Executive Director, Head of High-Net-Worth Membership and Loyalty

JPMorgan Chase & Co.•New York, NY

50d•$171,000 - $260,000

About The Position

We are seeking a dynamic and visionary Executive Director to serve as Head of High-Net-Worth Membership and Loyalty. As an Executive Director, Membership and Loyalty within the High-Net-Worth Card team, you will lead the strategy, operations, and client experience for our Client Entertainment offerings, overseeing all aspects of membership programming, partner management, entertainment, and loyalty benefits for our most valued clients. You will be responsible for driving innovation in client experiences, managing key partnerships, and ensuring operational excellence across all touchpoints.

Requirements

10+ years of leadership experience in membership, loyalty, entertainment, or luxury services, with a focus on high net worth clientele.
Proven track record in developing and executing programming, partnership, and client experience strategies for exclusive membership or entertainment environments.
Strong financial acumen with experience managing operating budgets and vendor contracts.
Exceptional leadership and team management skills, with the ability to inspire and mobilize cross-functional teams.
Strategic thinker with a passion for innovation, creativity, and delivering world-class client experiences.
Experience in facilities management, membership operations, and analytics.
Demonstrated ability to manage complex stakeholder relationships and drive results in a highly matrixed environment.
Bachelor's degree required.

Nice To Haves

Master's degree preferred.

Responsibilities

Develop and execute the programming and partnership strategy for Client Entertainment, including exclusive events, experiences, and collaborations with luxury and entertainment partners.
Oversee the Food & Beverage management team, operating budget, and entertainment partner relationships to ensure exceptional service and operational efficiency.
Lead the Client Entertainment client experience strategy, including concierge services, reservations, and CRM initiatives to deliver a seamless and personalized client journey.
Manage guest feedback channels, escalation processes, and recovery strategies to ensure client satisfaction and continuous improvement.
Design and implement a mystery shop and competitive intelligence program to benchmark and enhance club offerings and service standards.
Oversee membership operations, including reporting, invoicing, analytics, and process optimization to support growth and retention.
Provide oversight for facilities maintenance and management, ensuring club environments meet the highest standards of quality and safety.
Develop and manage the benefits strategy, curating unique experiences and offerings that differentiate the Client Entertainment program and drive client loyalty.
Oversee contract SLA management, ensuring all partner and vendor agreements are executed to standard and deliver on service commitments.
Lead the execution of programming partnerships, collaborating with internal and external stakeholders to bring innovative client experiences to life.