Director 2 - Business / Professional Existing Customer Management

Brief Description of the Organization

Citi Cards North America (N.A.) is the market leader in the credit card industry. With a pre-eminent global brand and distribution, Citi Cards N.A. encompasses approximately 160 different cards and embraces more than 120 million customer accounts. Citi Cards N.A. maintains its leadership position by identifying needs and creating advanced products and payment systems to fill them. This franchise stands as a leader in customer service technology, security, and fraud prevention. We believe it is a priority to attract outstanding people and provide them with rewarding and fulfilling careers. Our success is achieved through the introduction of innovative products, strong partnership, and dedicated employees who are committed to excellence in whatever they do. The combination of financial strength and broad product scope at Citi Cards N.A. provides an opportunity for outstanding professionals to fully recognize their potential at a dynamic organization.

Description 

The Business/Professional Existing Customer Director will report to the head of the Business/Professional portfolios and will focus on developing and executing against strategies to drive revenue, customer engagement, and increased market share. Portfolio includes the CitiBusiness/AAdvantage Card, CitiBusiness and Professional Card. This role includes the following primary responsibilities:

• Evaluate portfolio performance and develop strategic initiatives to drive revenue growth and increase/maintain activation and usage to drive increased wallet share for the Business and Professional portfolios.


• Drive cardmember activation and usage through the development of various promotions, purchase stimulation, conversions/upgrades, balance growth, credit line increase programs and retention programs.


• Manage business profitability by creating product and channel strategies, manage profitability levers, analyze impact of business decisions, conduct business performance reviews, and lead portfolio planning processes.


• Manage all aspects of marketing campaigns from conceptualization to development to multiple channel implementations for direct mail, statements, web, and e-mails to maximize P/L valuation.


• Partner with CFO, Decision Management and Credit Policy teams to determine the financial impact for programs to profitably grow the portfolio. Track and assess program performance to determine go-forward strategy.


• Responsible for the developing, launching and overseeing ECM initiatives and operating as a 'center of excellence' in all areas marketing, segmentation, offer development, agency and vendor management, and program management.


• Collaborate with AAdvantage consumer team and American Airlines to leverage data assets and communication channels to maximize offer and channel strategies.


• Create and foster relationships with existing and new partners and networks to develop value-enhancing offers for customers.


• Define and manage cross-channel customer communications to creative a differentiated engagement strategy and optimized customer experience.


• Evaluate existing value proposition and develop go-forward strategy to streamline and/or modify the current product set. Partner with team members to determine graduation strategy for the customer base to increase revenue per customer within target segments.


• Provide a comprehensive assessment of competitive Business customer offers to help develop and guide the portfolio strategy to maximize profitability and align with customer and business needs.


• Manage budget to ensure that controls and optimization efforts are in place to achieve EBIT goals. Responsible for the Forecasting and Optimization process, Invoicing, Accrual process, Over / Under Spend, and Reclasses.

All new hires are subject to work eligibility verification via the DHS E-Verification System.

Qualifications 

Qualifications

• Broad strategic thinker with the ability to problem solve and develop a range of solutions on multiple issues


• Ability to successfully interact with various levels within the organization, including Senior Management


• Strong marketing and financial acumen with a business manager mindset


• Franchise thinker, takes accountability, is decisive


• Demonstrates a deep understanding of the changing economics and operational capabilities of the Cards business coupled with knowledge of broader consumer financial business models


• Unique customer focus. Strong record of achievement in applying a customer mindset to shape solutions and approaches and to realize marketplace potential/achieve financial goals


• Demonstrated ability to synthesize, prioritize and drive results with a strong sense of urgency


• Able to capture market share through relentless focus on managing costs and improving efficiencies


• Long-term vision and leadership stamina to maintain course within constantly changing environment


• Pragmatic problem-solver, forward thinker with independence of thought


• Continuously following and anticipating the competitive landscape


• Strong communication, presentation and influencing skills


• Able to create support and buy-in across a wide range of stakeholders; create a strong network of relationships among peers, internal partners, external constituencies, decision makers and stakeholders


• Promotes a culture of collaboration and teamwork across organizational boundaries; willing to break down functional silos to optimize business results and encourage the overall growth of the Citi Cards franchise


• Accomplished change leader, demonstrates a flexible approach and resilience to setbacks; able to drive operating and culture change


• Bachelors degree required; Masters/MBA degree preferred


• 10+ years program management/marketing experience; successful track record working on a portfolio or within a business function