American Express Careers
Marketing Executive Loyalty & Engagement
American Express The Netherlands is certified by the Top Employer Institute as a Top Employer! We are recognized for proven excellence in employee conditions and developing talent at all levels of the organization.
Do you want to work for a global service brand that provides customers access to products, insights and experiences that enrich lives? Are you customer centric, a team player, digital oriented and have a strong will to win and can you deliver high quality of work? Than this job is made for you.
About American Express
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success. Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more. We’re committed to becoming the world’s most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.
The Consumer Team in the Netherlands is focusing on driving sustainable profitable growth, putting customers first.
To support our team we are currently looking for a Consumer Product Marketing Executive Loyalty & Engagement. In this role you will be mainly responsible for driving engagement of Premium customers by improving the digital experience of customers (60%), improving the onboarding of new customers (20%) and various tactical and strategic projects and campaigns (20%) to increase the customer satisfaction and other joined team targets. Your main objective is to improve the Net Promoter Score (NPS) and reduce attrition.
60% of your time you will be responsible improving the digital experience of customers. You will set up and manage the digital roadmap for the online and mobile environment. You will be driving the development of the American Express Apps (Amex app and Experiences app) for new capabilities and enhancements, maintain and improve online customer pages (such as FAQ, benefit pages, homepage) based on data, develop triggered banners for the Amex App and online customers environment, set up and improve the digital service funnel and you will be responsible for the online navigation. You will have to be hands on and initiate and implement these changes yourselves with your knowledge of website management systems and analytical programs like Adobe Analytics to make sure we’re improving on our KPIs. For this part you’ll be in close contact with various international teams, our app developer and online experts to create a strong development roadmap with the best new capabilities that make the difference for customers.
Another part of your responsibilities are also on improving the onboarding process for new customers to give the best first impression possible and drive customer engagement. This means development of welcome packs, setting up trigger mails (automation) and various other customer journey optimisations, based on data driven analyses, a mobile first way of working and best practices from other markets. You will need to have knowledge of several systems (eg CMS, GEM and Adobe) to be able to implement changes and drive success.
Also you’re responsible for leading tactical and strategical initiatives to ensure American Express is optimally positioned for mid and long term growth.
You will join the Marketing team which is responsible for our consumer portfolio, product & pricing strategy, base management & communications, improve end-to-end customer experience and increase card member engagement. The wide scope of the team offers many opportunities to develop yourself further to an all-round marketing professional. You will report to the Manager Product & Engagement.
You will work closely together with local and international departments (Acquisition Marketing, Partnership Development, several Enterprise Digital teams for app/my-pages/navigation/homepage, Travel & Lifestyle Services, Customer Service, Credit, Membership Rewards, Risk Management, Finance, Technology, Compliance, Legal, etc.) and external partners (app developer, digital partners) to ensure strategy alignment and support business goals.
Part of this role is to ensure American Express is compliant with the policies and regulations, resolving risks and that the third party lifecycle agreements are met where applicable.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
- 2-5 year experience as (digital) base marketer.
- Ambitious, enthusiastic, hands-on individual.
- Digital marketing experience and knowledge of:
- Adobe Analytics
- Content management programs (eg GEM) and CRM/CMS systems.
- Mobile marketing
- App development
- Natural interest for (online) data driven marketing.
- Analytical skills to drive tactical/strategical initiatives.
- Strong project management skills to manage and execute multiple projects to critical time lines alongside excellent attention to detail.
- Good (internal) partner/stakeholder management skills and organizational sensitivity.
- Experience in budgeting, invoicing & payment processing.
- Customer advocate, that proactively anticipates customer needs and identifies their specific requirements. Ensures premium value is delivered and the customer experience is positive and effective to enhance the American Express brand.
- Excellent written & oral communication and presentation skills in Dutch and English.
Why American Express?
There’s a difference between having a job and making a difference.
American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.
Because we believe that the best way to back our customers is to back our people.
The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 26, 2019, 10:46:01 AM