Senior Manager - Refer a Business
About The Position
The Senior Manager, Refer a Business, will shape the evolution of American Express’ Refer a Business (RAB) program and manage and optimize customer-facing referral experiences for Small Business and Middle Market Card Members. The role takes a holistic view of the program, using customer insights, performance data, experimentation, and market context to improve program performance, customer experience, and economics. It includes optimizing existing program elements while defining how the program should evolve, identifying demand drivers, determining where referral experiences and offers appear across the customer journey, evaluating existing treatments and 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), developing and optimizing RAB treatments and partnering across the organization to bring relevant experiences to market. MYCA will be used as a growth channel and an environment for testing and learning to inform broader RAB strategy. The role is highly visible and fast-paced, with the opportunity to challenge assumptions, influence the direction of the acquisition program, and deliver measurable business outcomes.
Requirements
- Minimum 5–7 years of relevant work experience.
- Data-driven strategic thinking, a growth mindset, and the ability to identify opportunities and translate insights into customer-first strategies and action.
- Strong problem-solving skills and intellectual curiosity, with the ability to operate in ambiguous situations and bring structure to business questions.
- 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 working across teams and functions to drive outcomes.
- 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 in the United States; American Express will not pursue visa sponsorship for these positions.
Responsibilities
- Shape the evolution of the Refer a Business program by identifying opportunities to reimagine it, improve its economics and customer experience, and unlock sustainable growth.
- Own the program optimization agenda by assessing performance and identifying high-value 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 marketing strategies and experiences.
- Develop and optimize Refer a Business treatments within My Card Account (MYCA), using the channel to engage Small Business customers, test, learn, and inform broader program strategy.
Benefits
- 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 of paid parental leave for all parents, 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 the Healthy Minds program
- Career development and training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
