Senior Manager - Small Business Re-Engagement and Retention (Attrition Prevention)

American Express•Sunrise, FL

15d•Hybrid

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. American Express Global Commercial Services (GCS) is the leading payments provider for businesses and corporations of all sizes, with small business being the largest customer segment and a continued area of investment and focus. The Small Business Marketing Team is responsible for acquisition and customer engagement marketing for all Small Business Charge, Proprietary Lending and Co-Brand cards and Small Business Banking Products. The Senior Manager will be strategic thought leader on Customer Engagement & Retention Marketing Team and will help create and execute cross-channel marketing strategies that educate existing small business customers on how to make the most of their Membership. Specifically, our customer retention efforts are focused on building high impact engagement strategies for at-risk Customers through proactive and reactive treatments. This role has a focus on Attrition Prevention marketing, designed to identify and re-engage customers through outbound phone and digital touchpoints. This leader will partner with a variety of functions including Product Management, Analytics, Marketing, Lending, Operations, Legal, Compliance, Servicing, and external agencies. This also includes oversight of an external partner who today is responsible for servicing and consulting with these customer segments through our marketing program.

Requirements

Bachelor’s degree with 3+ years of experience in digital, dialogic marketing and/or sales enablement, with a proven ability to put the customer at the center of decisions and deliver measurable business impact across channels (e.g., email, web, mobile, tele).
Strong project management, organizational, and prioritization skills, with the ability to navigate ambiguity, manage multiple initiatives simultaneously, and deliver results in a fast-paced, dynamic environment.
Strong analytical capabilities including forecasting, trend analysis, and performance measurement, paired with demonstrated financial acumen and experience managing and optimizing multi-million-dollar budgets — owning outcomes and making disciplined, data-driven investment decisions.
Proficiency in Microsoft Excel, including hands on experience with VLOOKUP and pivot tables.
Proven experience developing and executing end-to-end customer engagement strategies that align segmentation, modeling, messaging, channel experience, and operational execution to business objectives, with a bias toward action and continuous optimization.
Direct people leadership experience
Demonstrated ability to win as a team by collaborating with, influencing, and aligning cross-functional partners, senior leaders, and external agencies to launch initiatives and drive shared results in a matrixed environment.
Strong interest in and capability to analyze customer behaviors, identify signals of disengagement, and translate insights into targeted, timely marketing interventions that improve the customer experience and business outcomes.

Nice To Haves

Passion for the customer — particularly small businesses — combined with a commitment to team leadership, colleague engagement, and building a high-performing, inclusive culture that reflects American Express values is highly preferred.

Responsibilities

Analysis & Segmentation: Collaborate closely with product teams to anticipate changes across product lines, understand how external events might impact customers, and develop personalized marketing tools and training which create a great customer experience.
Marketing Strategy: Develop multi-channel marketing strategy, messaging personalization, and multi-year test & learn roadmap. This includes treatments spanning rewards, benefits, and cash flow management solutions, across the customer lifecycle (pre call, post call, etc.)
Partner Management: Manage external vendor relationship, overseeing performance, budget, CCP training, and results in partnership with servicing team members.
Implementation: Oversee end to end execution, including talk tracks for Customer Care Professionals which address drivers of disengagement and attrition.
Performance Management: Own and manage marketing budget, program and performance management, including monthly performance and annual growth planning.
People Leadership: Lead 1-2 direct reports, including ongoing coaching, development and performance management.

Benefits

Competitive base salaries
Bonus incentives
6%25 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