The posting
Job Description
Global Commercial Services (GCS) is the leading payments provider for businesses and corporations of all sizes. The US Small Business and Middle Market segment (SME – Small and Medium Enterprise) is the largest GCS customer segment, with tremendous growth momentum, and continues to be a key area of investment and focus for our company.
The Small Business Customer Growth Marketing team focuses on delivering customer-centric experiences that expand and deepen our relationships with existing Small Business and Middle Market Card Members.
As a Senior Manager, Refer a Business, you will play a critical role in shaping the next chapter of the Refer a Business (RAB) program while managing and optimizing key Customer-facing referral experiences.
Our Customers are one of American Express’ greatest assets, and thoughtfully leveraging our existing Customer relationships to acquire high-quality new Customers represents a meaningful growth opportunity. This role will take a holistic view of RAB—using customer insights, performance data, experimentation, and market context to identify opportunities to improve program performance, customer experience, and economics.
You will be responsible for both optimizing how RAB performs today and helping define how the program should evolve tomorrow. This includes identifying new demand drivers, determining where and how referral experiences and offers should show up across the Customer journey, evaluating existing treatments and program constructs, and translating insights into actionable strategies and tests.
As a key channel manager, you will also shape how we engage Small Business Customers through My Card Account (MYCA), one of our primary digital Customer experiences. You will develop and optimize RAB treatments within MYCA and partner across the organization to bring compelling, relevant experiences to market. MYCA will serve as both a critical growth channel and an important environment for testing, learning, and identifying opportunities that can inform the broader RAB strategy.
This is a highly visible and fast-paced role with significant opportunity to operate in white space, challenge existing assumptions, influence the future direction of an important acquisition program, and translate strategy into measurable business outcomes.
Responsibilities
- Shape the evolution of RAB by identifying opportunities to reimagine the program, improve its economics and Customer experience, and unlock new sources of sustainable growth.
- Own the program optimization agenda, continuously assessing performance and identifying high-value opportunities across Customer treatments, demand drivers, targeting, offer placement, product participation, and the broader referral journey.
- Lead treatment and creative development in partnership with internal teams, agency partners, and cross-functional stakeholders to translate Customer and business strategies into compelling experiences and flawlessly execute campaigns.
- Partner cross-functionally across 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.
Qualifications
- Data-driven strategic thinker with 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 an ability to operate effectively in white space and bring structure to ambiguous business questions.
- Demonstrated ability to leverage Customer insights, experimentation, and performance data to improve Customer experiences and business outcomes.
- Exceptional relationship 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 levels of 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.
- Minimum 5–7 years of relevant work experience.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
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.
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
- 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 paid parental leave for all parents, regardless of gender, 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 our Healthy Minds program
- Career development and training opportunities
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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The below represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
