Digital Acquisition Customer Experience Manager
Digital Acquisition Customer Experience Manager
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Job Description
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.
At American Expressourcultureisbuilton a 175-yearhistoryofinnovationsharedvaluesand LeadershipBehaviors and anunwaveringcommitmenttobackourcustomerscommunities andcolleagues. AspartofTeam Amexyoullexperiencethispowerfulbackingwithcomprehensivesupportforyourholisticwell-beingandmanyopportunitiestolearnnewskillsdevelopasaleader andgrowyourcareer.
How will you make an impact in this role
The Acquisition & Customer Marketing (ACM) team within the International Card Services (ICS) Centre of Excellence (CoE) drives market success across a portfolio of 23 international markets. The way we acquire onboard and grow engagement with our prospects and cardmembers across ICS is more important than ever to continue to enable the strong trajectory of ICS and growth contribution to American Express. This role is an exciting new opportunity as part of the International ACM organization to revolutionize the companys future by attracting and acquiring new card members. ACM creates and collectively delivers the next horizon growth strategy powered by investments capabilities and marketing solutions that are customer centric innovative and scalable.
The Manager Digital Acquisition Customer Experience ICS CoE is a brand-new role that will be responsible for defining the strategy for the shopping experience for our new and existing customers (across our primary card shopping website and other digital assets). The remit is focused on defining the longer-term roadmap for mid-funnel experiences across consumer and commercial (focused on small businesses) Lines of Business (LOBs). The role will be anchored on identifying opportunities for synergies and scaling across the countries and LOBs; working in close collaboration with key stakeholders (different global countries cross-functional teams technology design digital product delivery etc.).
Reporting to the Director Mid-funnel strategy and capabilities Acquisition CoE ICS this role will suit someone who thrives when working in a diverse fast-paced team and outcome oriented.
Youll be responsible for driving the success of the mid-funnel strategy roadmap and experience for all users and ensuring smooth coordination of initiatives across various stakeholders to:
- Define the mid-funnel strategy for international markets as per their size and market nuances considering the various customer intents (e.g. assets and landing pages for various use cases capabilities required across various countries)
- Partnering with the digital product team to identify and implement an efficient mid-funnel experience for our prospects and existing customer to facilitate their decision-making process (incl. working with design brand and local marketing teams)
- Identifying and leveraging scalable opportunities to drive continued card acquisition billings and revenue growth (driving the appropriate traffic to low the application journey and pushing the overall conversion)
- Maintaining market awareness of both competitors and technological advances to analyse plan and develop future strategic plans and build clear benchmarks
- Building strong relationships with local & central colleagues (digital product and country teams) to collectively drive customized journeys and experience premium experience across cardshop (leveraging SEO optimization and design centric approach)
Minimum Skills:
- Strategic thought leadership skills with a proven track record in product and process innovation and the ability to work across both strategy and implementation
- Financial acumen and ability to connect product development build/solutions to financial impact
- Strong marketing experience including digital capability and/or website development & optimisation experience
- Ability to drive experimentation and digital product delivery (incl. tracking & tagging processes and privacy governance for such controls)
- Solid understanding of marketing strategy across acquisition channels and the overall onboarding experience
- Ability to independently use data to make decisions and analyse trends. Experience leveraging data sets like NVision or Adobe to understand customer behaviour. No coding skills required.
- Strong communication skills including presentation and outstanding influencing abilities with confidence in presenting to senior leaders
- Empathy for customer colleagues and ability to see multiple perspectives and foster the diversity and multicultural environment we embrace as a company
- Strong project management skills - ability to progress key projects in a complex environment
Preferred Skills:
- Experience or knowledge of SEO strategy and building site pages while optimising search effectiveness
- Experience with Content Square Adobe Analytics or like digital behavioural tools
- Preferred experience of building site pages and digital content development for web
- Experience working/living in non-native countries or cultures and foreign language knowledge is encouraged
Non-considerations for sponsorship:
Employment eligibility to work with American Express in the Enter Country Here is required as the company will not pursue visa sponsorship for these positions.
Considerations for sponsorship:
Depending on factors such as business unit requirements the nature of the position cost and applicable laws American Express may provide visa sponsorship for certain positions.
Required Experience:
Manager
Employment Type
Full-Time
