JOB DESCRIPTION

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, Small Business Membership Marketing is a key leader responsible for shaping and executing a cohesive engagement strategy focused on engaging Card Members in Membership Value. As the value propositions of our products have grown, we have an exciting opportunity to enhance marketing strategy and personalization that furthers engagement with benefits and features at the right moments.

At the center of Amex’s small business strategy, this marketing leader will develop our next gen loyalty marketing strategy - synthesizing customer insights, evaluating external best practices, and creating influential messaging, creative, and content which drives long-term engagement. The Senior Manager will be responsible for the strategy and execution of core membership communications including eNewsletters, Value Summaries and the Benefits Dashboard. This role will combine strategic vision, data-driven decision-making, and creative excellence to enhance the end-to-end customer experience and accelerate the growth and retention of Small Business products. This includes ongoing test & learn that help customers take advantage of the right benefits (e.g. available credits, rewards, pay over time) at the most optimal time, and moments of new benefit or product launches.

This is a highly visible role that requires close collaboration with Product, Analytics, External Agencies, Operations, Technology, Legal, Compliance, Go to Market Strategy and lifecycle marketing partners to design the best customer experience.

RESPONSIBILITIES

• Lead the development and execution of a multi-year, integrated marketing strategy - shaping insights, targeting, segmentation, creative, content, and continuous optimization to drive sustained customer engagement and loyalty.
• Develop research and data-driven insights into strategic marketing actions , informing new approaches to messaging, positioning, and content that elevate how customers perceive and experience Membership Value.
• Conduct and synthesize data analysis to build actionable segmentation frameworks, define desired customer behaviors and outcomes, and strengthen measurement of marketing impact.
• Advance content and personalization strategies in partnership with enterprise Data and AI teams, leveraging innovation and technology to deliver more relevant, timely, and meaningful customer experiences.
• Champion a robust test-and-learn agenda that drives ongoing experimentation and optimization across creative, targeting, and personalization tactics in digital and lifecycle marketing channels.
• Design and oversee a comprehensive measurement framework , owning key marketing KPIs, post-campaign analytics, and performance reporting to senior leadership - translating results into strategic insights and future actions.
• Inspire and lead a high-performing team of two direct reports , fostering a culture of collaboration, innovation, accountability, and continuous improvement.

QUALIFICATIONS

Minimum Qualifications:

• 7+ years of professional experience in marketing, preferably in digital, lifecycle, or loyalty marketing within a large or matrixed organization.
• Previous, professional experience leading direct reports, coaching and developing talent on the job and on longer-term career outcomes
• Strategic marketing leader with a track record of building and executing integrated campaigns that drive measurable customer and business impact.
• Analytical thinker with experience interpreting data and using insights to shape strategy, optimize performance, and communicate results.
• Strong stakeholder manager with the ability to influence cross-functional partners, prioritize competing initiatives, and deliver results in complex environments.
• Customer-first mindset with a deep understanding of loyalty, engagement drivers, and premium product dynamics.
• Exceptional communicator and storyteller, capable of inspiring confidence among senior leaders and aligning diverse teams around a shared vision.
• Innovative and agile problem-solver who thrives in a fast-paced, evolving environment and continuously seeks opportunities to elevate strategy, content, and execution.
• Proactive leader and team collaborator who demonstrates initiative, curiosity, and a passion for driving excellence in marketing performance and customer experience.

Preferred Qualifications:

• Passion for the small business customer and their experience
• Desire to have fun, inspire a positive team culture, and project a growth mindset to take advantage of a dynamic environment
• Experience managing external agencies, vendors, budget and investment

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

ABOUT US

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.

As part of Team Amex, you’ll experience our 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.

ABOUT THE TEAM

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 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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The below 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.