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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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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