American Express Careers

VP - Entertainment & Lifestyle Benefits

New York, New York
Digital Commerce Marketing

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Job Description

The Global Benefits and Services team is responsible for defining and delivering the American Express Global Card Benefits programs, premium product experiences and services for American Express customers around the world.  This spans several global benefit categories including our global airport and lounge benefits, global travel benefits, global dining and entertainment benefits and card services. Our purpose is to deliver these experiences in powerful ways, when it matter most to our customers through the meaningful curation of rational and experiential value and to deliver this via an Omni channel servicing and digital experiences transformation.
 
A critical role of our team is defining what our next generation global benefits platform is for the company, designing winning value propositions across each benefits category and partnering across the Blue Box and with external partners to source, negotiate and market these benefits across customer segments and markets around the world.  Defining our next generation customer experiences is an equally important focus for the team.  Developing an integrated customer experience across digital, voice and chat platforms through key partners with a particular emphasis on elevating the way we engage our customers through digital and mobile channels is a critical focus area.
 
The leader of the Global Lifestyle and Entertainment Benefits organization will be responsible for defining and delivering the Global Lifestyle and Entertainment Benefits strategy and platform, customer benefits and value propositions across the American Express network. This includes defining and delivering premium entertainment and ticketing programs and premium events around the world and integrating this with the Blue Box global brand experiential platform. This leader will also lead a team to define next generation lifestyle benefits and concierge value propositions for our customers to ensure we remain relevant and continue to expand the role we play in our customer’s lives. In addition to leading the lifestyle benefits program strategy the leader will be responsible for sourcing compelling offers and creating rich and relevant content to bring these programs to life and partner with brand, marketing and servicing teams around the world to activate this content. This role will also be responsible for defining the E2E customer journey across each of these benefits and partnering across the Blue Box to define an integrated, E2E customer experience across digital and non-digital platforms.  This will require very close partnership across the blue box including the Global Consumer and Commercial product teams, ICS, Travel and Lifestyle Services, Enterprise Digital, GABM, IMS, Global Merchant Services and GCO. 
 
 
Primary responsibilities:
  • Develop and lead the lifestyle and entertainment benefit category – defining where to play across products and segments, how to win through value creation and customer experience transformation
  • Develop and understand customer insights, industry trends and the competitive landscape to deliver insights around design target and existing customer needs and winning value propositions
  • Define Lifestyle and Entertainment success metrics and performance management framework for the enterprise
  • Champion the Lifestyle and Entertainment propositions and ensure clear target customer segments across the network, proprietary products and premium segments
  • Energise the organization and create followership across markets and key stakeholders on the next generation strategy
  • Lead the definition of the E2E customer experience across programs and partner with key stakeholders to define and deliver through multi-year road maps and investment plans
  • Manage and/or support key external partnerships
  • Drive business development and benefit innovation
  • Deliver central assets and tools to support best-in-class benefit management and activation across markets
  • Lead and develop a high-performing team to deliver best-in-class customer benefits and experiences

Qualifications

  • Passion for the premium customer segment
  • A seasoned and dynamic leader with a strong thought leadership and customer orientation
  • Strong ability to lead and drive change
  • Exceptional partner (internal and external) relationship/negotiation/influence skills and a proven ability to drive results through collaboration with Blue Box partners
  • Strong customer focus and keen eye on external market and competitor trends
  • Superior verbal and written communication skills; ability to communicate effectively and being persuasive across a variety of audiences with the ability to influence business decisions at all levels
  • Excellent analytical, financial / business management skills, strong ability to leverage data to drive business decisions
  • Ability to adapt to evolving priorities and work environment – demonstrates flexibility and openness to changing circumstance
  • Flexible to work across multiple time zones and ability to travel, as required
  • Experience in premium product management, marketing, branding a plus
  • Exceptional leadership, creating followership within and across the organization

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions. 


ReqID: 18011801
Schedule (Full-Time/Part-Time): Full-time
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