Director of Client Engagement, Americas

Join Loyalty Juggernaut (LJI) as Director of Client Engagement, Americas and lead some of the most sophisticated loyalty and customer engagement programs in the region. Our GRAVTY® platform powers enterprise loyalty ecosystems for over 100 global brands and 250 million members, connecting customers and partners across markets, channels and industries.

This role is for a seasoned bilingual leader who can move comfortably between English and Spanish, boardrooms and product teams, strategy and execution. You will own relationships with some of our most important clients in the Americas, drive measurable commercial outcomes, and help shape how GRAVTY® evolves to serve this region.

The opportunity
As Director of Client Engagement, Americas, you will be the senior point of contact for a portfolio of enterprise clients across North America and Latin America. You will align their loyalty and customer engagement strategies with GRAVTY®, drive adoption of our platform, and ensure programs deliver measurable impact on Net Revenue Retention (NRR), Annual Recurring Revenue (ARR) and Customer Lifetime Value (CLTV).

You will work in a hybrid model within the Americas, collaborating virtually with global teams while meeting clients in person across the region. You will combine strategic thinking, commercial discipline and hands on leadership to grow accounts, protect renewals and turn satisfied customers into long term advocates.

What you will do

Strategic client leadership
• Serve as the senior executive contact for a portfolio of top tier Americas accounts, in both English and Spanish.
• Lead Quarterly Business Reviews, account planning and roadmap sessions with senior stakeholders across marketing, digital, IT and finance.
• Align client engagement strategies with NRR, ARR and CLTV targets and translate them into clear account plans and actions.
• Identify growth opportunities within each account and partner with Sales and Finance to structure and close expansions and renewals.
• Co create long term loyalty and engagement roadmaps with clients, ensuring GRAVTY® is central to their customer strategy.

Client engagement excellence
• Design and run tailored engagement models for strategic, key and core accounts in the Americas region.
• Deliver outcome focused onboarding and ongoing optimisation using data, analytics and experimentation.
• Maintain detailed account plans with clear objectives, risks, opportunities and measurable success metrics.
• Partner with Client Delivery, Product and Engineering to ensure programs are executed on time, within scope and with high quality.
• Anticipate client needs, address issues before they escalate and maintain a strong senior level relationship map in every account.

Governance and operational excellence
• Build and refine scalable frameworks, playbooks and processes for client engagement across the Americas.
• Establish and monitor KPIs for engagement success, retention and satisfaction, and act quickly when indicators trend negatively.
• Run structured governance with clients, including steering committees, issue management and change control.
• Capture client insights and feed them back into Product, Delivery and GTM teams to influence roadmap and service design.

Thought leadership and advocacy
• Represent LJI and GRAVTY® at regional industry events, client forums and executive workshops in the Americas.
• Position LJI as a strategic partner by sharing best practices, benchmarks and thought leadership on loyalty and customer engagement.
• Develop case studies and reference stories that showcase successful partnerships in both English and Spanish.
• Build client advocates and references who will support sales cycles, speaking engagements and new business opportunities.

What you bring

Experience and skills
• 12+ years in client engagement, customer success, account leadership or consulting roles, with a strong focus on enterprise B2B SaaS.
• Proven track record managing complex, multi country or multi brand accounts in the Americas region.
• Demonstrated success driving NRR, ARR and CLTV through structured account planning and commercial rigor.
• Strong executive presence and communication skills, with the ability to engage C level leaders and technical stakeholders.
• Highly data driven mindset, comfortable working with dashboards, KPIs and financial models.
• Experience leading cross functional, virtual teams across time zones.

Language and location
• Native or near native fluency in both Spanish and English, written and spoken.
• Based in the Americas time zones, with eligibility to work in your country of residence.
• Willingness to travel within the region and occasionally to Europe, the Middle East or Asia.

Education
• Bachelor’s degree in Business, Marketing, Technology or a related field.
• MBA or equivalent postgraduate degree is an advantage.

Why join LJI

• Build and lead the Americas portfolio for a fast growing, globally recognised loyalty SaaS business.
• Work with industry leaders on large, complex transformation programs for some of the world’s most ambitious brands.
• Be part of a global, distributed team that values ownership, outcomes and intelligent challenge.
  Shape the future of GRAVTY® and how loyalty is delivered across the Americas.

If you are a bilingual client leader who thrives on complexity, cares about impact and wants to help redefine what loyalty looks like in the Americas, we would like to hear from you.