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 stra...