Director, Retention Marketing
Discover. A brighter future.
With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
Job Description
Company Overview:
Discover Financial Services is a direct banking and payment services company with one of the most recognized brands in U.S. financial services. Since its inception in 1986, the company has become one of the largest card issuers in the United States. The company issues the Discover card, America's cash rewards pioneer, and offers private student loans, personal loans, home equity loans, checking and savings accounts and certificates of deposit through its direct banking business. It operates the Discover Global Network comprised of Discover Network, with millions of merchant and cash access locations; PULSE, one of the nation's leading ATM/debit networks; and Diners Club International, a global payments network with acceptance in 190 countries and territories.
Discover’s vision is to be the leading direct bank and payments partner and its mission is to help people spend smarter, manage debt better and save more so they achieve a brighter financial future.
At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers, and which is consistently awarded for both. We’re all about people and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.
Position Overview:
The Director of Retention Marketing leads a team responsible for developing, directing, and executing marketing policies and programs to existing card members. The Director determines the demand for product features and experiences and identifies Discover Card existing customers; directs efforts with technology, operations, and risk to deliver these features.
The incumbent develops offers and marketing strategies with the goal of maximizing the customer relationships, share of wallet spend with Discover, and payment preference while ensuring customers are satisfied. They oversee market campaign execution and customer contact strategy to card members and optimizes card member experience to increase spending and loans. This Director also manages existing customer marketing activities to key market segments.
Key Responsibilities:
Lead the long term retention strategy including marketing strategies and product development of which increases customers positive experience and drives incremental sales and profit
Expert in developing direct to consumer omni-channel retention strategies
Ability to problem solve at a high level as well as at a ground level removing blockers and challenges for the team
Lead operational campaign process improvement across multiple channels, Email, Web, Call Center, Direct Mail, and Mobile
Lead Product team in develop product enhancements that drive incremental value and improved customer experiences tied to key performance indicators.
Partner with finance to determine program profitability and value, in order to determine risk level with particular offers and who and what to test
Experience in developing marketing journeys leveraging technology and automation as much as possible
Communicate teams goals and programs to cross functional teams for effective understanding which will drive execution
Coordinate business plans and testing with analytics and finance to optimize campaign performance.
Understand how to develop strategic tests that range across multiple programs
Expert in KPI’s that drive performance as well as measure it
Experience in managing or working with teams that manage marketing technology
A strong understanding of product development and how to create enhancements that improve customer experience as well as incremental sales
Contribute to marketing effectiveness by identifying short-term and long-range issues that must be addressed
Identify trends, insights, and optimize spend and performance based on the insights.
Brainstorm new and creative growth strategies through digital marketing
Partner with Analytics and utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points
Maintain product and marketing staff by recruiting, selecting, orienting, and training employees.
Coordinate with Operations, Digital, Technology and Law & Compliance teams to define website processes, training, communications, policies and their controls
Responsible for all creative development - manages strategy and engagement of agencies. Accountable for brand voice, look and feel, and all prospect interactions
Communicate teams strategy, wins, and challenges to the Executive team
Qualifications:
Bachelors degree in Business, Engineering or related. Masters degree preferred
8+ years of General Business or related experience
High level of knowledge in the following: Email, Web, Direct Mail, and Mobile
Must be self-motivated team player, professional, detail orientated, and possess excellent oral and written communication skills
Well-versed in performance marketing, conversion customer acquisition
Up to date with the latest trends and best practices in Digital Marketing and Creative development
Comfortable working under pressure with tight deadlines
Strong customer service skills with a commitment to superior quality
Outstanding creative presentation skills with ability to train others
Capacity to scope, manage, and QA more than one project simultaneously through your direct reports
Proven ability of leading by example with positive attitude and creating personal growth for team members
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What are you waiting for? Apply today!
The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.