Loyalty and Rewards Director of Lifecycle and Member Engagement

Truist Bank•Atlanta, GA

12d•Onsite

About The Position

The Loyalty and Rewards Director of Lifecycle and Member Engagement is responsible for managing the end‑to‑end client lifecycle for the Relationship Rewards program—from eligibility and enrollment through tier progression, engagement, and offboarding. This role serves as the strategic bridge between the Loyalty and Rewards team and key partners across Marketing, Product, and Digital, ensuring a seamless, compliant, and engaging client experience that aligns with program objectives and Truist’s brand standards. The role owns lifecycle strategy and execution, with accountability for client communications, engagement moments, and consistency across channels.

Requirements

Bachelor’s degree in business, or related field or equivalent combination of education and professional experience;
Ten years of experience in marketing, lifecycle management, product integration, or client experience roles within financial services;
Proven experience managing cross‑functional initiatives and client lifecycle programs in a matrixed environment;
Strong understanding of digital platforms, client communications, and regulatory considerations impacting client‑facing messaging;
Demonstrated ability to collaborate across Marketing, Product, Digital, and Compliance partners to deliver cohesive experiences;
Excellent stakeholder management, communication, and execution skills;
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products;
Ability to travel, occasionally overnight.

Nice To Haves

Experience supporting loyalty, rewards, or relationship‑based engagement programs;
Familiarity with mobile and online banking platforms and authenticated client marketing capabilities;
Experience using client insights or analytics to inform lifecycle and engagement strategies.

Responsibilities

Own and manage the end‑to‑end client lifecycle communications for the Truist Loyalty and Rewards program, including eligibility, enrollment, tier progression, ongoing engagement, and offboarding.
Ensure lifecycle rules, processes, and experiences are consistently applied and clearly understood across products, channels, and servicing teams.
Serve as the primary liaison with Marketing to develop and execute client‑facing communications, lifecycle messaging, and engagement campaigns aligned to program goals.
Partner with Legal, Risk, and Compliance teams to ensure all Rewards communications and engagement strategies comply with regulatory requirements and Truist brand standards.
Maintain close relationships with individual product teams to ensure the Rewards program is consistently integrated and reflected across eligible products and experiences.
Represent the Rewards program in cross‑functional product discussions, advocating for reward considerations and ensuring alignment to the program value proposition.
Partner with Digital teams to optimize the mobile and online banking experience for Rewards members, including authenticated marketing, tier‑based experiences, and servicing capabilities.
Ensure digital touchpoints are intuitive, personalized, and aligned with Rewards program OKRs and client engagement objectives.
Coordinate with Analytics and Product partners to monitor performance, identify engagement opportunities, and inform continuous experience improvements.
Provide clear status updates and execution insights on performance, engagement initiatives, and risks to Loyalty and Rewards leadership.
Create an inclusive, engaging, and energizing team environment, aligned with the Truist Purpose, Mission and Values, that empowers teammates to learn, grow, and have meaningful careers. Execute on managerial responsibilities and strategic priorities with excellence in a timely manner creating a differentiated experience to ensure areas of focus are operationalized throughout the team at all levels.
Attract, retain and promote top talent and build a robust slate of credible successors for key leadership positions and opportunities across Truist.