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Channel Marketing Lead, Principal Associate

Do you like moving the needle with marketing? We are looking for a high-impact Channel Marketing Manager whose single North Star is closing merchant acceptance gaps and reactivating dormant B2B merchants across our marketplace.

We have an established foundation in outbound offline channels-Telemarketing, Site Visits, and Mystery Shopping-and we are ready to turn them into a high-performing, well-oiled engine. You will own our existing vendor channel strategy while leading the charge to audit, optimize, and scale it.

This is a role for an operator who is equally comfortable writing a high-converting phone script, managing enterprise vendor SLAs, and digging into the data to optimize unit economics and matchback attribution. We're looking for a rare mix of persuasion skills (copywriting, sales psychology), data fluency (P&L tracking, conversion testing), and enterprise execution.

Responsibilities:

Channel Audit & Optimization (The "Rebuild")

• Vendor & Program Audit: Audit existing Telemarketing, Site Visit, and Mystery Shopping programs to establish baseline Cost Per Reactivation (CPR), conversion volume, conversion rates, and vendor performance.

• Reactivation Messaging & Playbooks: Revamp campaign copy, objection-handling frameworks, phone scripts, and field briefs using B2B persuasion tactics to increase dormant merchant win-backs by 25%.

• Vendor SLA & Operations Control: Direct third-party call centers and field agencies, holding them accountable to strict SLAs, conversion standards, script compliance, and daily volume targets.

Outbound Expansion & Orchestration (The "Build")

• Geo-Targeted & Internal Partner Campaigns: Expand outbound channels beyond broad sweeps into hyper-segmented, localized pushes. Partner with internal teams (e.g., Issuer Readiness) to execute targeted field visits, phone calls, and mystery shopping that solve specific business needs.

• Integrated Touchpoint Orchestration: Align timing, triggers, and messaging across telemarketing calls, site visits, and mystery shopping so inactive merchants experience a unified, multi-touch outbound push.

• Offline-to-Online Matchback Tracking: Partner with analytics teams to establish tracking systems that connect physical site visits, mystery shopping touchpoints, and phone calls directly to online merchant transaction data.

Performance & Process

• P&L & Budget Stewardship: Own media planning and dynamic budget allocation across the $2.5M-$3.5M annual vendor spend, continually optimizing trade-offs between telemarketing, field reps, and mystery shopping to maximize return.

• Unit Economics & Data Rigor: Own channel unit economics (CAC, CPR, payback), execute statistically significant testing on vendor scripts and merchant incentives, and eliminate vanity activity metrics (e.g., "calls completed").

• Enterprise Compliance & Governance: Partner closely with Legal, Compliance, and Brand to ensure all vendor scripting, field briefs, and mystery shopping workflows meet enterprise risk standards without stalling campaign velocity.

Basic Qualifications:

• Bachelors Degree or military experience

• At least 5 years of performance marketing, channel management, or outbound marketing experience in Financial Services, Fintech, Payments or other highly regulated industry

• At least 2 years working experience with Salesforce, Salesforce Marketing Cloud, or Pardot

Preferred Qualifications:

• Bachelors in Marketing, Advertising, Communications or Consumer Behaviors

• 3+ years of vendor management

• Strong project management skills and attention to detail

• Demonstrated experience managing multiple stakeholders and working cross functionally

• Experience writing or auditing direct-response call scripts, field briefs, and objection-handling documentation.

• Experience navigating regulatory or legal compliance reviews for marketing operations.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Chicago, IL: $109,900 - $125,400 for Principal Associate, Marketing

Riverwoods, IL: $109,900 - $125,400 for Principal Associate, Marketing

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).