Senior Director, Cardholder Retention & CX Lead

Corpay; Brentwood (TN); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental, & Vision benefits

401 (k) plan

Robust PTO offerings

Employee discounts

Job summary

A financial services company in Brentwood, TN is seeking a Senior Director, Cardholder Retention & CX Lead. This role involves designing and optimizing strategies that enhance cardholder retention and usage. Candidates should possess over 10 years of experience in consumer finance with proven results in driving retention and improving customer experience. The position offers a collaborative work environment and comprehensive benefits.

Qualifications

• Proven track record in driving usage, reducing attrition, and improving retention.
• Deep understanding of cardholder psychology and behavioral economics.
• Clear and persuasive communicator who can influence without authority.

Responsibilities

• Develop and execute retention programs to extend cardholder lifecycle.
• Map and continuously improve end-to-end cardholder journeys.
• Collaborate with Marketing to craft campaigns nurturing cardholder usage.

Skills

Customer-Centric Thinking

Collaboration & Communication

Technical & Analytical Skills

Education

10+ years in consumer finance or digital banking

Tools

Digital CRM tools

Job description

Senior Director, Cardholder Retention & CX Lead

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What We Need

Corpay is currently looking to hire a results-driven and customer-obsessed Senior Director, Cardholder Retention & CX Lead to design, implement, and optimize strategies that increase cardholder lifetime value. This role will focus on improving retention, driving card usage (average spend and frequency), reducing attrition, and delivering seamless experiences across the entire cardholder journey—from onboarding to activation, usage, and beyond. You will report directly to the president, GM and regularly collaborate with Marketing, Operations, and the technology team.

What We Need

Corpay is currently looking to hire a results-driven and customer-obsessed Senior Director, Cardholder Retention & CX Lead to design, implement, and optimize strategies that increase cardholder lifetime value. This role will focus on improving retention, driving card usage (average spend and frequency), reducing attrition, and delivering seamless experiences across the entire cardholder journey—from onboarding to activation, usage, and beyond. You will report directly to the president, GM and regularly collaborate with Marketing, Operations, and the technology team.

How We Work

As a Senior Director, Cardholder Retention & CX Lead, you will be expected to work in an on-site environment. Corpay will set you up for success by providing:

• Assigned workspace in the Brentwood, TN office
• Company-issued equipment
• Formal, hands-on training
  
  

Role Responsibilities

The responsibilities of the role will include:

Retention Strategy & Commercial Impact

• Develop and execute retention programs to extend cardholder lifecycle, improve engagement, and reduce churn.
• Identify and act on usage trends to grow average transaction value (ATV) and average transaction frequency (ATF).
• Monitor key lifecycle metrics and implement interventions to optimize CLV (Customer Lifetime Value).
• Define and manage loyalty or benefits-based programs that influence stickiness and satisfaction.
  
  

Customer Experience Optimization

• Map and continuously improve end-to-end cardholder journeys—from onboarding and activation to everyday usage.
• Partner with design and ops teams to remove friction points and enhance moments that matter.
• Use NPS, CSAT, complaint analysis, and voice-of-customer data to refine touchpoints and resolve systemic issues.
  
  

Cross-Functional Execution

• Work closely with Analytics to define retention KPIs, segment behavior, and identify risk of attrition.
• Collaborate with Marketing to craft campaigns that nurture cardholder habits and usage.
• Partner with Product, IT, and Operations to deliver a best-in-class CX platform that supports personalization and timely interventions.
  
  

Data-Driven Insight & Innovation

• Leverage data to uncover behavioral insights and test hypotheses on churn triggers and retention levers.
• Design and iterate on A/B tests and lifecycle campaigns to increase activation, usage, and renewal.
• Advocate for system changes or tech enhancements based on evidence of customer friction or unmet needs.
  
  

Qualifications & Skills

Experience & Expertise

• 10+ years of experience in consumer finance, cards, digital banking, or payments—ideally in a CX, lifecycle, retention, or product marketing role.
• Proven track record in driving usage, reducing attrition, and improving retention through data-backed initiatives.
• Experience managing cross-functional initiatives in a matrixed organization.
  
  

Customer-Centric Thinking

• Deep understanding of cardholder psychology, needs, and behavioral economics.
• Strong grasp of customer experience principles, journey mapping, and service design.
  
  

Collaboration & Communication

• Adept at working across Analytics, Marketing, Operations, and Tech to deliver cohesive outcomes.
• Clear and persuasive communicator who can influence without authority and drive alignment.
  
  

Technical & Analytical

• Familiarity with card product metrics and CLV modeling.
• Strong understanding of marketing automation, digital CRM tools, and customer data platforms (CDPs).
• Able to interpret analytics and translate them into actionable business initiatives.
  
  

Benefits & Perks

• Medical, Dental, & Vision benefits available from the 1st month after hire
• 401 (k) plan (subject to eligibility requirements).
• Robust PTO offerings, including major holidays, vacation, sick, personal, and volunteer time.
• Employee discounts with major providers (i.e., wireless, gym, car rental, etc.).
  
  

Equal Opportunity/Affirmative Action Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing and Sales

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