Consumer Product Performance Partner – Existing Customer Management

Citizens Bank; Newark (DE); On-site; USD 116,000 - 157,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Education assistance

Wellness programs

Job summary

Citizens Bank is seeking a Consumer Product Performance Partner – Existing Customer Management to set the strategic direction for the Credit Card ECM communication and engagement program. You will align with Finance, Risk, and Distribution to optimize growth and profitability while managing P&L and cross-functional initiatives.

The role requires 8+ years in credit card experience, ECM strategy expertise, and a proven ability to lead diverse teams.

Qualifications

• Bachelor’s Degree required.
• 8+ years of progressive credit card experience with strong knowledge of existing card member tactics.
• 2+ years ECM strategy experience at regional or national issuer level.
• Ability to lead cross-functionally across key stakeholders and set a clear vision.

Responsibilities

• Strategically manage ECM growth, retention and margin objectives across products.
• Oversee end-to-end customer experience and align with budgets and KPIs.
• Develop product structures, campaigns, offers and communications with partners.
• Lead budgeting, forecasting and pricing discussions to drive portfolio performance.
• Direct ad hoc reporting on portfolio trends and industry comparisons.

Skills

Cross-functional leadership

ECM strategy

Credit card experience

P&L management

Education

Bachelor’s Degree

Job description

Description

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 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 .

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.