VP of Retention Strategy: Proactive & Reactive Growth

JPMorgan Chase & Co.; New York (NY); On-site; USD 180,000 - 300,000; Full time

Job summary

JPMorgan Chase & Co. in New York seeks a VP of Proactive and Reactive Retention to shape customer engagement through data-driven retention strategies. You will partner with analytics, product, and operations to translate insights into targeted programs, offerings, and experiences that deepen loyalty and reduce attrition.

You will lead roadmap development, optimize segmentation and triggers, and run test-and-learn experiments across digital channels to improve portfolio performance.

Qualifications

• At least 7 years of experience in marketing, customer lifecycle management, loyalty, retention, strategy, or product marketing.
• Demonstrated experience developing and executing customer engagement and retention strategies.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions.
• Proven ability to lead complex initiatives and influence cross-functional stakeholders.
• Excellent communication and presentation skills, including experience engaging senior leaders.
• Experience building and maintaining roadmaps, prioritizing initiatives, and delivering measurable outcomes.
• Experience designing and evaluating experiments (e.g., test-and-learn, A/B testing) to improve customer performance.

Responsibilities

• Lead the development and execution of retention strategies that improve loyalty and mitigate attrition.
• Own the retention marketing roadmap across proactive and reactive programs and lifecycle moments.
• Build and optimize customer segmentation, targeting, and trigger-based strategies to reach customers at key moments.
• Design and run test-and-learn experiments to evaluate offers, messaging, experiences, and channel strategy.
• Partner with analytics teams to leverage insights, predictive models, and performance measurement to improve outcomes.
• Evolve retention offer strategy, including eligibility frameworks and personalization approaches that balance customer value and business impact.
• Collaborate with portfolio, product, and operations partners to implement enhancements that improve retention effectiveness and customer experience.
• Identify opportunities to expand capabilities through digital experiences, automation, and artificial intelligence–enabled solutions.
• Develop clear business cases and recommendations by translating complex analysis into actionable insights for senior leaders.
• Influence and align a broad stakeholder group while prioritizing work in a fast-paced environment.
• Monitor customer behavior, competitive trends, and industry best practices to continuously refine retention strategy.

Skills

Marketing strategy

Customer lifecycle management

Loyalty & retention

Analytical thinking

Cross-functional leadership

Job description

JPMorgan Chase & Co. in New York seeks a VP of Proactive and Reactive Retention to shape customer engagement through data-driven retention strategies. You will partner with analytics, product, and operations to translate insights into targeted programs, offerings, and experiences that deepen loyalty and reduce attrition.

You will lead roadmap development, optimize segmentation and triggers, and run test-and-learn experiments across digital channels to improve portfolio performance.