Executive Director, Retention and Loyalty

Job description

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 experie...