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Assistant Manager, Program Experience

Job Description

Why Join Us?

American Express Global Commercial Services (GCS) is the leading issuer of commercial payment solutions to small, medium and large businesses globally, and is one of the fastest growing business units at American Express. 

This position sits with the Customer Marketing team, who are responsible for on-going engagement with our Small Business and Middle market corporate (SME) customers. Our team culture embraces team work, accountability, flexibility and a will to win attitude.

Our vision is to demonstrate to our customers the value of their Amex membership as being essential to their hybrid life. 

In this role, you will be responsible for developing the SME Membership Engagement strategy including facilitating experiences, content and opportunities for customers to connect. You will partner with the Account Development team and you will also be responsible for delivering Net Promoter Score initiatives either for GCS or as part of our Enterprise program.

What you need to deliver
  • Triggers and Insights
    • Strategic planning
    • Main liaison with Program Experience Manager to align on shared goals and priorities for GCS SME Account Development Teams
    • Work to drive BCV through global and local strategies driven by data analysis on customer behaviour and relationships
    • Reporting and review of performance. Potential Charge Volume & Billings Forecasting Analysis.
    • Address current and future needs of Account Development based on user interaction and business needs along the journey.
  • Implementation and support to launch Release 1 of new tool.
    • Main liaison with in-house Salesforce engineers and developers, working closely on system improvements and new enhancements in the platform to drive efficiency and better performance of Sales executives.
    • Working through a transition of a local tool to an international system.
    • Training as a subject matter expert (SME): Release 1 and subsequent iterations (current and new team members)
    • Usage support & troubleshooting potential issues around data and performance
    • Performance & Prioritization Review (part of round table meeting with Steering Committee)
    • Provide regular updates to key stakeholders within the Account Development Australia & Manila based customer facing teams.
    • Ongoing support post-release
  • Change Management
    • Confident communicator, able to engage business stakeholders, gather requirements and keep the updated on the project
    • Proactively engaging and supporting all team members and actively listening to their feedback to ensure their voice is heard and addressed
    • Drive adoption and usage working very closely with Champions, Influencers and Leaders
    • Provide direction on key milestones, deliverables, activities and resources over the transition and new launch of user tools.
    • Close the gap between solution and expected outcomes: Effectively supporting and equipping everyone impacted to be successful in bringing it to life in how they work, in order to achieve the results expected by the Business.
    • Lead migration communications with Salesforce, working closely with the sales teams to provide functional recommendations to continue to meet business requirements.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Minimum Qualifications

What you will need to win

You must be a self-starter who is driven, focused and autonomous, ensuring agility & adaptability to operate well in times of high ambiguity & changing priorities. You must be passionate about what you do, proud about what you deliver and be prepared to go the extra mile to make a difference. 

Specifically, you will need
  • A Marketing or Business-related Degree
  • 5+ year’s proven experience in developing strategy, planning & executing customer centric solutions.
  • Proven B2B experience, either from a customer relationship, servicing, marketing or product background is mandatory.
  • Strong focus on delivery and embedding change throughout teams.
  • A collaborative style of doing business – with the proven ability to influence, gain support, resolve conflict and work in a global matrix organisation.
  • Experience in developing & delivering analysis & report to inform future innovation opportunities.
  • Advanced Expertise in Salesforce, Tomorrow Software and Excel essential.
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.


ReqID: 20006399
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 27, 2020, 9:24:59 PM