Loyalty and Rewards Director of Lifecycle and Member Engagement

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Regular or Temporary: Regular

Language Fluency: English (Required)

Work Shift: 1st shift (United States of America)

Please review the following job description:

The Loyalty and Rewards Director of Lifecycle and Member Engagement is responsible for managing the end‑to‑end client lifecycle for the Relationship Rewards program—from eligibility and enrollment through tier progression, engagement, and offboarding. This role serves as the strategic bridge between the Loyalty and Rewards team and key partners across Marketing, Product, and Digital, ensuring a seamless, compliant, and engaging client experience that aligns with program objectives and Truist’s brand standards. The role owns lifecycle strategy and execution, with accountability for client communications, engagement moments, and consistency across channels.

ESSENTIAL DUTIES AND RESPONSIBILITIES Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Own and manage the end‑to‑end client lifecycle communications for the Truist Loyalty and Rewards program, including eligibility, enrollment, tier progression, ongoing engagement, and offboarding.

2. Ensure lifecycle rules, processes, and experiences are consistently applied and clearly understood across products, channels, and servicing teams.

3. Serve as the primary liaison with Marketing to develop and execute client‑facing communications, lifecycle messaging, and engagement campaigns aligned to program goals.

4. Partner with Legal, Risk, and Compliance teams to ensure all Rewards communications and engagement strategies comply with regulatory requirements and Truist brand standards.

5. Maintain close relationships with individual product teams to ensure the Rewards program is consistently integrated and reflected across eligible products and experiences.

6. Represent the Rewards program in cross‑functional product discussions, advocating for reward considerations and ensuring alignment to the program value proposition.

7. Partner with Digital teams to optimize the mobile and online banking experience for Rewards members, including authenticated marketing, tier‑based experiences, and servicing capabilities.

8. Ensure digital touchpoints are intuitive, personalized, and aligned with Rewards program OKRs and client engagement objectives.

9. Coordinate with Analytics and Product partners to monitor performance, identify engagement opportunities, and inform continuous experience improvements.

10. Provide clear status updates and execution insights on performance, engagement initiatives, and risks to Loyalty and Rewards leadership.

11. Create an inclusive, engaging, and energizing team environment, aligned with the Truist Purpose, Mission and Values, that empowers teammates to learn, grow, and have meaningful careers. Execute on managerial responsibilities and strategic priorities with excellence in a timely manner creating a differentiated experience to ensure areas of focus are operationalized throughout the team at all levels.

12. Attract, retain and promote top talent and build a robust slate of credible successors for key leadership positions and opportunities across Truist.

QUALIFICATIONS

Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor’s degree in business, or related field or equivalent combination of education and professional experience;

2. Ten years of experience in marketing, lifecycle management, product integration, or client experience roles within financial services;

3. Proven experience managing cross‑functional initiatives and client lifecycle programs in a matrixed environment;

4. Strong understanding of digital platforms, client communications, and regulatory considerations impacting client‑facing messaging;

5. Demonstrated ability to collaborate across Marketing, Product, Digital, and Compliance partners to deliver cohesive experiences;

6. Excellent stakeholder management, communication, and execution skills;

7. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products;

8. Ability to travel, occasionally overnight.

Preferred Qualifications:

1. Experience supporting loyalty, rewards, or relationship‑based engagement programs;

2. Familiarity with mobile and online banking platforms and authenticated client marketing capabilities;

3. Experience using client insights or analytics to inform lifecycle and engagement strategies.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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