Executive Director, Retention and Loyalty

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).

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 segmentation and performance measurement
• Excellent executive communication skills (written, verbal, presentations) and the ability to influence senior stakeholders and drive alignment
• Proven ability to prioritize and manage multiple complex initiatives concurrently in a fast-paced, results-driven environment
• Strong problem-solving mindset and results orientation; consistently improves existing campaigns and builds new strategies for specific segments
• Commitment to risk and controls and operating discipline, balancing innovation with governance requirements
• Bachelor's degree required

Preferred Qualifications

• Experience with loyalty/rewards ecosystems and value proposition marketing (e.g., points-based programs)
• Experience designing omnichannel lifecycle journeys across email, site, and in-app ecosystems
• Experience leading retention and engagement portfolios strongly preferred
• Advanced degree (e.g., MBA) preferred