Responsibilities

• Channel Audit & Optimization (The "Rebuild")
• Vendor & Program Audit: Audit existing Telemarketing, Site Visit, and Mystery Shopping programs to establish baseline Cost Per Reactivation (CPR), conversion volume, conversion rates, and vendor performance.
• Reactivation Messaging & Playbooks: Revamp campaign copy, objection-handling frameworks, phone scripts, and field briefs using B2B persuasion tactics to increase dormant merchant win-backs by 25%.
• Vendor SLA & Operations Control: Direct third-party call centers and field agencies, holding them accountable to strict SLAs, conversion standards, script compliance, and daily volume targets.
• Outbound Expansion & Orchestration (The "Build")
• Geo-Targeted & Internal Partner Campaigns: Expand outbound channels beyond broad sweeps into hyper-segmented, localized pushes. Partner with internal teams (e.g., Issuer Readiness) to execute targeted field visits, phone calls, and mystery shopping that solve specific business needs.
• Integrated Touchpoint Orchestration: Align timing, triggers, and messaging across telemarketing calls, site visits, and mystery shopping so inactive merchants experience a unified, multi-touch outbound push.
• Offline-to-Online Matchback Tracking: Partner with analytics teams to establish tracking systems that connect physical site visits, mystery shopping touchpoints, and phone calls directly to online merchant transaction data.
• Performance & Process
• P&L & Budget Stewardship: Own media planning and dynamic budget allocation across the $2.5M–$3.5M annual vendor spend, continually optimizing trade-offs between telemarketing, field reps, and mystery shopping to maximize return.

Requirements

• Bachelors Degree or military experience
• At least 5 years of performance marketing, channel management, or outbound marketing experience in Financial Services, Fintech, Payments or other highly regulated industry
• At least 2 years working experience with Salesforce, Salesforce Marketing Cloud, or Pardot

Preferred

• Bachelors in Marketing, Advertising, Communications or Consumer Behaviors
• 3+ years of vendor management
• Strong project management skills and attention to detail
• Demonstrated experience managing multiple stakeholders and working cross functionally
• Experience writing or auditing direct-response call scripts, field briefs, and objection-handling documentation.
• Experience navigating regulatory or legal compliance reviews for marketing operations.

Benefits

• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.