Head of Credit Card Existing Customer Management

Job description

The Head of Credit Card for Existing customers is a leadership role that will be responsible for defining and leading the existing customer management strategy for the consumer credit card business. This leader will be responsible for maximizing the value of our existing portfolio by driving improved customer engagement, retention, and customer experience across the card lifecycle. While leading a team, the scope of influence required is broad – requiring strong cross-functional leadership across Product, Marketing, Digital, Distribution, Risk Analytics, Finance, Operations, and Technology. The position requires a balance of long-term vision with hands-on execution rigor to ensure strategy translates to measurable business impact. Primary responsibilities include Develop and execute the strategic roadmap for existing credit card customer management, defining the lifecycle strategy and capabilities that deepen customer relationships, drive engagement, and improve portfolio performance. Ensure seamless customer experiences and enabling scalable, data-driven actions, offers, servicing, and portfolio management programs. Lead a customer and data-driven decision approach, using customer insights and portfolio analytics and test and learn approach that measure outcomes and continuously improve the card customer lifecycle. Establish performance management and governance for the card portfolio, defining KPIs, monitoring results, and driving actions to achieve business objectives. Partner closely with Risk, Finance, Marketing, Product, Digital, Technology, Decision Science and Operations to deliver initiatives from concept through production Qualifications Proven track record of driving growth in cards, lending, or consumer financial servicesDeep understanding of card economics, lifecycle management, and customer value creationStrategic architect with the ability to operate in the detailsEnterprise leader skilled at influencing across a complex, matrixed environmentBuilder mentality – comfortable operating in maturing state and overall scaling business drivenDemonstrated ability to translate strategy into measurable financial outcomes Education Bachelors Degree required Masters Degree preferred Hours & Work Schedule Hours per Week: 40Work Schedule: M-F Pay Transparency The salary range for this position is $210,000- $250,000 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 . #LI-CITIZENS4