Executive Director, Head of High-Net-Worth Membership and Loyalty

Job Description
We are seeking a dynamic and visionary Executive Director to serve as Head of High-Net-Worth Membership and Loyalty.
As an Executive Director, Membership and Loyalty within the High-Net-Worth Card team, you will lead the strategy, operations, and client experience for our Client Entertainment offerings, overseeing all aspects of membership programming, partner management, entertainment, and loyalty benefits for our most valued clients. You will be responsible for driving innovation in client experiences, managing key partnerships, and ensuring operational excellence across all touchpoints.
Job Responsibilities

• Develop and execute the programming and partnership strategy for Client Entertainment, including exclusive events, experiences, and collaborations with luxury and entertainment partners.
• Oversee the Food & Beverage management team, operating budget, and entertainment partner relationships to ensure exceptional service and operational efficiency.
• Lead the Client Entertainment client experience strategy, including concierge services, reservations, and CRM initiatives to deliver a seamless and personalized client journey.
• Manage guest feedback channels, escalation processes, and recovery strategies to ensure client satisfaction and continuous improvement.
• Design and implement a mystery shop and competitive intelligence program to benchmark and enhance club offerings and service standards.
• Oversee membership operations, including reporting, invoicing, analytics, and process optimization to support growth and retention.
• Provide oversight for facilities maintenance and management, ensuring club environments meet the highest standards of quality and safety.
• Develop and manage the benefits strategy, curating unique experiences and offerings that differentiate the Client Entertainment program and drive client loyalty.
• Oversee contract SLA management, ensuring all partner and vendor agreements are executed to standard and deliver on service commitments.
• Lead the execution of programming partnerships, collaborating with internal and external stakeholders to bring innovative client experiences to life.

Required qualifications, capabilities, and skills

• 10+ years of leadership experience in membership, loyalty, entertainment, or luxury services, with a focus on high net worth clientele.
• Proven track record in developing and executing programming, partnership, and client experience strategies for exclusive membership or entertainment environments.
• Strong financial acumen with experience managing operating budgets and vendor contracts.
• Exceptional leadership and team management skills, with the ability to inspire and mobilize cross-functional teams.
• Strategic thinker with a passion for innovation, creativity, and delivering world-class client experiences.
• Experience in facilities management, membership operations, and analytics.
• Demonstrated ability to manage complex stakeholder relationships and drive results in a highly matrixed environment.
• Bachelor's degree required.

Preferred qualifications, capabilities, and skills

• Master's degree preferred.

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.