Director, Head of American Airlines Customer Engagement (Hybrid)

The Director, Head of American Airlines Customer Engagement is responsible for driving customer engagement for the multi-billion-dollar AA Cobrand portfolio. They are accountable for developing new and existing customer engagement and loyalty strategies for both the American Airlines Consumer and Small Business portfolios and delivering against a robust portfolio development roadmap in support of partnership growth, driving financial performance (P&L), top-of-wallet behavior, NPS and expense management.

Primary Responsibilities:

The Head of American Airlines Existing Customer Management responsibilities include:

• Being the primary contact for American Airlines with respect to new and existing customer engagement and loyalty strategies, customer experience enhancements, and capabilities development.

• Leveraging a deep understanding of contractual commitments to lead partner negotiations related to existing customer programs, servicing, and new capabilities.

• Partnering with the Acquisitions and Existing Customer Marketing organizations to drive customer engagement across Acquisition, Early Engagement, Sales Engagement, Lending, and Retention.

• Identify incremental consumer and small business Acquisition and Existing Customer Marketing opportunities focused on revenue optimization. Work with American Airlines to better leverage partner assets to enhance programs.

• Lead efforts to innovate, research, develop, and deliver new capabilities and programs in partnership with American Airlines in support of our mutual partnership objectives.

• Lead efforts with Operations and Customer Experience to improve NPS and identify opportunities to reduce expenses and implement changes while upholding service levels.

• Execute Research to gain consumer insights to help inform products, programs, and communications strategies. Understand and adapt to evolving consumer sentiment toward payments and travel.

• Ensure compliance, audit, and regulatory requirements are consistently met within sphere of influence and responsibility.

• Heavy travel to partner events and headquarters.

Knowledge, Skills, and Abilities:

• 10+ year’s management experience with financial services, card industry and partnerships.

• In depth knowledge of payment and co-brand space, small business and consumer programs, affluent customer, and loyalty programs.

• Strong relationship management skills and experience with client team management.

• Demonstrated success in managing internal and external partnerships.

• Prior product development experience including development of design target, value propositions, positioning, claims, pricing, and promotions.

• P&L management, strong financial acumen, and analytical skills.

• BA/ BS required; MBA preferred.

Leadership Competencies:

• Drives client value through insight and innovative ideas.

• Delivers results, creates an executable path for achieving critical objectives and driving meaningful outcomes.

• Ability to lead cross-functional teams through a clear and consistent line of sight regarding critical work activities.

• Self-motivated, highly adaptive, and able to work well in high stress situations.

• Takes the initiative to solve problems, create contingencies and minimize risks to protect the best interests of Citi and Cobrand partners.

• Customer-centric with ability to balance both customer/ partner benefits and business financials.

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Job Family Group:

Consumer Sales

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Job Family:

Consumer Business Development

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Time Type:

Full time

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Primary Location:

Wilmington Delaware United