Analyst - Marketing, Digital Offers, MarTech Experiences - job 3 of 3

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How we serve our customers is constantly evolving and is a challenge we gladly accept. Whether you’re finding new ways to prevent identity fraud or enabling customers to start a new business, you can work with one of the most valuable data sets in the world to identify insights and actions that can have a meaningful impact on our customers and our business. And, with opportunities to learn from leaders who have defined the course of our industry, you can grow your career and define your own path.

Where are these roles located within American Express?

The Enterprise Comms & MarTech Experiences (ECMX) team is a global organization that sits within Membership Portfolio Services (MPS). It is American Express’ marketing services center of excellence with the charter of powering high quality, efficient, user-centric digital marketing experiences that accelerate business growth through optimized enterprise MarTech & MarOps solutions.

This role sits within the DOE & Bonusing MarTech Experiences (DBMX) team within ECMX. The DBMX organization is a global team responsible for enabling Merchant and Card Member growth strategies, while ensuring flawless marketing delivery and a continuous focus on operational transformation. DBMX is responsible for the solution design and delivery of Amex Offers (AO) and all other Digital Offers Ecosystem (DOE) marketing campaigns – All are required to go through an E2E Campaign Execution Process which includes the governance, setup and mandatory review and approvals required before launching in-market.

This is an exciting opportunity to join the Americas DOE MarOps Governance team within DBMX.  The team is focused on strategic planning, process innovation, and ensuring flawless execution of marketing campaigns via Amex Offers for the US, Canada and Mexico through data and offer governance, complaints monitoring and issue management.  

Primary Responsibility Include:

• Amex Offers Escalation Management for US campaigns, including hands-on liaising with an India-based escalations management team.
• Support for controls-related activities for US Amex Offers campaigns, including PRSA controls, Operational Risk Events (OREs), Corrective Action Plans (CAPs), and audit support.
• Providing strategic campaign consultation to internal MarOps colleagues and Marketing partners across Merchant, Consumer, Small Business and other enterprise customers based on insights gleaned from Amex Offers escalations, including data and governance guidance to jointly achieve goals and execute flawlessly.
• Working collaboratively with key stakeholders including Marketing Execution, Servicing, Operational Excellence, GCO and Compliance to assess and mitigate campaign risks.
• Supporting the identification and delivery of end-to-end process improvements with a focus on operational efficiencies and risk mitigation.
• Understanding the systems and platforms the ADMG team uses and how they support and impact campaign quality from conception to post-campaign processing.
• Partnering with the broader DBMX team to learn and share best practices in the E2E marketing process.

Minimum Qualifications

• Passion for/experience in Marketing Operations (MarOps), particularly complaints/escalations management and internal controls (including risk event management).
• Energetic self-starter with excellent attention to detail, strong process management and organizational skills, and demonstrated ability to think end-to-end.
• Excellent verbal and written communication skills, with ability to translate and explain technical concepts in a simple, easy to understand way.
• Excellent relationship/partner management skills/experience with ability to interact, consult and influence up and down across multiple partners/stakeholders.
• Strong problem-solving skills and willingness to get into the details to identify solutions.
• Ability to operate independently and collaborate effectively with colleagues, in a dynamic, fast paced, global environment.
• Experience working in a deadline driven production-oriented environment.

Preferred Qualifications

• Prior experience in digital marketing and/or complaints management a plus.
• Prior experience in marketing governance, operational excellence or compliance a plus.
• Experience/familiarity with workflow management tools/platforms (e.g., Salesforce) a plus.
• Proficiency with Microsoft Office, Slack.
• Bachelor of Arts or Bachelor of Science degree.

Salary Range: $55,000.00 to $105,000.00 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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• 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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.