Executive Director - Sapphire Lounge Marketing, Digital and Guest Experience

Create travel experiences that feel premium, seamless, and memorable. In this role, you will shape how customers discover, use, and enjoy Sapphire Lounge benefits across digital channels and in-lounge experiences.

Job summary

As a Executive director lounge experience in the Sapphire lounge team, you lead the development and execution of Sapphire Lounge marketing, digital, and guest experience strategies. You partner across digital, travel, marketing, analytics, and external agencies to deliver new benefits and improve customer experiences across Chase channels and partner channels. You also lead and develop a team, aligning in-lounge experiences to the Sapphire brand while driving measurable outcomes.

Job responsibilities

• Lead the strategy and execution for Sapphire Lounge marketing, digital experience, and in-lounge guest experience to deliver new travel benefits.
• Partner with cross-functional teams across digital, travel, marketing research, brand, and analytics to define and deliver the end-to-end customer experience.
• Align the in-lounge guest experience to Sapphire brand guidelines, experiential strategy, and talent collaborations, pop-ups, and special events.
• Lead and support guest experience, operations, and marketing teams to deliver a differentiated and memorable lounge experience.
• Build and leverage relationships across lines of business and external partners to deliver in-lounge and digital experiences that advance lounge objectives.
• Partner with digital product owners and third parties to lead digital concept development and implementation for travel benefits.
• Own long-term roadmap planning and influence prioritization across internal stakeholders and partners.
• Develop internal and external marketing strategy for new travel benefits, including industry awareness and communications.

Required qualifications, capabilities, and skills

• Ten or more years of digital, marketing, or experiential experience in the travel or financial services industry.
• Strong understanding of digital experience, digital channels, and end-to-end project management.
• Proven track record developing and managing large-scale, customer-facing programs.
• Demonstrated cross-functional leadership, partnership, and influencing skills.
• Direct people leadership experience.
• Outstanding relationship management and ability to work within a highly matrixed structure.
• Exceptional critical thinking and problem-solving skills, with the ability to influence decisions.
• Excellent communication skills, including the ability to translate data into insights and recommendations.
• Proactive, action-oriented, and results-driven, with the ability to prioritize and manage multiple complex initiatives.
• Excellent written and verbal communication skills.
• Bachelor’s degree required.

Preferred qualifications, capabilities, and skills

• Master of business administration preferred.
• Hospitality industry experience.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.