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 segmentatio...