Senior Manager - Marketing Enablement Team

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 will you make an impact in this role?

The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, U.S. Consumer Banking, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.

The U.S. Consumer Marketing team (USCM) is part of the US Consumer Services Group and is responsible for making membership essential by creating and delivering world class marketing for our differentiated products and services that drives demand and inspires engaged card members across the customer lifecycle. The US Consumer Marketing Enablement Team (MET) delivers omni-channel marketing campaigns as part of our broader US Consumer business objective to scale acquisition, increase customer engagement, and accelerate revenue momentum.

The Senior Manager of US Consumer Marketing Enablement Dialogic Channels is a critical role responsible for improving daily campaign operations and leading a large team of marketing analysts who implement end to end marketing campaigns for the US Consumer business. This person will set team and individual performance goals, use performance metrics and reporting to drive business results, and provide consistent coaching and feedback to ensure their team is performing at its highest level. A successful Senior Manager excels in building strong partnerships and is passionate about team development and improving daily operations.

Key Responsibilities:

• Management of campaign execution in Dialogic Marketing channel, including journeys and touchpoints across Phone, Chat and Retention.
• Campaign Planning: Liaise with channel marketing teams in Customer Growth to understand offer strategies and develop marketing execution plans, including SLAs, risks, dependencies, and resourcing required. Play an active role aligning cross-functional partners to those plans and educating them on our goals
• Campaign Delivery: Deliver against critical metrics by leading a team to deliver high-quality campaigns to our customers on time and in compliance. Assist with issues, loss events, CAP management, PRSA and take steps to mitigate risk or customer harm
• Channel & Process Innovation: Identify areas of opportunity to innovate the Dialogic Channel execution processes and ways of working with marketing partners. Partner with marketing operations teams to innovate marketer experiences and initiate process improvement in daily operations.
• Campaign Reporting: Improve scorecards which track campaign demand, process efficiency, and risk controls so that we can optimize resources required to implement quickly and accurately
• Team Leadership: Lead a team of ~9 analysts and contractors, including performance assessments, development planning, coaching and future hiring

Qualifications:

• Passion for team leadership and establishing a team culture committed to personal development, team engagement and skill maturity
• Knowledge of marketing operations, marketing capabilities, and/or other relevant marketing campaign experiences
• Project management expertise, balancing short and long-term needs to drive a project to completion across many teams, functions and levels
• Impressive planning and organization with ability to lead highly interdependent, complex initiatives and keep various workstreams on track
• Excellent collaborator with outstanding verbal and written skills to influence across and upwards
• Demonstrated thought leadership in big picture thinking, with a balanced approach to using deeper details in decision-making
• Skilled in leading through change, with the ability to bring others with you and inspire innovative change
• Experience developing talent including hiring, coaching, goal setting and performance planning, a plus.

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.

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

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 United States is required as the company will not pursue visa sponsorship for these positions.