Head of Credit Card Existing Customer Management

Kroger; Cincinnati (OH); On-site; USD 120,000 - 170,000; Full time

Job summary

Kroger in Cincinnati seeks a strategic leader to guide the existing credit card customer program, driving sales growth and a superior customer experience. This role partners with marketing, store teams, and external partners to test offers and optimize spend, while focusing on P/L performance and program execution.

The ideal candidate brings 5+ years in retail/financial services with strong negotiation and leadership capabilities, delivering measurable value across multiple channels.

Qualifications

• 5+ years of leading people or working with external partners.
• 5+ years in retail, merchandising or financial services.
• 5+ years of negotiation with external partners.
• Deep understanding of P/L drivers.
• Demonstrated accuracy and attention to detail.
• Excellent oral and written communications skills.
• Strong leadership and interpersonal relationship building.

Responsibilities

• Develop long term existing customer strategy and new offers by assessing competition, customer needs, and research findings.
• Create business cases for marketing offers to existing customers and assess ROI.
• Lead annual plans and initiatives to drive sales and maintain attrition profitably.
• Use data driven strategies and A/B testing with partners to optimize spend and budget.
• Collaborate with internal partners such as Marketing and cross functional teams and external partners.
• Implement programs across multiple channels to hit goals.
• Manage forecasting and KPI tracking and campaign analysis related to sales.
• Maintain awareness of competitive landscape to inform program development.
• Communicate, promote and execute Kroger Personal Finance programs and initiatives across Kroger and divisional teams.
• Partner with all business lines to deliver execution at store level to meet financial targets.
• Travel to meet with internal and external partners.
• Must be able to perform essential job functions with or without reasonable accommodation.

Skills

Leadership

Cross-functional collaboration

Data-driven strategy

A/B testing

External partner management

Job description

Lead the strategic direction for existing credit card customers within Kroger. This individual is responsible to drive sales for the card and is solely responsible to create a great customer experience. They will provide leadership to drive the sales growth strategy for the credit card business and drive sales targets and OP for Kroger Personal Finance. The ideal candidate will focus on the customer experience and drive incremental sales by creating and testing unique offers with internal and external partners. This candidate is a strategist and an operator who has worked with cross functional teams and has a history working with external partners. Demonstrate the company’s core values of respect, honesty, integrity, inclusion and safety.

Responsibilities

• Develop long term existing customer strategy, including new offers and/or features by assessing competition, customer needs, and research findings
• Develop business cases to marketing offers to existing customers by identifying needs, analyzing options and assessing expected return on investment
• Create annual plan and lead initiatives to drive sales and maintain attrition profitably
• Use data driven strategies and A/B testing with partner to optimize spend and budget
• Collaborate with internal partners such as Marketing, cross functional teams and external partners
• Implement programs, including working internally and with external partners across multiple channels to hit goals
• Manage forecasting and KPI’s, develop campaign analysis and incentive strategies related to sales
• Maintain awareness of competitive landscape to inform program and feature development, including future product development
• Communicate, promote and execute KPF programs and initiatives throughout Kroger and divisional teams
• Partner with all business lines at KPF to deliver the level of execution at store level that is necessary to meet the financial targets
• Travel to meet with internal and external partners
• Must be able to perform the essential job functions of this position with or without reasonable accommodation

Minimum Qualifications

• 5+years of experience leading people or working with external partners
• 5+ years retail, merchandising or financial services experience
• 5+ negotiation experience with external partners
• Deep understanding of P/L drivers
• Demonstrated accuracy and attention to detail
• Excellent oral and written communications skills
• Strong skills in leadership, interpersonal relationship building