Job Description
The Manager, Customer Engagement is responsible for leading loyalty, partnerships, and customer engagement strategies that drive customer growth, retention, and revenue performance. This role owns the development and optimization of loyalty and partnership programs, customer lifecycle marketing, and strategic engagement initiatives to deliver exceptional customer experiences and sustainable business outcomes. The incumbent will leverage data-driven insights, manage key stakeholder relationships, and lead cross-functional initiatives to maximize customer value, commercial growth, and program profitability.
Responsibilities
- Lead the loyalty and partnerships strategy to drive customer engagement, retention, and revenue growth.
- Own the end-to-end loyalty and partnerships program lifecycle, including program design, customer value proposition, and performance optimization.
- Drive customer growth through lifecycle marketing, engagement strategies, and targeted campaigns.
- Leverage customer and business insights to identify growth opportunities and improve program performance.
- Manage program economics, budgets, and performance to achieve customer and commercial objectives.
- Develop and manage strategic partnerships that enhance customer value and business growth.
- Establish and track key performance indicators across loyalty, partnerships, customer engagement, and profitability.
- Partner cross-functionally to deliver customer-focused initiatives and business priorities.
- Lead and develop a high-performing team, fostering a culture of accountability and continuous improvement.
- Provide strategic recommendations to senior leadership to support growth and investment decisions.
Qualifications
- Bachelor's degree in marketing, Business, or a related discipline.
- Minimum 7 years of professional experience, including at least 5 years in loyalty, partnerships, and/or customer marketing, with a demonstrated track record of driving customer engagement, business growth, and program success.
- Experience in the Cards and Financial Services industry and/or loyalty and partnerships is an added advantage.
- Strong understanding of market dynamics, customer behavior, and loyalty strategies.
- Highly meticulous with strong attention to detail and the ability to work independently with a high level of integrity and accountability.
- Self-driven, proactive, and committed to delivering excellence.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Proven ability to collaborate effectively across multiple lines of business.
- Strong project management skills, with the ability to prioritize and manage multiple concurrent initiatives.
- Excellent written and verbal communication skills, with the ability to present complex business issues to senior leadership in a clear and concise manner.
- Strong leadership and interpersonal skills, with the ability to work effectively as a team player.
- Prior people leadership experience is preferred.
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
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
