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

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction. We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.