About the position
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. 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.
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.
- Campaign Delivery: Deliver against critical metrics by leading a team to deliver high-quality campaigns to our customers on time and in compliance.
- Channel & Process Innovation: Identify areas of opportunity to innovate the Dialogic Channel execution processes and ways of working with marketing partners.
- Campaign Reporting: Improve scorecards which track campaign demand, process efficiency, and risk controls.
- Team Leadership: Lead a team of ~9 analysts and contractors, including performance assessments, development planning, coaching and future hiring.
Requirements
- 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.
Benefits
- 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
