American Express Careers

Analyst – Small Business Customer Marketing

New York, New York; Phoenix, Arizona
Digital Commerce Marketing

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Job Description

 American Express Global Commercial Services (GCS) is the leading payment card issuer for small businesses in the United States and supports business owners with a wide range of differentiated products and services to help them run and grow their businesses.  The Small Business Customer Marketing Tenured Dialogue Team is in the US Small & Medium Enterprise Marketing (SME) organization.  Tenured Dialogue represents one of GCP’s most valuable channels in connecting directly with our Small Business Segment customers through inbound and outbound phone conversations to drive customer engagement, loyalty, and acquisitions.
 
This Marketing Analyst role will be responsible for supporting our card upgrade and cross-sell strategies and driving results through customer insights, CCP engagement and motivation (CCP’s are the Customer Care Professionals who service our customers over the phone), and flawless end-to-end offer execution. The Analyst will also be responsible for reviewing and analyzing results so strong analytical thinking is important for success in the role.
 
This role is a unique blend of marketing, analytics, and operations, and involves close collaboration and partnership with Marketing, our Global Servicing Group (GSG) partners, Product Management, Compliance, and Risk. In addition, this role will also have the opportunity to support additional strategic projects to drive innovation for the phone servicing channel. 
 
Key Responsibilities:
  • Support Senior Manager on the card upgrade and cross-sell offer strategies including 1) collaborating with GSG, Product, and CRM partners to gather key product insights, and 2) compiling customer insights and Customer Care Professional (CCP) feedback to help drive channel strategy.
  • Lead end-to-end marketing campaign set-up and execution including 1) partnering with Product Marketing and Product Management to align on campaign timelines and coordinate changes, and 2) managing offer creative assets and ensuring timely implementation of implementation of legal and compliance updates.
  • Analyze monthly business results and identify drivers behind to share with larger team and leadership.    
  • Analyze and compile customer insights and CCP feedback to help drive Tenured Dialogue strategy
  • Potential opportunity for travel  1-2 trips/year

Qualifications

  • Bachelor’s degree, with an interest in marketing
  • At least 1 – 3 years of work experience
  • Excellent analytic and communication skills
  • Strong attention to detail and organizational skills
  • Ability to multi-task, operate autonomously, prioritize effectively, and meet aggressive deadlines. 
  • Ability to identify key customer insights and generate new ideas to improve the channel
  • Ability to collaborate and influence across teams
  • Self-starter who thrives in a rapidly changing, dynamic environment
  • Strong MS Excel skills required, experience with MS PowerPoint
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: 19008350
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 15, 2019, 7:50:38 AM
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