Vice President, Proactive and Reactive Retention

You’ll help shape how we keep customers engaged through smarter targeting, compelling experiences, and data-driven decision-making. Join a team where you can influence strategy, test new ideas, and deliver measurable impact at scale.

As a Vice President, Proactive and Reactive Retention in the Customer Lifecycle Marketing team, you will develop and execute retention strategies that deepen customer loyalty, reduce attrition, and improve long-term portfolio performance. You will partner closely with analytics, product, and operations teams to translate customer insights into targeted programs, offers, and experiences.

• 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

• 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

• Experience in financial services, loyalty programs, lifecycle marketing, or customer strategy
• Experience developing targeting frameworks using segmentation and trigger-based approaches
• Experience shaping offer strategy and personalization approaches across digital channels
• Experience leading and developing high-performing teams and fostering a culture of accountability and innovation

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. 

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans