Lead, Co-Brand Guest Experience & Operations

Position Summary

The Lead, Co-Brand Credit Card – Onboard Acquisition & Experience is responsible for driving growth and engagement of the co-brand credit card program through onboard acquisition channels and cardholder experiences. This role focuses on maximizing new account acquisitions onboard, optimizing the end-to-end guest journey and redemption, and delivering differentiated cardholder events and experiences that strengthen loyalty and spend.

Essential Duties and Responsibilities

• Develop and execute onboard acquisition strategies to drive co-brand credit card applications and approvals.
• Optimize guest-facing acquisition touchpoints including onboard sales channel, digital placements, and guest communications.
• Design and implement compelling onboard offers, messaging, and incentives to increase conversion rates.
• Establish KPIs and performance metrics to continuously improve onboard acquisition effectiveness.
• Partner with training and operations teams to ensure frontline staff are equipped to effectively promote the co-brand card.
• Own and enhance the end-to-end onboard cardholder experience, ensuring awareness and utilization of card benefits.
• Partner with contact center and internal partners to remove friction points in the guest journey, address cardholder concerns, and increase satisfaction and engagement with the co-brand program.
• Develop and deliver onboard experiences and events tailored for co-brand cardholders.
• Create differentiated engagement opportunities that encourage top of wallet behavior and reward card engagement.
• Partner with onboard teams to plan and execute cardholder events (e.g., special access, curated activities).
• Evaluate and optimize event impact on guest satisfaction, spend, and long-term loyalty.

Qualifications, Knowledge and Skills

• Minimum of 5 years experience in marketing and/or events
• Loyalty, travel, partnership marketing, or co-brand/payment product experience is a plus
• Proficiency in Excel, PowerPoint, BI tools (e.g., Power BI), and AI tools
• Demonstrated ownership of initiatives from strategy through execution with strong attention to detail
• Clear and confident communicator, with experience presenting to senior stakeholders and large audiences
• Self-starter who thrives in a fast-paced, cross-functional environment, including external partners
• Skilled project manager capable of managing complex, multi-stakeholder initiatives
• Collaborative and influential, with strong relationship management skills
• Well-rounded marketer with experience across digital and onboard customer journeys
• Highly organized, detail-oriented executor who excels at planning and delivering flawlessly against objectives
• Strong business acumen with the ability to identify key opportunities, assess impact, and drive strategic action
• Sharp critical thinker with a structured approach to analysis, ability to leverage and manipulate data to inform strategic decisions and enable effective problem-solving
• Innovative mindset with willingness to test and learn