Senior Manager Small Business Early Tenure -Marketing

Global Commercial Services (GCS) is the leading payments provider for businesses and corporations of all sizes. 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.

US SME Customer Marketing is focused on expanding our customer relationships and our relevance to US SMEs, growing, and deepening our share of B2B spend with small business owners across AXP relationships, and onboarding, engaging, and retaining our customer relationships holistically.

The Small Business Early Tenure and ENL Marketing team's mission is to activate and engage our US Small Business Card Members via omni channel lifecycle marketing to help them maximize the value they get from American Express. We focus on driving strong product usage and high benefits engagement through scale treatments that deliver surround sound customer experience.

How will you make an impact in this role?

The Senior Manager, Early Tenure Marketing is responsible from leading customer activation strategies across 4 distinct channels (direct mail, inbound dialogic, digital and email). We are laser focused on early activation and driving initial sticky behaviors that deepen our card member's engagement through their tenure with American Express.

Specific responsibilities include:

• Design a robust customer onboarding strategy across email, inbound dialogic, digital and email marketing channels that focuses on establishing behaviors that drive activation & loyalty.
• Partner closely with acquisition and lifecycle marketing partners to ensure Early Tenure marketing strategies are aligned to deliver surround sound customer messaging. Collaborate with cross BU and cross market counterparts for best practices, information shares and actively bring external perspectives to drive innovation within program.
• Direct Mail/Digital: Manage creative design and development of marketing messaging in card delivery assets (card carrier, Welcome Kit & digital membership guide) for Small Business Cards partnering closely with product, internal and external partners.
• Inbound Dialogic: Lead customer activation strategies within a vendor-based dialogic program to deliver a personalized onboarding experience to new Small Business customers, accelerating their product adoption. Oversee design of a robust training curriculum for 40+ CCPs and manage tools (eg. value builder) used to deliver key value prop messages to card members
• Email: Develop a robust email curriculum via close collaboration with marketing & product partners focusing on personalized benefits awareness and spend inspiration. Plan & execute quarterly test & learns to fine tune customer, product and digital onboarding messaging.

Minimum Qualifications

• A strong strategist with demonstrated ability to drive innovation and change
• Excellent communication skills and professional maturity
• Strong attention to detail and organizational skills
• Strong people leader who inspires & manages a large team
• Excellent analytical skills and ability to identify key customer insights and generate new ideas to improve the channel
• Results oriented - history of exceeding goals in a fast-paced environment
• An exceptional sense of ownership and accountability
• Demonstrated background in Marketing with proven ability to develop innovative customer treatments that result in increased customer engagement and loyalty
• A strong sense of humor
• Growth mindset

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.

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.

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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