Managing Director, Head of Cardmember Access & Experiences, US Consumer Cards

Managing Director, Head of Cardmember Access & Experiences, US Consumer Cards

The MD, Cardmember Access and Experiences is responsible for designing and delivering experiences, perks and privileges for Citi cardmembers that differentiate Citi products and drive customer acquisition, engagement, and profitability. This role will provide strategic thought leadership and work closely with the Cards Products and Travel & Rewards teams in redefining key verticals like Travel, Dining, Entertainment, Lifestyle and other categories to ensure that the loyalty and benefit ecosystem is aligned to product strategy, positioning and economics to create competitive advantage.

The leader will be expected to have in-depth knowledge of the credit card industry and direct competitors' value propositions. The successful candidate must bring a combination of strategic and execution skills and expected to articulate Citi's strategic priorities in this space, garnering support, buy-in from key stakeholders and be accountable for the customer experience and economics associated with these programs. This role is part of the USCC Executive leadership team and will be expected to build close partnerships across the team and contribute to and influence the broader Cards strategy.

Responsibilities:

• Outline and execute the benefits strategy based on product strategy across various card tiers (mass, affluent, premium), reinforcing Citi's pillars of Trust, Flexibility, and Global Access.
• Own the strategy, content, and customer experience (CX) for benefits education and awareness in Citi's mobile app and Citi.com (e.g., Benefits Hub)
• Develop and manage strategic partnerships in key verticals, including:
• Travel (Lounges, Hotels, Global Entry, CLEAR, Concierge)
• Dining (Value, access, events)
• Entertainment (Sports, concerts, events)
• Lifestyle (Health/Wellness, Streaming, Rideshare)
• Insurance
• Other categories (e.g., Apparel, Retail), including new merchant partnerships for Thank You Rewards program
• Ensure customer value and economics align with Citi's overall product strategy and profitability
• Lead benefits launch, execution and fulfillment
• Evaluate Return on Investment (ROI), customer satisfaction, and utilization of benefits. Manage the benefits with a product and portfolio management mindset, including quarterly reviews, annual refresh cycles, and lifecycle management
• Manage all aspects of relationships, including contract negotiations, partner expansion, and cross-franchise opportunities
• Leverage existing contracts and proactively redefine, renegotiate, or amend agreements as necessary to foster deeper, mutually beneficial relationships
• Drive the business through balanced risk management, strong control discipline, and flawless operational execution.
• Maintain an external network of industry contacts for market and talent intelligence
• Understand industry trends, the competitive landscape, and Citi's position within it
• Drive a strong people leadership agenda and be a culture carrier. Ensure that we are positioned for success with the best talent management practices including but not limited to coaching, development and ensuring strong succession plans are in place throughout the organization
• Drive a strong culture and a productive work environment where people thrive, learn and get recognized
• Manage, develop, and deliver written and oral communications, presentations, and assessments to executive leadership and broader teams
• Appropriately assess risk when making business decisions, considering the firm's reputation and safeguarding Citigroup, its clients, and assets. This involves driving compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, escalating, managing, and reporting control issues with transparency, and effectively supervising the activity of others while ensuring accountability for maintaining these standards

Qualifications:

• 15+ years of management experience with a strong focus in financial services
• Extensive experience in product management, partnership and business development
• Demonstrated financial acumen and P&L management skills
• Strong people leadership and stakeholder management skills
• Proven success in growing a business and building internal and external partnerships
• Strong technical ability and understanding of cutting-edge and emerging technology
• Demonstrated ability to transform consumer research into actionable plans.
• Demonstrated success in managing internal and external partnerships and the ability to negotiate complex structures
• Ability to identify partners, make C-Suite level connections, build business cases, gain senior leadership support and sponsorship, negotiate agreements, and effectively onboard new partners
• Comfortable operating in a highly matrixed, complex, and commoditized environment

Education:

• Bachelor's/University degree required.
• Master's degree preferred.
• Managerial experience is essential.