k) plan with company contribution up to 16%
• Generous time off package that includes paid vacation, personal, sick, and holidays
• Paid maternity and parental leave
• Tuition reimbursement
• Medical, dental, vision, and prescription coverage
• On our Malvern campus: Free lunch every day when working on campus, onsite fitness center, and a beautiful 1.25-mile walking path!