Executive Director, Retention and Loyalty

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.