SVP, Partner Management Sr Lead Officer (Hybrid)

The SVP, Partner Management Sr. Lead Officer is accountable for of complex/critical/large professional disciplinary areas. Applies in-depth understanding of the business impact of technical contributions. Strong commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results. Involved in short- to medium-term planning of actions and resources for own goals.

Responsibilities:

• P&L Ownership / Management: ‘Own the Portfolio P&L’ and improve returns by actively managing product-level P&Ls to ensure tactics are driving the right product/portfolio dynamics; review monthly product/portfolio financial performance, and identify trends that govern profitability.

• Marketing Strategy: Partner with both Acquisition and Existing Customer Marketing to ensure targeting, pricing, and offer strategies align with the overarching strategic vision and desired portfolio economics. Maintain an understanding of performance trends and assist in the active pursuit of opportunities to drive growth (e.g. channel and/or universe expansion, underwriting, etc.) while improving profitability (e.g. improved targeting).

• Competitive Assessments: Ensure the active evaluation of the competitive space to define gaps and areas of opportunity for Citi and American.

• Product Innovation: Actively evaluate product constructs and introduce new offers or product enhancements as needed to respond to changing consumer sentiment and competitive landscape. Identify and manage product offer strategies including financial forecasts, development of the customer communication strategy and working with internal partners to ensure that the enhanced product is accurately portrayed in marketing across channels. 

• Customer experience/servicing models: identify opportunities based on customer insights and take appropriate action to drive improvements in customer communication and experience throughout lifecycle. Measure the impact of all actions taken and continually monitor customer feedback through call monitoring sessions, NPS and J.D. Power survey reviews to identify and address pain points; participate in customer journeys and partner with Customer Experience to action improvement.

• Lead a team of product managers responsible for the Citi AAdvantage Mile Up, Gold, Platinum, Globe and Executive Cards.

• Fortress Controls/Issue Management: ensure adequate controls are in place and identified issues are appropriately managed, escalated, tracked, and resolved.

• Manage day-to-day interaction with American Airlines to ensure strategies are implemented across both companies. Support ad hoc projects spanning across the portfolio as needed.

Required Skills:

• Outstanding strategic, analytical, and critical thinking skills with a demonstrated ability to innovate and problem solve

• Finance, Risk, and/or Analytical experience encouraged

• Demonstrated ability to synthesize, prioritize and drive results with a strong sense of urgency

• Strong customer focus and someone who has demonstrated past achievements applying a customer mindset to shape strategies and action plans

• Influencing skills - ability to work across multiple teams and functions to align and deliver against the team’s business objectives

• Experience leading and delivering in a highly matrixed organization without direct responsibility for resources

• Excellent verbal and presentation skills, with experience working with teams in multiple locations

• Exceptional relationship/partnership management skills, strategic thought leadership and significant organizational/project management experience. Requires solid track record in managing complex business & partner needs.

• Ability to work well under tight deadlines in a fast-paced, team-oriented, intense environment.

Qualifications:

• 10+ years relevant experience in Credit Cards Industry, Finance or Banking Industry or relevant product management/marketing experience

• Bachelor's degree. Product Management experience. P&L management, Financial services business experience required

Education:

• Bachelor’s/University degree or equivalent experience, Master’s degree preferred

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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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