Consumer Product Performance Partner – Existing Customer Management

As the Consumer Product Performance Partner – Existing Customer Management, this role sets strategic direction for the Credit Card product ECM (Existing Card Members) communication and engagement strategy.  Consumer Product Performance Partner – Existing Customer Management is responsible for ensuring individual client and business line needs are met, while providing for effective portfolio growth and profitability of the business in accordance with budget targets. They will work in close collaboration with the Consumer Portfolio Manager, Finance, Risk Management, Distribution and other business partners to optimize portfolio growth, fee revenue, margin revenue and oversee product specific expenses across their assigned distribution lines. This position will be responsible for successful creation and deployment of a robust ECM growth strategy consisting of thoughtful communication and initiative strategy implementation.  P&L management and related business analysis, sales support, marketing support, and product management activities.

Primary responsibilities include

• Strategic management of ECM growth, retention and margin objectives. This includes effective risk management and product enhancements while overseeing the end-to-end customer experience for each product. Works closely with cross-functional partners to ensure key KPI, budget, and execution objectives are achieved.  
• Management of assigned products and promotional strategies to maintain simple, efficient, and streamlined product structures. Ensure clarity of field and Banker communication and appropriate balance of strategies across products lines and distribution channels.
• Actively manage strategy design and deployment, customer experience, campaign planning, offers, and communications while maintaining a sound control environment.
• Partners with finance and the Portfolio Manager in developing budgets and forecasts. Actively driving discussion of product and pricing strategies and expected portfolio behaviors to drive achieving budgets.
• Directs ad hoc reporting on portfolio trends and related industry comparisons including competitive analysis of product, pricing, portfolio dynamics and promotional structures.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • Bachelor’s Degree
  • 8+ years of progressive Credit Card experience, strong knowledge of Existing Cardmember tactics and growth levers
  • 2+ years ECM strategy experience; at regional/national issuer level
  • Ability to lead cross functionally across key stakeholders – setting the vision and directing to ensure outcome.
• Preferred Qualifications
  • ECM strategy development within “build from scratch” environment.
  • Proven experience leading program growth from NASCENT status  
  • Proven comfortability leading in self-navigated environment; a true “builder” who operates with owner-mindset.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F (4 days in office)

Pay Transparency 

The salary range for this position is $116,000 - $157,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.