Senior Manager- Val Gen Chat Marketing

Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

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, 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 Senior Manager of Val Gen Chat Marketing is an important role in the fast-paced and dynamic environment of US Consumer Marketing Services, reporting directly to the Vice President of US Consumer Dialogic Marketing. This role is situated within Customer Growth, a critical area of focus as we seek to drive profitable, efficient, and transformational growth by deepening engagement amongst our existing cardmember base.

This individual will have the unique opportunity to help build and deliver performance within our new Chat marketing channels through defining marketing strategy, developing the creative strategy, leading a team through offer execution, and channel performance monitoring. This role provides significant channel management responsibilities and will be responsible for driving strong business results and future business strategy through thought leadership. The Senior Manager will also lead cross functional meetings with partners across the enterprise. An ideal candidate will be interested in a balance of customer marketing, relationship management, user experiences, capabilities, and is able to learn and adapt quickly.

Key Responsibilities include:

Define the business’ go-to-market strategy and long-term roadmap for the Chat channel

Lead a team of analysts in the flawless execution of marketing campaigns in chat channels

Define the offer strategy in partnership with product and marketing partners

Monitor marketing campaign performance on a weekly and monthly basis

Collaborate and maintain strong relationships with key partners, including Global Services Group (GSG), Product Management, GCO/Compliance, Customer Marketing Analytics (CMA), and Technology

Create simple yet effective dialogic marketing copy and user experiences for our Card Members and Customer Care Professionals (CCP)

Define the strategy of future treatment opportunities in the channel

Bring new and innovative treatments and chat capabilities to market

Break down complex problems into simple parts, develop creative solutions, and make recommendations to key stakeholders

Effective People leadership – Coaching and mentoring of 2 direct reports

Key Skills Needed:

Bachelor’s Degree or equivalent experience

Ability to operate in white space

Extreme attention to detail and accuracy with a strong sense of responsibility to themselves, colleagues, and their role

Ability to partner/work closely with capability leads, operational leads, and tech partners to drive channel development

Ability to look at situations/roadblocks from different angles and articulate a clear perspective on solutions

Superior verbal and written communication skills with the ability to tailor communication style appropriately depending on the audience

Ability to build and influence internal relationships while being able to adapt to obstacles in a highly collaborative, fast paced environment

Experience implementing customer marketing strategies and ability to articulate and measure success

Strong skills within MS Excel and PowerPoint

Digital/Dialogic marketing skills preferred

Technical/capability project management skills preferred

Qualifications

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.

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.

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

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Job: Marketing

Primary Location: US-New York-New York

Schedule Full-time

Req ID: 25008789