Vice President, Proactive and Reactive Retention

JPMorgan Chase & Co.•New York, NY

6d•$123,500 - $195,000

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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