Vice President, Proactive and Reactive Retention

You’ll help shape how we keep customers engaged through smarter targeting, compelling experiences, and data-driven decision-making. Join a team where you can influence strategy, test new ideas, and deliver measurable impact at scale.

As a Vice President, Proactive and Reactive Retention in the Customer Lifecycle Marketing team, you will develop and execute retention strategies that deepen customer loyalty, reduce attrition, and improve long-term portfolio performance. You will partner closely with analytics, product, and operations teams to translate customer insights into targeted programs, offers, and experiences.

Job responsibilities

• Lead the development and execution of retention strategies that improve loyalty and mitigate attrition

• Own the retention marketing roadmap across proactive and reactive programs and lifecycle moments

• Build and optimize customer segmentation, targeting, and trigger-based strategies to reach customers at key moments

• Design and run test-and-learn experiments to evaluate offers, messaging, experiences, and channel strategy

• Partner with analytics teams to leverage insights, predictive models, and performance measurement to improve outcomes

• Evolve retention offer strategy, including eligibility frameworks and personalization approaches that balance customer value and business impact

• Collaborate with portfolio, product, and operations partners to implement enhancements that improve retention effectiveness and customer experience

• Identify opportunities to expand capabilities through digital experiences, automation, and artificial intelligence–enabled solutions

• Develop clear business cases and recommendations by translating complex analysis into actionable insights for senior leaders

• Influence and align a broad stakeholder group while prioritizing work in a fast-paced environment

• Monitor customer behavior, competitive trends, and industry best practices to continuously refine retention strategy

Required qualifications, capabilities, and skills

• At least 7 years of experience in marketing, customer lifecycle management, loyalty, retention, strategy, or product marketing

• Demonstrated experience developing and executing customer engagement and retention strategies

• Strong analytical and problem-solving skills, with the ability to use data to drive decisions

• Proven ability to lead complex initiatives and influence cross-functional stakeholders

• Excellent communication and presentation skills, including experience engaging senior leaders

• Experience building and maintaining roadmaps, prioritizing initiatives, and delivering measurable outcomes

• Experience designing and evaluating experiments (e.g., test-and-learn, A/B testing) to improve customer performance

Preferred qualifications, capabilities, and skills

• Experience in financial services, loyalty programs, lifecycle marketing, or customer strategy

• Experience developing targeting frameworks using segmentation and trigger-based approaches

• Experience shaping offer strategy and personalization approaches across digital channels

• Experience leading and developing high-performing teams and fostering a culture of accountability and innovation

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.