Senior Manager – Membership Personalization Strategy

American Express•New York, NY

5d•$103,750 - $174,750•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. 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. Within USCM, the Marketing, Membership & Investment Optimization (MMIO) team delivers data-driven decision making, analytics & business planning to drive profitable growth through personalization strategy and optimized investment decisions. The Senior Manager – Membership Personalization Strategy will be responsible for shaping and advancing the strategy for hyper-personalized, omnichannel membership experiences. In partnership with stakeholders across the enterprise, this role will help define and deliver personalization use cases that power a connected Membership experience and modernized marketing infrastructure. This role is uniquely positioned to leverage a variety of skills including strategy, digital product development, customer experience design, and marketing technology. Building and leveraging strong relationships across Marketing, Product & Technology, Analytics, Finance, Compliance, Privacy, and other teams is critical. The ideal candidate is a results-oriented individual with strong strategic thinking, innovative problem-solving capabilities, and a demonstrated ability to translate data-driven insights into scalable digital experiences and business impact.

Requirements

Strategic and creative problem solver with the ability to develop actionable strategies and drive results in a complex, matrixed environment
Demonstrated experience working cross-functionally with Product, Technology, and Analytics teams to deliver digital capabilities or customer experiences
Strong collaboration and influencing skills, with the ability to build relationships and drive alignment across diverse stakeholders
Experience working with marketing, personalization, or customer experience strategies, with familiarity across the marketing funnel
Strong analytical acumen with the ability to interpret data and translate insights into business actions
Excellent written and verbal communication skills, with the ability to tailor messaging to different audiences
Ability to manage multiple priorities in a fast-paced, dynamic environment with strong attention to detail

Responsibilities

Support the development of the omni-channel membership personalization strategy, helping define a multi-year roadmap to transform marketing capabilities and deliver more consistent, relevant customer experiences
Contribute to the vision and roadmap for Card Member experiences, including personalization strategies that optimize value delivery and improve performance across the funnel
Partner with Technology, Product, and Analytics teams to define and prioritize personalization capabilities, including targeting, eligibility, and decisioning frameworks
Help shape business requirements for marketing technology and data capabilities, supporting use case development, backlog prioritization, and execution across personalization initiatives
Collaborate with partners to design and implement scalable processes for campaign development, targeting, and execution
Identify opportunities to leverage AI to enhance personalization, improve decisioning, and drive operational efficiency
Partner across business units and geographies to ensure alignment, visibility, and progress against key initiatives
Stay current on regulatory expectations, MarTech landscape, and competitive trends
Lead and develop a high-performing direct report

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