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About the Role

The Customer Loyalty Marketing team is seeking a Director, Membership Recognition and Reinforcement to lead marketing strategies that strengthen Card Member engagement and long-term loyalty. This role will focus on reinforcing the value of Membership at pivotal change moments and driving engagement with capabilities that deepen customer relationships.

Responsibilities

Define and evolve the Recognition strategy, expanding beyond tenure-based programs to recognize and celebrate meaningful moments throughout the customer lifecycle and deliver personalized experiences that deepen loyalty and differentiate the Membership experience.
Lead Relationship Evolution strategy, developing marketing that reinforces Membership value at pivotal moments in the Card Member relationship, including after cross-sell, upgrades, retention saves, and participation in financial relief programs, to deepen engagement and support retention.
Own Supplemental Card Engagement strategy across U.S. Consumer portfolios, driving activation, ongoing engagement, and long-term value through relevant, customer-centric marketing.
Lead Lending Engagement strategy, driving awareness, adoption, and ongoing engagement with key lending capabilities, including Plan It, Pay Over Time, product line increases, customer-level pricing, and other lending treatments.
Develop and prioritize strategic roadmaps across the portfolio, leveraging customer insights, analytics, and performance data to identify opportunities and drive measurable customer and business outcomes.
Build alignment and influence senior stakeholders across Product, Customer Growth, Membership Engagement, Analytics, Brand, Servicing, Risk, and other partners to advance shared priorities and translate strategy into action.
Lead, coach, and develop a high-performing team of marketers, fostering customer-centric thinking, innovation, collaboration, and strong execution.

Requirements

8+ years of experience in marketing, customer engagement, loyalty, product marketing, or related disciplines, with demonstrated experience developing and leading customer-centric strategies.
Strategic thinker with the ability to create structure around complex or ambiguous opportunities and translate vision into clear priorities and actionable roadmaps.
Strong customer, analytical, and commercial orientation, with the ability to translate insights and business objectives into differentiated strategies and measurable outcomes.
Proven ability to lead complex, cross-functional initiatives, build alignment, and influence senior stakeholders across organizational boundaries.
Demonstrated ability to challenge the status quo, identify new opportunities, and lead innovation and change.
Proven people leader with a track record of coaching, developing, and empowering high-performing teams.
Excellent written and verbal communication skills, with the ability to distill complex topics and communicate compelling strategies and recommendations to senior leaders.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

Work Type

Hybrid
Onsite
Virtual

Experience Level

Director

Education Level

Bachelor's Degree Required

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

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.