Director, Strategic Customer Development - Business Cards & Payments (Remote-Eligible)

Director, Strategic Customer Development - Business Cards & Payments (Remote-Eligible)

Director, Strategic Customer Development

Level: Director

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a journey to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.   

                                          

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams.

The Business Cards & Payments (BC&P) organization is committed to fueling the courageous entrepreneurial spirit that's at the heart of America's business owners and offer products and services to help them do more business. 

We’ve built an organization that is focused on listening to and learning from the millions of business customers we serve every day to make sure our products, services and experiences work as hard as they do. The name of our organization reflects our current leadership position in Small Business and Commercial Cards - as well as our aspiration to serve a wide range of needs for our customers Beyond the Card.

We are a culture that dreams big and embraces an entrepreneurial and ownership spirit - just like our business customers.

Summary of Role:

We are seeking an accomplished, results-driven Director of Strategic Customer Development to lead and inspire a team focused on managing, growing and retaining Capital One's largest Business Cards & Payments clients. As a leader of leaders, this individual will govern the strategy and enable Local Market Leaders to drive revenue growth, maximize purchase volume, and ensure exceptional backbook retention within our highest-spending customer segment.

Core Responsibilities:

• Lead and mentor a team of experienced Local Market Leaders

• Foster a culture of personalized, strategic account management

• Establish portfolio growth goals (purchase volume, product adoption, profitability, etc.) and ensure SCDMs create and execute plans to meet or exceed these targets

• Serve as the accountable executive and point of escalation for complex or high-value customer relationships

• Champion a customer-centric culture that leverages customer feedback and market intelligence to influence internal strategies

• Liaison between the Strategic Customer Development team and cross-functional partners, including Product, Field Strategy, and CML Bank

• Govern the process for gathering and delivering critical insights regarding customer friction points, competitor activity, and product gaps 

• Ensure all account management and retention activities are executed in accordance with Capital One's compliance, legal, and regulatory guidelines

• Prepare and deliver regular financial and performance updates to senior leadership

• Lead and manage a team of remote workers

Skills and Competencies:

• Strategic: the candidate will have a proven track record of making holistic assessments of our current state, defining an end state vision, and articulating the path to get there.  

• Strong communication, negotiation and influencing skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills.

• Strong judgment, leadership and integrity: The candidate should be a tenacious decision maker, able to bring a responsible approach to business while in a leadership position guiding execution resources.

• Clear results orientation: Focused on achieving both short and long-term goals. They should be able to drive and execute an agenda in an uncertain and fluid environment while overseeing multiple projects and programs concurrently.

• Successful