Director Credit Card Customer Service Jobs in Ridgewood, NJ

Description

The Head of Credit Card for Existing customers is a leadership role that will be responsible for defining and leading the existing customer management strategy for the consumer credit card business. This leader will be responsible for maximizing the value of our existing portfolio by driving improved customer engagement, retention, and customer experience across the card lifecycle. While leading a team, the scope of influence required is broad - requiring strong cross-functional leadership across Product, Marketing, Digital, Distribution, Risk Analytics, Finance, Operations, and Technology. The position requires a balance of long-term vision with hands-on execution rigor to ensure strategy translates to measurable business impact. 

Primary responsibilities include

• Develop and execute the strategic roadmap for existing credit card customer management, defining the lifecycle strategy and capabilities that deepen customer relationships, drive engagement, and improve portfolio performance. 
• Ensure seamless customer experiences and enabling scalable, data-driven actions, offers, servicing, and portfolio management programs. 
• Lead a customer and data-driven decision approach, using customer insights and portfolio analytics and test and learn approach that measure outcomes and continuously improve the card customer lifecycle. 
• Establish performance management and governance for the card portfolio, defining KPIs, monitoring results, and driving actions to achieve business objectives. 
• Partner closely with Risk, Finance, Marketing, Product, Digital, Technology, Decision Science and Operations to deliver initiatives from concept through production

Qualifications 

• Proven track record of driving growth in cards, lending, or consumer financial services
• Deep understanding of card economics, lifecycle management, and customer value creation
• Strategic architect with the ability to operate in the details
• Enterprise leader skilled at influencing across a complex, matrixed environment
• Builder mentality - comfortable operating in maturing state and overall scaling business driven
• Demonstrated ability to translate strategy into measurable financial outcomes 

Education 

• Bachelors Degree required

• Masters Degree preferred

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F 

Pay Transparency 

The salary range for this position is $210,000- $250,000 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 .

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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.