Manager - Merchant Experience (Europe)

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Job Description

Don’t just work for a market leading global company. Help grow one. 

The Global Merchant Services (GMS) Global Strategy & Capabilities (GS&C) team’s mission is to deliver a best-in-class premium merchant member experience that will get merchants not only to accept American Express, but also to welcome and recommend us openly to their customers. Our team consults on strategic business initiatives that enhance the success and support the performance of GMS Sales and Client Management organizations. This includes building and delivering programs to support leadership development, skill expansion, and the launch of new products, services, and tools. This highly visible role will provide thought leadership, bring insights, and create effective and efficient infrastructure for improving the merchant customer experience across Europe, particularly through the global Net Promoter System (NPS) program.


This role will leverage strategic thought leadership, innovation, and focus on the customer to identify merchant needs and pain points, and influence internal partners to take action against solutions.


The successful candidate will be a strategic thinker who thrives in being able to execute and drive results. In addition, this individual should be a strong relationship builder who takes a consultative approach to assessing and meeting stakeholder needs. Sensitive to multi-cultural differences across Europe, Merchant Experience manager partners closely with local European teams and global US team to deliver on results and shape strategy.


The Manager of Merchant Experience will:

  • Proactively advise and guide the local execution of a global NPS program across European countries

  • Act as subject matter expert on customer experience, providing clear insights and recommending customized best practices that help shape market plans to drive merchant satisfaction

  • Challenge and support markets in creating their NPS action plans that have clear, prioritized and data-driven focus areas

  • Successfully implement initiatives and workstreams to support a higher quality NPS program

  • Identify opportunities and conceive strategies and solutions to enhance the Merchant customer experience

  • Build supporting business cases to gain senior leader sponsorship and buy-in, resulting in action

  • Deploy analytical skills to drive insights regarding merchant experience


Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


  • Strong problem solving skills: creative yet pragmatic, with ability to effectively problem-solve anticipated and unexpected challenges;

  • Strong stakeholder management skills;

  • Strong strategic thinking: ability to synthesize multiple, often conflicting or incomplete information to get to the crux of an issue;

  • Excellent project management skills: end-to-end project planning and management skills;

  • Strong analytics skills: demonstrated results in data-driven decision making;

  • Outstanding oral and written communication skills: with the ability to simplify complex ideas and create compelling presentations;

  • Deliver results: proven track record of strong results delivered from business initiatives;

  • Passion for customer experience, and working in a multicultural environment are a must-haves;

  • Multicultural and sensitivity to different cultures, as well as knowledge of an additional European language a plus;

  • MBA preferred.

Why American Express?

There’s a difference between having a job and making a difference.


Amex have 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.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on or 00800 83 000038 (free phone, subject to individual carrier charges). For Russia based candidates on 810 800 83 000038.


ReqID: 20000231
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 9, 2020, 4:02:33 PM