Director, International Consumer Services, Marketing Innovation & Efficiency

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Job Description

Director, International Consumer Services, Marketing Innovation & Efficiency

  • Salary: competitive
  • Location of role – London
  • Opening dates (07/10/2020)
  • Closing dates (03/11/2020)

Make an impact on our business and the business world.

This exciting role will be responsible for leading a small team of professionals to develop and execute new marketing strategies, drive operational efficiencies and prioritise key initiatives across complex organisational structures. Responsibilities span a diverse range of projects, impacting all American Express proprietary consumer international and joint venture markets.

The Director will be based in London and will work in close collaboration with numerous internal stakeholders, such as technology & capability teams, reporting & MIS teams, marketing operations, central product & benefit teams and local markets around the globe.

This is a critical role to help American Express navigate and strengthen the position of our consumer business globally.

Responsibilities and outcomes include:


  • Partner with local markets to develop a robust product roadmap and vision for the proprietary consumer portfolio, incorporating both customer needs and the competitive landscape, with a focus on bold product action and innovation.

  • Work closely with local customer marketing teams to develop, pilot and scale engagement communications for proprietary Card Members to drive organic growth, engagement and retention using a test and learn approach.

  • Develop and evaluate specific product and engagement opportunities to assess their potential feasibility and impact, including the development of business cases, financial scenario analysis and success metrics.

  • Develop and deploy pragmatic implementation strategies to foster innovation with a focus on driving revenues and speed to market.

  • Provide strong thought leadership on new and emerging Card Member engagement, marketing and servicing capabilities to ensure proprietary Card Members are receiving a modern, and innovative customer experience – e.g. trigger based communications or innovative servicing, in partnerships with key stakeholders.

  • Actively build and share case studies of best practices across markets.


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

  • Extensive experience in a product, marketing and efficiency role in a financial services organization and experience in issuing, acquiring & payments network.

  • Proven examples of working with emerging & established e-commerce players to design partnership opportunities that drive billings growth, visibility & engagement.

  • Experience in launching a new payments product – ability to work through consumer research to create value proposition alternatives to testing and finally launching the product in open market.

  • Experience in evaluating new lending business opportunities. Ability to evaluate pros & cons of acquiring, partnering or building lending and / or new capabilities.

  • Deep knowledge and understanding of the financial services sector, especially the credit and charge card products, including experience in loyalty programs (i.e. Membership Rewards, cashback, co-brands, etc).

  • Deep knowledge of the international consumer payments business, customer needs and economic drivers is essential.

  • Strategic thinking with ability to define, own and help drive the product line strategy, new product development and customer engagement agenda in close partnership with markets and internal teams.

  • Strong understanding of card economics and finance concepts; strong commercial and analytical skills, financial acumen, and innovative problem-solving expertise.

  • Proven ability to leverage data insights to inform and develop successful strategies.

  • Outstanding communication and influencing skills.

  • Depth of experience in developing business cases, understanding competitive environment, sizing opportunities and framing / evaluating investment decisions.

  • Creative thinking that can combine best practices with new ideas to create compelling experiences for customers that will deepen engagement and drive revenues.

  • Strong relationship management skills with a demonstrated ability to build partnerships with and influence internal team’s agendas to drive local market objectives.

  • Strong team player; demonstrated ability to operate successfully in a matrix environment, and ability to build and manage relationships with multiple stakeholders.

  • Self-starter with demonstrated ability to drive results independently while managing multiple projects and leading a team.

  • Proven ability to motivate, engage, manage and develop a high performing team.

  • Ability to adapt to business needs and pivot focus quickly to focus on ever-changing priorities.

  • Experience navigating through high pressure / crisis scenarios.


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: 20007017
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 7, 2020, 4:30:00 AM