Senior Manager, MGM Customer Experience Marketing
The U.S. Consumer Marketing team (USCM) is part of the U.S. Consumer Services Group and is responsible for making Membership essential by creating and delivering world-class marketing for our differentiated products and services that drives demand and inspires engaged Card Members across the customer lifecycle. The Prospect, Partner & Customer Growth (PPCG) team delivers member-centric performance marketing that fuels this success by gaining share of premium demand, deepening Card Member engagement, and marketing premium partnerships and products that deliver differentiated membership experiences.
This position offers an exciting opportunity to join the fast-paced and dynamic Member Get Member (MGM) Marketing Team. The US Member-Get-Member referral marketing program is a rapidly growing acquisition channel core to UCSM’s goal of efficiently acquiring high-quality new card members. The Member Get Member program drives a sizable contribution to the U.S. Consumer Marketing footprint and bringing marketing to life that encourages our consumers to refer and drives new account acquisitions at scale.
About This Role
This role will shape the strategic vision for the Member Get Member customer and prospect experience across the lifecycle, helping to strengthen referral engagement, improve the digital experience, and unlock scalable acquisition growth. The individual will serve as a strategic connector across Marketing, Product, Design, Analytics, Technology, Legal, and Compliance to identify opportunities, prioritize the highest-value work, and translate business needs into a clear experience and technology agenda. This role will also play an important role in evolving MGM’s future growth strategy, including banking referrals, partner referral integrations, MGMembership marketing, and Card Member offer innovation.
Responsibilities
- Define and advance the MGM customer and prospect experience roadmap, with a focus on improving referral discovery, engagement, conversion, and overall ease of use.
- Own the multi-year technology roadmap, including prioritization, funding inputs, capability development, utilization tracking, and delivery of experience-enhancing initiatives.
- Drive growth initiatives across banking referral expansion, partner referral integrations, and MGMembership marketing, ensuring each opportunity is grounded in clear customer value and measurable business impact.
- Lead the Card Member offer learning agenda, including test design, offer optimization, new offer constructs, future offer currencies, and performance measurement.
- Partner cross-functionally with Product, Design, Analytics, Legal, Compliance, and Technology teams to move initiatives from strategic concept through execution.
- Use data, customer insights, experimentation, competitive intelligence, and performance reporting to inform recommendations and continuously improve program outcomes.
- Champion operational excellence through strong controls, risk management, governance, documentation, and cross-functional execution discipline.
- Lead, coach, and develop a team of two colleagues.
Qualifications
Who You Are:
- A strategic marketer with strong strategic instincts who can quickly build expertise in new technologies, platforms and customer behaviors.
- Strong analytical skills with the ability to translate data into actionable insights and strategic recommendations.
- A strong operator who can create structure in ambiguity, balance competing priorities, and drive complex work forward across teams, functions, and levels.
- A connector who influences without authority, brings cross-functional teams together and builds alignment across diverse stakeholders.
- A clear and confident communicator who can simplify complexity, craft executive-ready narratives, and engage senior leaders with sound recommendations and business judgment.
- Action-oriented with a test-and-learn mindset, balancing thoughtful planning with rapid experimentation and continuous improvement.
- A culture carrier and passionate people leader who develops talent, builds inclusive high-performing teams, and creates an environment where colleagues can grow and do their best work.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
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.
