SVP, Citi/American Airlines Partner Channel Program Manager

This individual will play an important role in the management of the American Airlines Partner Channels, including: Airport, In-Flight, Call Centers, and Admirals Club Lounges. Working closely with the Field Sales and Acquisition marketing teams, this individual will be responsible for the end-to-end strategy and ongoing management of the Partner Channels Program, including: managing both the structure and messaging around employee referral/incentive programs (communications, employee resources and employee focused merchandising), coordinating efforts to drive employee engagement and retention (e.g. incentive structures, training & qualification, employee engagement events/promotions), ensuring sound control management (effectively addressing Sales Practices given the face-to-face nature of these channels), acting as a key liaison to the Field Sales team, and overall optimization of channel performance.

Ultimately, this person will be responsible for delivering against key business objectives and providing product marketing and customer experience leadership in a fast-paced environment, while ensuring that everything they manage is executed adhering to all control processes and requirements. This individual will develop/maintain strong relationships with both the AA Partner, as well as internal teams, stakeholders, and subject matter experts (e.g., Legal, Compliance, Risk, Finance and Product) to influence channel success in alignment with Citi’s goals.

Responsibilities:

• Contribute to the takeover of the Airport and In-Flight channels from Barclays as part of the portfolio acquisition / new agreement, including but not limited to: product/offer strategy, customer experience, and customer facing assets.
• Maximize employee engagement and retention in employee referral/incentive program including developing communications, resources and merchandising.
• Manage the ongoing training and qualification of agents, reps, and flight attendants into the incentive program, including ensuring field sales teams are adequately prepared to engage in the field to keep program participants informed and engaged.
• Proactively engage with the filed sales team and/or program participants to obtain feedback to further enhance the incentive program and increase engagement.
• Responsible for ongoing channel management – including future roadmap – following launch with the goal of delivering against aggressive business goals.
• Partner Acquisition Marketing, AA, and internal teams to ensure marketing campaigns are designed and executed flawlessly, and in line with all required marketing processes and controls.
• Manage internal legal, risk, and compliance reviews and approvals for all Program related materials.
• Manage program-related expense forecasting, reporting and analysis. Effectively communicate performance results to leadership.
• Evaluate program performance to drive future strategies, optimize existing channel performance and identify opportunities for improved efficiency, effectiveness, and better customer experience.
• Actively monitor cobrand competitive airline marketspace.
• Build great cross functional partnerships both within Citi and American AAdvantage to partner and align on key marketing and analytical initiatives.
• Escalate issues in a timely manner and identify and implement sustainable solutions in partnership with AA.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 10 years of experience in Financial Services - Marketing preferred.
• Bachelor’s/University degree, Master’s degree preferred.
• 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.
• Demonstrated prioritization skills and ability to manage multiple tasks/projects at once.
• Experience in managing partner relationships and/or external vendors.
• Highly organized individual who can establish and successfully drive results against goals.

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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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Anticipated Posting Close Date:

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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