Senior Manager – Insights Driven Customer Marketing
Global Commercial Services (GCS) is the global leader in providing payment solutions for Small, Medium and Large businesses. Our products & services deliver a number of benefits to our customers, including financial flexibility, increased visibility into their business spending, added control, improved efficiency, rewards and cost savings. Our card programs also help keep employees safe, secure and productive while on the road.
In Canada, GCS Customer Marketing team plays a critical role in driving growth and market share from existing customers for the GCS Business. This role will report to the Director – Customer Marketing, Canada. The successful candidate will be responsible for developing the strategy to drive growth from the top tier of GCS customers within the Small & Medium Enterprises (SME) segment. This role will work in partnership with the Account Management leadership and Data Analytics teams to enhance the current multi-channel customer engagement strategy, with a focus on growing customer spend and retention.
Drive growth in customer spend by delivering robust marketing treatments leveraging customer signals and triggers
Develop growth campaigns (spend stimulation, up-sell and supplementary card campaigns) and loyalty/retention programs for the SME managed portfolio
Deliver an insights driven marketing strategy leveraging internal data and external industry trends to create personalized and industry specific customer treatments
Manage relationships with key internal partners (including both local and global teams) and external partners (creative agencies)
Support telephone-based Account Development team by developing and executing call scripts and collateral
Manage triggered email campaigns to drive expansion spend opportunities through digital channels across top industry verticals
Analyze, understand and report on results and make use of this intelligence to influence future business decisions
The role is varied and the ideal candidate should possess:
Strategic thinking & effectiveness – ability to interpret business objectives into actionable marketing strategies and think through the end-to-end experience.
Ability to drive results with a focus on commercial outcomes with demonstrated results. Ensuring that initiatives are measurable, reportable, and provide that reporting in a timely and relevant manner.
A collaborative style of doing business - ability to influence, gain support, resolve conflict and work in a matrix organisation. In particular drive tight engagement across Account development, risk, data analytics, product & marketing.
Partnership management – ability to influence and gain support with Account Management teams and Enterprise Data Analytics teams. Ability to understand and interpret large data sets is an advantage.
Strong channel and budget management experience, including proven ability to manage high visibility initiatives
Strong Analytical and Data capabilities - Undertake ongoing campaign analysis to monitor marketing channel performance and ROI on investments. As well as deliver regular reporting updates to senior leadership
B2B marketing experience incorporating all mediums including digital is desirable, but not critical.
A high personal accountability which leads to strong experience in driving results.
University degree in marketing, business administration, or similar careers. MBA considered an asset.
Minimum 5 years’ experience in execution of digital marketing strategies and digital campaign management
Minimum of 5 years’ experience in project management and capability delivery in a matrix organization
Minimum of 3 years’ experience working with Account Development or Sales teams to drive aggressive growth targets
Superior communication and influencing skills. This includes writing call scripts, decks, presenting to peers and senior management, and being able to sell new ideas and solutions
Customer-centric mindset, with proven ability to craft initiatives, programs and campaigns that appeal to customers, merchants and internal business partners evaluation
- Excellent relationship-building skills and growth mindset with superior attention to detail
- Passion for driving results
- Knowledge of the Financial Services/ Payments industry an asset
This role is subject to background verification checks.
It’s an exciting time to join American Express Canada, where we dedicate extensive time, resources and effort to satisfying and surprising our customers. We make that same commitment to our employees, as well, striving to create an environment where people are respected, both personally and professionally. Be part of it.
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 9, 2019, 8:35:52 PM