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About the Role

This Senior Manager will lead and advance the GCS Customer Media program, developing strategies to generate demand amongst existing customers and deliver relevant acquisition experiences. The role involves leveraging customer insights, media expertise, data, and measurement to evolve customer engagement through media touchpoints and drive business value.

Responsibilities

Lead the Customer Media Strategy, defining the vision, roadmap, and priorities for media engagement across the customer lifecycle.
Develop a deep understanding of Small Business Owner (SBO) needs, behaviors, and motivations to translate into actionable media strategies.
Represent the SBO perspective in cross-functional forums to advance GCS customer treatment and deliver relevant experiences.
Develop an end-to-end approach for Customer Media, defining success metrics across audiences, channels, creative, offers, and customer treatments.
Lead the test-and-learn agenda and identify opportunities to scale successful strategies.
Use customer, audience, channel, and performance data to understand performance, uncover opportunities, and optimize growth.
Translate complex insights into clear recommendations and actions.
Advance the measurement strategy for Customer Media, partnering with Analytics, Investment Optimization, and Measurement teams.
Understand incremental impact, establish success metrics, and inform investment decisions.
Identify emerging media capabilities, technologies, audiences, and customer engagement opportunities.
Build a thoughtful test-and-learn roadmap to evaluate and scale new capabilities.
Build strong relationships across GCS Marketing and partner teams to align priorities and incorporate SBO needs.
Lead execution of the Customer Media roadmap, ensuring accurate and efficient delivery of campaigns and treatments.
Ensure appropriate measurement, billing, and tracking infrastructure is in place.

Requirements

5+ years of relevant experience in digital marketing, customer marketing, media, or a related high-growth environment.
Proven ability to lead and manage innovative, effective marketing programs that deliver measurable customer and business outcomes.
Strong understanding of the digital media landscape, audience strategy, measurement, and evolving media capabilities.
Strong SBO customer mindset with demonstrated ability to translate customer needs, behaviors, and insights into marketing strategies and experiences.
Strong leadership, influence, and relationship-management skills with the ability to work across multiple cross-functional partners.
Strong analytical skills with the ability to isolate what matters, synthesize complex information, and turn insights into action.
Ability to develop strategic roadmaps, prioritize opportunities, and manage multiple initiatives from strategy through execution.
Passion for digital media, customer experience, innovation, and transformation.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

Skills

Digital marketing
Customer marketing
Media strategy
Data analysis
Measurement strategy
Cross-functional leadership
Relationship management
Strategic planning
Customer insights
Digital media landscape
Audience strategy
Media capabilities

Location

United States

Work Type

Hybrid
Onsite
Virtual

Experience Level

Senior Manager
5+ years

Education Level

Bachelor's Degree required
MBA preferred

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 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

About the Company

Global Commercial Services (GCS) is a leading payments provider serving businesses of all sizes, with Small Business representing our largest and fastest-growing customer segment.
The Small Business Marketing team drives acquisition and customer engagement across Charge Cards, Proprietary Lending products, and co-brand partnerships, playing a critical role in accelerating U.S. SME growth.
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.

Equal Opportunity

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.
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