Director, Customer Loyalty and Retention

About the role

Credit Acceptance is seeking a Director, Customer Loyalty & Retention to join the Credit Acceptance marketing team, reporting to the VP of Marketing. The ideal candidate will build a world-class Customer Loyalty & Retention function, owning the strategies and tactics that drive retention, loyalty, and satisfaction across the customer lifecycle.

Responsibilities

• Own the Customer Loyalty & Retention strategy and roadmap, directly accountable for retention rate, gross dollar retention (GDR), and customer satisfaction outcomes across the lifecycle.
• Build a world-class Customer Loyalty & Retention team, establishing clear strategies and tactics to drive retention, loyalty, and satisfaction across the customer lifecycle.
• Map the end-to-end customer lifecycle to identify the moments that matter most for retention, loyalty, and satisfaction.
• Develop programs that recognize and appreciate customers, encourage the right behaviors, and reward progress as customer needs evolve over time.
• Evaluate and develop loyalty and retention initiatives that elevate the overall customer experience and differentiate Credit Acceptance in our industry.
• Generate insights and recommendations from qualitative and quantitative data — including quick, back-of-the-envelope analysis — to size opportunities and prioritize initiatives.
• Partner cross-functionally across marketing and the broader enterprise to design, deliver, and present these strategies to executive audiences.
• Balance strategic vision with hands-on execution, delivering programs with excellence.
• Build, lead, and develop a high-performing team, coaching and mentoring team members and supporting succession and career growth within the function.
• Foster a culture of accountability, customer focus, and continuous improvement across the team.

Requirements

• Bachelor's degree in Marketing, Business, or a related field, or equivalent experience.
• 10+ years of experience in customer loyalty, retention, lifecycle marketing, or CRM, with at least 3 years in a leadership role.
• Proven track record building or scaling loyalty, retention, or customer experience programs.
• Experience owning or heavily influencing budget/investment decisions for a function or program area.
• Experience using quantitative and qualitative data to inform strategy and measure program impact.
• Demonstrated experience presenting to and influencing senior/executive audiences.
• Strong cross-functional collaboration and stakeholder management skills.
• Experience driving large-scale program launches through medium to large organizations.
• Excellent written and verbal communication skills.

Preferred

• MBA or other advanced degree.
• Experience in financial services, fintech, or subprime/near-prime lending.
• Experience designing and managing loyalty or retention programs.
• Experience working with credit risk, collections, or servicing teams.