Director, Branded Payment Programs
Summary:
The primary purpose of this role is to develop, execute and implement credit strategies to maximizes sales across all consumer / DIY selling channels through Lowe's Branded Payment Programs. This role will be primarily responsible for driving credit sales and acquisitions through consistent credit execution, ensuring an industry leading customer lifecycle experience from account acquisition to transaction and billing and account servicing related to the Lowe's Branded Payment Programs. This position will work with multiple internal partners and banking partners to not only set the strategic direction for the overall customer experience related to the Lowe's Branded Payment Programs, but manage the development and implementation of program enhancements and products, manage operational policies and processes, identify opportunities, set field goals as well as monitor industry and competitor best practices. The ideal candidate will work cross functionally as well as across multiple banking vendors to collaborate, create and inspire as well as accomplish goals by leading high performing team. The role has direct reports and is critical to Lowe's because it will support the broader enterprise initiative to become the #1 omni channel home improvement retailer.
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Key Responsibilities:
- Develop and implement a go to market strategy to maximize use and effectiveness of the Lowe's Branded Payment Programs.
- Oversees customer experience processes while constantly improving to enhance customer satisfaction by implementing creative, simple and frictionless solutions.
- Monitor performance to gain insights and find opportunities to improve the customer experience and maximize sales using the Lowe's Branded Payment Programs.
- Ensure customers are aware and understand the benefits of the Lowe's Branded Payment programs and their promotional activities.
- Lead and inspire cross functional teams to implement and enhance experiences that promote the usage of the Lowe's Branded Payment Programs, including but not limited to Store Operations, Merchandising, Field Operators, legal, .com, mobile, IT and other internal partners as well as all banking partners.
- Utilize data analytics and external sources to forecast industry trends and customer expectations
- Monitor industry and competitive trends to ensure an exceptional customer experience that aligns with enterprise goals.
- Collaborates with internal stakeholders to establish and meet sales goals.
- Maintains effective relationships by facilitating communication with vendor partners.
- Acts as internal Credit evangelist to build awareness and understanding of programs.
Required Qualifications:
- Bachelor's Degree in Business Administration or relevant field
- 6 years of experience leading teams in retail or credit management, operations, sales or call center operations
- In depth knowledge of diverse retail functions and principles (e.g. credit operations, retail operations, communication, customer service, marketing, etc.)
- Strong ability to work vertically across a large enterprise in a collaborative manner, internally and externally
- Working knowledge of data analysis and performance/operation metrics
Preferred Qualifications:
- Master's Degree with concentrations in communications or business management
About Lowe's:
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.
Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.