American Express Careers

Sr Mgr - Customer Marketing

New York, New York; United States
Digital Commerce Marketing

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Job Description

Join the innovative Customer Marketing team! Customer Marketing is part of the US Consumer Marketing Services (CMS) team responsible for deepening customer engagement by delivering compelling marketing and seamless experiences across the customer lifecycle. The Senior Manager, Value Generation (ValGen) & Chat Customer Marketing will deliver cutting edge marketing capabilities in the tele channel, expand acquisition into new digital dialogic channels such as MYCA Chat space, and optimize performance of our Customer Care Professionals (CCPs).
This role presents an exceptional opportunity to shape marketing strategies and capabilities that directly touch our customers and enable the delivery of differentiated offerings. This Senior Manager will lead the ideation and development of new capabilities to increase personalization, improve targeting, and enhance customer experience in ValGen. S/he will also own marketing strategy and execution for MYCA Chat, a recent addition to the customer marketing ecosystem with significant expansion opportunity, including shaping strategy for seamless digital journeys for key revenue treatments. S/he will work across the entire spectrum of customer acquisition programs including Upgrades, Cross-Sells, Additional Cards, Personal Loans, and lending features to drive CCP engagement, analyze performance and design action plans to optimize results across the network. Finally, the Senior Manager will be the POC for channel innovation, including next gen customer treatments such as Personal Loans, new dialogic channels, and capabilities. S/he will partner closely with colleagues in Global Services Group (GSG), Enterprise Data & Analytics (ED&A), Product Management, GCO/Compliance, Global Marketing Operations, Risk, and Brand, and will manage a high-performing team of two analysts. The ideal candidate is a highly analytical, creative, and strategic thinker with proven experience delivering results and influencing diverse stakeholders.
Key Responsibilities:
  • Own end to end strategy and execution for customer acquisition in MYCA Chat, including roadmap development, offer expansion/prioritization, and performance analysis.
  • Define capabilities across dialogic channels to enable best-in-class, personalized customer marketing. Partner with GSG, ED&A and others to effectively deliver on existing priorities such as Relationship Care Personalization and Offer Bundling, and to identify new opportunities.
  • Lead marketing for Personal Loans program, including language development, targeting and segmentation, and introduction of new capabilities. Partner closely with colleagues in ED&A, GSG, and Product to optimize performance.
  • Develop and execute strategy and materials to educate and engage CCPs on ValGen offers in alignment with channel and business priorities. Partner closely with GSG teams on CCP communications, engagement, and activities.
  • Analyze & communicate channel results and translate insights into thoughtful recommendations to optimize performance.
  • Be the POC for innovation opportunities across dialogic channels, including next-gen treatments, channel expansion, and new capabilities.
  • Define test and learn curriculum across phone and chat channels.
  • Manage external partners focused on analysis and synthesis of best practices in telemarketing.


  • Energetic self-starter with a thirst for breaking new ground, and challenging the status quo
  • Superior relationship management skills, with the ability to influence stakeholders both across and upwards
  • Excellent program management and organizational skills, including juggling multiple priorities, superb attention to detail, meeting tight timelines, and operating effectively under changing conditions
  • Clear and articulate communicator, with the ability to tailor messages to different audiences and effectively inspire diverse groups from call center CCPs to senior leaders and internal teams
  • Robust analytical skills, with a knack for identifying relevant trends and translating data into actionable insights
  • Creative thinker with proven ability to  develop new solutions and drive them to implementation & optimization
  • Resilient, with a willingness to win
  • Strong business acumen
  • 5+ years Marketing experience; digital and/or telemarketing experience preferred
  • Experience defining and delivering digital or dialogic capabilities preferred
  • Should enjoy working in a fast-paced, dynamic environment
  • BA/BS Required
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 18006567
Schedule (Full-Time/Part-Time): Full-time
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