Senior Director, Cardholder Retention & CX Lead

Company: Corpay
Location: Brentwood
Posted on: October 31, 2025

Job Description:

Senior Director, Customer Engagement & Retention What We Need Corpay is hiring a Senior Director, Customer Engagement & Retention within our Prepaid division. This position falls under our Corporate Payments line of business and is located in Brentwood, TN. In this role, you will design, implement, and optimize strategies that increase cardholder lifetime value. This role will focus on improving retention, driving card usage (average spend and frequency), reducing attrition, and delivering seamless experiences across the entire cardholder journey—from onboarding to activation, usage, and beyond. You will report directly to the General Manager and regularly collaborate with Marketing, Operations, and the technology team. How We Work As a Senior Director, Customer Engagement & Retention, you will be expected to work in an on-site environment. Corpay will set you up for success by providing: Assigned workspace in the Brentwood, TN office Company-issued equipment Formal, hands-on training Role Responsibilities The responsibilities of the role will include: Developing and executing retention programs to extend cardholder lifecycle, improve engagement, and reduce churn. Identifying and acting on usage trends to grow average transaction value (ATV) and average transaction frequency (ATF). Monitoring key lifecycle metrics and implementing interventions to optimize CLV (Customer Lifetime Value). Defining and managing loyalty or benefits-based programs that influence stickiness and satisfaction. Mapping and continuously improving end-to-end cardholder journeys—from onboarding and activation to everyday usage. Partnering with design and ops teams to remove friction points and enhance moments that matter. Using NPS, CSAT, complaint analysis, and voice-of-customer data to refine touchpoints and resolve systemic issues. Working closely with Analytics to define retention KPIs, segment behavior, and identify risk of attrition. Collaborating with Marketing to craft campaigns that nurture cardholder habits and usage. Partnering with Product, IT, and Operations to deliver a best-in-class CX platform that supports personalization and timely interventions. Leveraging data to uncover behavioral insights and test hypotheses on churn triggers and retention levers. Designing and iterating on A/B tests and lifecycle campaigns to increase activation, usage, and renewal. Advocating for system changes or tech enhancements based on evidence of customer friction or unmet needs. Qualifications & Skills 10 years of experience in consumer finance, cards, digital banking, or payments—ideally in a CX, lifecycle, retention, or product marketing role. Proven track record in driving usage, reducing attrition, and improving retention through data-backed initiatives. Experience managing cross-functional initiatives in a matrixed organization. Deep understanding of cardholder psychology, needs, and behavioral economics. Strong grasp of customer experience principles, journey mapping, and service design. Adept at working across Analytics, Marketing, Operations, and Tech to deliver cohesive outcomes. Clear and persuasive communicator who can influence without authority and drive alignment. Familiarity with card product metrics and CLV modeling. Strong understanding of marketing automation, digital CRM tools, and customer data platforms (CDPs). Able to interpret analytics and translate them into actionable business initiatives. Benefits & Perks Medical, Dental, & Vision benefits available from the 1st month after hire 401 (k) plan (subject to eligibility requirements). Robust PTO offerings, including major holidays, vacation, sick, personal, and volunteer time. Employee discounts with major providers (i.e., wireless, gym, car rental, etc.). Equal Opportunity/Affirmative Action Employer Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

Keywords: Corpay, Franklin , Senior Director, Cardholder Retention & CX Lead, Human Resources , Brentwood, Tennessee