Executive Director, Retention and Loyalty

Executive Director, Customer Lifecycle Marketing

Step into a high-impact leadership role shaping how we retain and reward Card customers across the lifecycle. You'll set the strategy for retention, product trade (upgrade/downgrade), and Ultimate Rewards, partnering across Product, Analytics, Digital, Finance, and Controls to deliver data-driven, omnichannel programs that drive loyalty, engagement, and long-term value.

As an Executive Director on the Customer Lifecycle Marketing team, you will set the strategic direction and lead a team responsible for retention marketing, product trade (upgrade/downgrade) marketing, and Ultimate Rewards marketing across the credit card portfolio. You will partner closely with cross-functional leaders (e.g., Product, Card Portfolio, Analytics, Digital, Finance, Controls) to deliver lifecycle strategies and omnichannel programs (email, site, in-app, etc.) that drive customer loyalty, engagement, and long-term value.

Job Responsibilities:

• Own lifecycle strategy across retention, product trade, and Ultimate Rewards, defining target customer outcomes, portfolio priorities, and multi-quarter roadmaps.
• Lead retention and spend engagement strategies across products, ensuring coherent customer experiences across lifecycle stages and channels.
• Oversee product trade marketing (e.g., upgrade/downgrade paths, offers, messaging, servicing journeys) and ensure strategies align with product economics and customer-first principles.
• Lead Ultimate Rewards marketing strategy, including engagement and education to deepen program value perception and drive rewards-related behaviors (earn, redeem, retain).
• Set segmentation and personalization strategy at scale, operationalizing audience frameworks and test-and-learn approaches that improve relevance and performance.
• Own executive-level reporting of campaign results and portfolio engagement metrics; synthesize insights into clear decisions, actions, and next-best tactics.
• Drive cross-functional leadership and influence, aligning stakeholders to a shared plan and resolving trade-offs across teams and priorities.
• Develop and mentor leaders, building a high-performing team and strengthening end-to-end marketing operating rigor (briefing, execution, measurement, optimization).
• Promote a strong control environment, adhering to risk/control procedures and managing process exceptions while maintaining a customer-first mindset.

Required qualifications, capabilities, and skills:

• 10+ years of experience in consumer marketing, lifecycle/CRM, credit card marketing, or related financial services marketing
• Demonstrated people leadership experience (leading managers and/or multiple workstreams) and success operating in a matrixed, cross-functional environment with internal and external partners.
• Strong strategic and analytical orientation: ability to translate insights into clear objectives, customer strategies, and success metrics; comfortable with segmentation and performance measurement.
• Excellent executive communication skills (written, verbal, presentations) and the ability to influence senior stakeholders and drive alignment.
• Proven ability to prioritize and manage multiple complex initiatives concurrently in a fast-paced, results-driven environment.
• Strong problem-solving mindset and results orientation; consistently improves existing campaigns and builds new strategies for specific segments.
• Commitment to risk and controls and operating discipline, balancing innovation with governance requirements.
• Bachelor's degree required

Preferred qualifications:

• Experience with loyalty/rewards ecosystems and value proposition marketing (e.g., points-based programs).
• Experience designing omnichannel lifecycle journeys across email, site, and in-app ecosystems.
• Experience leading retention and engagement portfolios strongly preferred.
• Advanced degree (e.g., MBA) preferred