Senior Manager - Refer a Business

American Express • New York, NY

13d

About The Position

Global Commercial Services (GCS) is a leading payments provider for businesses and corporations of all sizes. The US Small Business and Middle Market segment is the largest GCS customer segment and a key area of company investment and focus. The Small Business Customer Growth Marketing team delivers customer-centric experiences that expand and deepen relationships with existing Small Business and Middle Market Card Members.

The Senior Manager, Refer a Business (RAB), will shape the program’s future while managing and optimizing customer-facing referral experiences. The role takes a holistic view of RAB, using customer insights, performance data, experimentation, and market context to improve program performance, customer experience, and economics. The manager will optimize the current program and help define its future by identifying demand drivers, determining where referral experiences and offers should appear in the customer journey, evaluating existing treatments and program constructs, and translating insights into strategies and tests.

As a key channel manager, the Senior Manager will shape engagement with Small Business Customers through My Card Account (MYCA), a primary digital customer experience. The manager will develop and optimize RAB treatments within MYCA and partner across the organization to bring relevant experiences to market. MYCA will be a growth channel and an environment for testing and learning to inform broader RAB strategy. This is a highly visible, fast-paced role with the opportunity to work in ambiguous areas, challenge existing assumptions, influence an acquisition program’s direction, and translate strategy into measurable business outcomes.

Requirements

• Minimum 5–7 years of relevant work experience.
• Data-driven strategic thinking, a growth mindset, and demonstrated ability to identify opportunities and translate insights into customer-first strategies and action.
• Strong problem-solving skills and intellectual curiosity, with the ability to work effectively in ambiguous situations and structure business questions.
• Demonstrated ability to use customer insights, experimentation, and performance data to improve customer experiences and business outcomes.
• Exceptional relationship-building and influencing skills, with demonstrated success driving outcomes across teams and functions.
• Ability to synthesize complex information and develop clear, compelling narratives and recommendations for different audiences.
• Ability to manage multiple interconnected priorities in a fast-paced environment.
• Positive energy, curiosity, and enthusiasm for challenging the status quo and finding better ways to deliver results.
• Eligibility to work with American Express in the United States; the company will not pursue visa sponsorship for these positions.

Responsibilities

• Shape the evolution of RAB by identifying opportunities to reimagine the program, improve its economics and customer experience, and unlock sustainable growth.
• Own the program optimization agenda by assessing performance and identifying opportunities across customer treatments, demand drivers, targeting, offer placement, product participation, and the referral journey.
• Lead treatment and creative development with internal teams, agency partners, and cross-functional stakeholders, translating customer and business strategies into compelling experiences and executing campaigns.
• Partner with Product, Enterprise Digital, Analytics, Risk, Marketing, and other teams to understand changes in the customer and product landscape and translate opportunities into effective marketing strategies and experiences.
• Develop and optimize RAB treatments within My Card Account (MYCA).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed