Consumer Product Performance Partner – Existing Customer Management

Citizens; Newark (DE); Hybrid; USD 116,000 - 157,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Retirement benefits

Parental leave

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens is seeking a Consumer Product Performance Partner for Existing Customer Management to shape the ECM growth strategy and oversee end-to-end customer experience for the Credit Card product line. The role collaborates with Finance, Risk, and Distribution to optimize profitability and manage budgets and expenses across distribution channels.

The position requires leadership across stakeholders, strong strategic thinking, and proven experience in ECM strategy development at regional or

Qualifications

• 8+ years of progressive Credit Card experience with knowledge of Existing Cardmember tactics and growth levers.
• Experience leading ECM strategy at regional/national issuer level.
• Ability to lead cross-functionally across key stakeholders and set the vision to ensure outcomes.

Responsibilities

• Strategic management of ECM growth, retention and margin objectives including risk management and product enhancements.
• Manage product portfolios and promotional strategies to maintain simple, efficient product structures across channels.
• Design and deploy strategy, customer experience, campaigns, offers, and communications with strong control environment.
• Partner with finance and Portfolio Manager on budgets and forecasts; drive pricing strategies and portfolio behavior to meet budgets.
• Direct ad hoc portfolio trend reporting and competitive analysis of product, pricing and promotions.

Skills

Credit card experience

ECM strategy

Cross-functional leadership

Budgeting & forecasting

Education

Bachelor's Degree

Job 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 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.

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.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Posting End Date: 09/30/2026