Manager, Marketing - Digital Credit & Fraud Marketing (DCFM)

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

The Digital Credit & Fraud Marketing (DCFM) Team sits within Strategy & Integration as part of the Global Credit & Fraud Operations Organization. We are responsible for increasing effectiveness and efficiency of global collections efforts for American Express by expanding and optimizing digital communications. This team consists of marketing, collections, risk and servicing experts who each bring a unique perspective and skillset aimed at driving innovation and challenging the status quo. Our mandate is to deliver a best-in-class digital debt resolution experience for our Cardmembers, ensuring they continue to receive support and backing from American Express, especially in times of need. The team has recently expanded its scope beyond credit & collections to replicate digitization success in other servicing functions such as Credit Risk, Fraud and New Accounts.

The Manager/Senior Manager, Digital Marketing will own the development and optimization of communications aimed at cardmembers during critical servicing moments and will work closely with cross-functional partners to drive increased digital response rates, expansion of treatments and other outcomes. This will include assessing the performance of current communications, developing test and learn agendas with hypotheses to optimize performance, overseeing creative strategy and development, and partnering with Strategy, Risk, Compliance and Tech partners for market launch. This role is ideal for a growth-oriented person who prioritizes learning, is detail-oriented, and is comfortable working with and defining new processes.

Job Responsibilities 

• Develop and execute DCFM communications roadmap in partnership with key strategy stakeholders
• Create and execute test-and-learn plans to optimize communications based on data driven observations and hypotheses
• Monitor and report on performance of digital communications to senior leadership
• Develop and disseminate best practices for digital communications, serving as a subject matter expert for your assigned area of communications
• Leverage data and insights to identify strategic opportunities to effectively engage with cardmembers

Minimum Qualifications

• +5 years proven experience and expertise in digital marketing principles including A/B testing, funnel optimization and personalization
• Strong relationship building skills and the ability to collaborate, influence, and work effectively across multiple cross-functional partners
• Track record of developing and implementing strategic and creative solutions to business problems with a customer-first mindset, rooted in data driven insights
• Proven project management and problem-solving skills
• Strong proficiency in Excel and PowerPoint

Preferred Qualifications

• Digital and/or marketing experience
• Advanced Degree (e.g. MBA)
• Experience with email channel

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits

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