The Institutes is Hiring for Director of Customer Experience and Social Media

Director Of Customer Experience And Social Media At The Institutes

The Institutes is hiring a Director of Customer Experience and Social Media to lead customer engagement across channels and nurture a strong professional community. Based in Malvern, PA, this full-time role blends customer experience, social strategy, and insight-driven decision-making to improve satisfaction and loyalty. If you excel at connecting customer feedback with action, this is a high-impact opportunity.

Company Overview

The Institutes is a not-for-profit with nearly 20 affiliated business units serving the risk management and insurance community. Through education, credentials, and knowledge solutions, the organization helps professionals and companies better understand, predict, and prevent losses—contributing to a more resilient world. Learn more about the organization on Indeed.

Role Summary

Reporting into The Institutes Knowledge Group and Agent & Broker Group, this role owns the end-to-end customer journey and online community strategy. You will set direction for social presence, deepen engagement through proactive community programs, and turn data from feedback and social listening into clear recommendations for product, marketing, and operations. You will also coach internal teams to embed customer-first practices across the organization.

Key Responsibilities

• Own and optimize the full customer journey to drive satisfaction, retention, loyalty, and product input.
• Monitor experiences across email, web, and social to ensure consistency and quality.
• Build and nurture online communities through discussions, user-generated content, and interactive events (AMAs, polls, live sessions).
• Develop advocates and user groups; engage promptly to resolve issues and elevate positive experiences.
• Design feedback loops (surveys, NPS, reviews) and translate findings into improvements.
• Manage brand presence across LinkedIn, Facebook, X/Twitter, Instagram, Reddit, and other relevant platforms.
• Lead social listening to track sentiment, trends, and customer concerns; escalate as needed.
• Collaborate on content that supports engagement, education, and community-building.
• Analyze feedback and engagement metrics; report on KPIs including satisfaction, sentiment, engagement, and resolution times.
• Turn insights into actionable recommendations for product, marketing, and operations.
• Partner closely with Customer Success, Marketing, and Product to champion the customer voice.
• Train and coach teams on customer experience and social engagement best practices.
• Lead initiatives that strengthen community connection to the brand.

Ideal Profile

• Bachelor’s degree in Marketing, Communications, Business, or related field (Master’s a plus).
• 5+ years across customer experience, social media, engagement, and/or communications roles.
• Fluency with social platforms, listening tools (e.g., Sprout Social, Brandwatch, Sprinklr, Hootsuite, Meltwater), and CRM systems.
• Proven ability to analyze data and convert insights into strategy and action plans.
• Track record of advocating for customer needs and closing the loop with stakeholders.
• Experience building online communities and programs that encourage participation and advocacy.
• Excellent communication, problem-solving, and relationship-building skills; cross-functional collaborator.
• Customer-first mindset, strategic and tactical operator, and comfort in fast-paced environments.

Compensation, Benefits, And Location

Location: Malvern, PA. Job type: Full-time. Salary range: USD $115,396–$155,106, commensurate with experience.

• 401(k) with company contribution up to 16%.
• Generous time off: vacation, personal, sick, and holidays.
• Paid maternity and parental leave; tuition reimbursement.
• Medical, dental, vision, and prescription coverage.
• On-campus perks in Malvern: free daily lunch, onsite fitness center, and a 1.25-mile walking path.

The Institutes is an Equal Opportunity Employer.

How To Apply

Submit your application via the official application portal. Review the posting for any updates on timelines and requirements.

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Conclusion

This role offers the chance to shape customer experience and community strategy for a mission-driven organization. If the scope aligns with your skills, apply via the link above and take the next step in your career.