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Senior Manager- Digital Customer Growth Team

3 months ago

Providence, United States American Express Full time

American Express

Senior Manager– Digital Customer Growth Team – Channel Optimization, Insights, & Loyalty

Providence ,

Rhode Island

Apply Now

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together. Global Commercial Services (GCS) is the leading payments provider for businesses and corporations of all sizes. The US Small Business and Middle Market segment (SME – Small and Medium Enterprise) is the largest GCS customer segment, with tremendous growth momentum, and continues to be a key area of investment and focus for our company. The Small Business Customer Growth Marketing team focuses on delivering customer-centric treatments to expand and deepen our relationship with existing Small Business and Middle Market Card Members. The Sr. Manager – Digital Customer Growth Marketing Channel Optimization, Insights, & Loyalty will lead efforts designed to improve the relevancy of Marketing that we engage our Customers with through their primary logged-in digital Customer portal – both “Manage Your Customer Account – MYCA” and “Blueprint.” This individual will work to grow revenue and improve investment efficiency for the channel by garnering insights, analyzing, and synthesizing channel results that inform changes to content placement strategy, personalization engine (PZN), and creative uplift across treatments. This individual will optimize for the Customer, while creating more streamlined marketing execution processes to reduce errors with an eye on compliance and efficiency. Additionally, this individual will oversee the channel holistically, creating a framework and principles around the campaigns that are launched in the channel, particularly as it relates to loyalty, lifecycle, and unproven treatments. The ideal candidate excels in a fast-paced environment and can seamlessly balance competing priorities. The role requires an ability to successfully manage and maintain relationships, a willingness to problem-solve, and an analytical approach to advise decisions. This individual must be willing to challenge the status quo and instinctually put the Customer first. How will you make an impact in this role? Lead team of two – one full-time Analyst and one Contractor Manage several Analytics and Creative Agencies Proactively identify new opportunities to optimize channel performance; use reporting tools to extract data, develop insights, and recommend a path forward based on findings. Requires strong Excel skills Develop deep understanding of Customer personalization; work in close partnership with the broader Customer Growth Marketing Team, EDDS, Data Science, Analytics, Customer PZN, PZN Ops, GCS Marketing, and others to develop test plan and roadmap to effectively optimize a suite of treatments to drive growth and improve Customer experience Identify, solution, and implement tools to address pain points in our go-to-market processes, to improve efficiency and mitigate risk Lead channel forecasting, monthly reporting/commentary, and R&O process across, and with the support of, the broader team Minimum Qualifications: Proven ability to communicate, influence, and build relationships with multiple partners and key stakeholders – a true team player Comfortable working in white space Problem-solver Analytical prowess with the ability to identify customer insights and needs Self-starter who thrives in a rapidly changing, dynamic environment Ability to multi-task, operate autonomously, and prioritize effectively 5 years of marketing experience (Digital a plus) Preferred Qualifications: Tech/Product, Data-Science, or Analytics experience a plus Depending upon level of experience, candidates can potentially be considered for a Manager position. Qualifications Salary Range: $80,000.00 to $155,000.00 annually bonus benefits The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors. We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: 6% Company Match on retirement savings plan Free financial coaching and financial well-being support Comprehensive medical, dental, vision, life insurance, and disability benefits Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) Free and confidential counseling support through our Healthy Minds program Career development and training opportunities For a full list of Team Amex benefits, visit our Colleague Benefits Site . American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually. US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

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