What are the responsibilities and job description for the Senior Manager – Membership Personalization Strategy position at American Express?
Job Description
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.
Responsibilities
How will you make an impact in this role?
Minimum Qualifications
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.
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.
Responsibilities
How will you make an impact in this role?
- 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
Minimum Qualifications
- 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
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.