Senior Associate, Customer Lifecycle Marketing

The Customer Lifecycle Marketing team develops and delivers marketing strategies for existing credit card customers to build awareness, deepen engagement, and increase satisfaction and loyalty. Focus areas include Early Months on Book (EMOB), low tenure, retention, product trade (upgrade/downgrade), and authorized user programs.

The Senior Associate, Customer Lifecycle Marketing is a highly visible, cross-functional role supporting the Product Trade Marketing (upgrade/downgrade) strategy, reporting into VP Product Trade and Authorized User Marketing. As the Senior Associate for Product Trade Marketing , you will be pivotal in supporting the strategy and implementation of multi-channel marketing programs (e.g., email, site, in-app) to guide customers through card product transitions, ensuring a seamless experience during card changes, and maximizing customer satisfaction, spend, and engagement. The role requires a strong customer-first mindset and close collaboration with Product, Card Member Services, and cross-functional partners across the Card organization.

Job Responsibilities:

• Support the Product Trade Marketing strategy across credit card products by serving as the day-to-day marketing lead, coordinating the creative agency and cross-functional partners (Marketing Execution, portfolio teams, Legal/Compliance, analytics) to keep campaigns moving and aligned to strategy. • Translate strategy into campaign-ready requirements (briefs, targeting/segmentation, timelines, readiness/QA) to enable Marketing Execution to deploy accurately and on schedule, applying a customer-first, test-and-learn approach to improve engagement and performance. • Manage agency creative reviews, ensuring work aligns to the brief and brand; coordinating review rounds and consolidating stakeholder feedback into clear direction back to the agency. • Partner with analytics on measurement and insights, defining KPIs/reporting needs and turning results into optimization recommendations. • Communicate effectively with stakeholders, providing clear updates, recommendations, and alignment on priorities. • Improve repeatability and visibility by documenting and refining workflows, templates, and learnings to strengthen quality and controls for our team. • Ensure a seamless end-to-end customer experience across touchpoints by aligning messaging, sequencing, and channel handoffs.

Required Qualifications, Capabilities, and Skills:

• Bachelor’s degree required; MBA preferred. • 4+ years of direct marketing experience; lifecycle and/or credit card marketing experience preferred. • Customer-first orientation and attention to detail, ensuring marketing is clear, relevant, and on-brand across touchpoints. • Strong communication and stakeholder management skills, with a track record of effective cross-functional collaboration and influence. • Strong organization and project management skills; ability to manage multiple initiatives simultaneously and deliver on deadlines. • Proactive self-starter who confidently adapts to changing priorities and circumstances, and can operate effectively in a fast-paced, highly dynamic environment. • Analytical and metrics-driven, with the ability to interpret results and turn insights into actions and recommendations. • Solutions-oriented mindset with a focus on continuous improvement and operational efficiency. • Quickly learns new systems, platforms, and processes. • Demonstrates strong business judgment, maturity, and professionalism. • Promotes a strong control environment by adhering to risk/control procedures and escalation protocols.