Director Customer Experience Remote Jobs in Springfield, MA

Crum & Forster (C&F) provides market leading property & casualty, accident & health, specialty and standard commercial lines insurance solutions. A true underwriting company, we have a 200-year history of helping our customers manage risk with laser-focused expertise, integrity and discipline. Our people are empowered to make decisions and problem-solve with you smartly and swiftly. Our annual gross written premium is 6.2 billion. C&F enjoys a financial strength rating of "A+" (Superior) by AM Best.

Our most valuable asset is our people. We have 3000 employees, and locations throughout the United States and India. With our employee-first focus, the Company is consistently recognized as a great place to work, earning multiple workplace and wellness awards, including the Great Place to Work Award, Fortune 100 Best Companies to Work For, Fortune Best Workplaces for Parents, Fortune Best Workplaces for Millennials, and many others.

C&F is part of Fairfax Financial Holdings. For more information about C&F, please visit our website: www.cfins.com

Travel Insured International (TII), a Crum & Forster company, is hiring a Director, Business Development on our Travel Business Center (TBC) team. Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

The Director, Business Development, plays a crucial role in driving new business growth and increasing market share for Travel Insured International within the travel agency distribution channel - across both consortia and non-consortia segments. This role is focused on activating new travel agency accounts, building strategic relationships with agency owners, and executing growth plans that achieve new business targets and increase Travel Insured's market share and revenue. The Director will strategize and execute plans for penetrating travel industry consortia and identifying opportunities beyond traditional consortia channels.

This is an individual contributor role on the Business Development team within the Travel Business Center. This is a 100% remote position with regular travel required.

What YOU Will Do:

• Identify, prospect, and acquire new top-tier travel agency partnerships across consortia and non-consortia channels
• Develop and execute strategic growth plans to achieve new business premium and new account targets through disciplined follow-up, sales process rigor, and consistent field execution
• Build and maintain relationships with travel agency owners, consortia, and key industry stakeholders
• Represent Travel Insured International at industry conferences, trade shows, and consortium events through attendance, networking, and public speaking engagements
• Provide event coverage on behalf of Host or Regional BDMs when scheduling conflicts arise, ensuring uninterrupted TII presence and partner support
• Develop and deliver compelling presentations and proposals tailored to prospective agency partners
• Design and manage co-op programs and bonus override structures tied to measurable outcomes (production lift, activation, conversion, retention), ensuring investment efficiency and partner ROI with new business opportunities
• Collaborate with Regional BDMs to onboard and transition new accounts for ongoing relationship management
• Partner cross-functionally with marketing, underwriting, finance, operations, and product teams to align messaging, create targeted enablement campaigns, and launch new partner-specific initiatives
• Ensure compliant execution, tracking, and reporting of all funded initiatives
• Manage and maintain an active sales pipeline in Salesforce, including lead tracking, opportunity management, and forecasting
• Leverage AI tools and data-driven insights to identify market opportunities, optimize outreach, and improve conversion rates
• Deliver regular reporting on sales performance, pipeline health, revenue impact, event outcomes, and progress toward goals
• Meet or exceed established weekly KPIs for sales activity, pipeline development, and new business production as defined by leadership
• Monitor industry trends, competitive landscape, and emerging opportunities within the travel insurance space to inform channel strategy and long-term business development planning

What YOU will bring to C&F:

• Influencing the Sale - Advanced ability to convince prospective partner executives and agency owners to partner with TII, and in turn, influence their advisors to actively sell TII products. Comfortable leading persuasive conversations that move prospects from interest to commitment.
• Relationship Management - Superior interpersonal skills with the ability to cultivate deep, trusted relationships both internally and externally. Proven success building partnerships with consortia leadership, travel advisor networks, and agency owners at all levels.
• Cross-Functional Collaboration - Ability to work effectively across product, marketing, finance, underwriting, and technology teams to align business development strategies with company objectives and bring cohesive solutions to partners.
• Communication & Presentation - Strong verbal and written communication skills with the ability to deliver polished, professional presentations that engage and influence decision-makers at all levels within consortia and travel trade organizations.
• Negotiation - Advanced negotiation skills with the ability to structure mutually beneficial partnerships, co-op agreements, and override programs that drive measurable outcomes.
• Resilience & Self-Direction - Maintains a high level of personal accountability for achieving outcomes. Works effectively with minimal direction, remains dependable under pressure, and demonstrates consistent follow-through on commitments and deadlines.
• Driving for Results - Self-assured and persistent. Responds confidently to objections, does not give up easily, and maintains relentless focus on achieving sales targets, weekly KPIs, and bottom-line growth. Proven ability to analyze performance and optimize strategies to drive continuous improvement.

Requirements:

• Bachelor's degree or equivalent professional experience required
• 10+ years of experience required, preferably in travel or hospitality sales
• Proven track record of acquiring new business, growing revenue, and exceeding sales targets
• Demonstrated experience building and managing relationships with travel agency owners, consortia, and industry stakeholders
• Experience representing a company at industry conferences, trade shows, and events - including public speaking or panel participation
• Strong understanding of the travel agency distribution model, including consortia, host agencies, and independent agencies
• Familiarity with industry organizations, conferences, and trade associations
• Proficiency with Microsoft Office Suite, including intermediate-level skills in Excel, Outlook, Word, PowerPoint, Teams, and OneNote
• Proficiency in Salesforce or related CRM platforms preferred; demonstrated ability to manage pipeline, track opportunities, and generate reports
• Working knowledge of AI tools and a willingness to leverage technology to enhance productivity, outreach, and sales performance
• Travel required 25%-35% of the time by car, plane, and/or train - including evenings and weekends, both domestically and internationally; must hold a current passport
• Ability to attend multiple conferences and events per year, including international travel
• Must be able to work independently and effectively in a 100% remote environment
• Strong time management and organizational skills with the ability to manage multiple priorities simultaneously
• Comfortable working in a fast-paced, growth-oriented environment with evolving targets and expectations
• Must maintain established weekly KPI levels for sales activity, pipeline development, and new business production

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family's wellness, including your physical, mental and financial wellbeing
• A core C&F tenet is owning your career development, so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee-driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

If you require special accommodations, please let us know. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you require special accommodations, please let us know. Belonging at C&F, is a mindset. It's about fostering a culture of inclusion and connection, where everyone feels valued, heard, and empowered to thrive and where our social impact efforts help strengthen the communities where we live and work.

For California Residents Only:  Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit https://www.cfins.com/onlineprivacypolicy/ca/noticeatcollection/ for more information.

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws.  Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $95,600.00 to a maximum of $179,600.00. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee's contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.

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