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 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?

Membership Rewards, American Express’s loyalty program is an iconic and leading customer loyalty program in the industry, delighting its customers though its superior Value Proposition.

An important pillar of the Membership Rewards Program is accelerator programs like Reward Multiplier & Shopwise – a unique technology enabled engagement platforms that allows the cardmembers with an opportunity to earn accelerated rewards across categories and partners, through a differentiated value proposition. The Candidate will manage this program end to end.

The candidate will also play a pivotal role in steering the Membership Rewards program for Lending products (Consumer Credit Cards). This position focuses on enhancing customer engagement with Membership Rewards, P&L Ownership for the program, third party partner discussions and overseeing the platform engagements, and contributing to revenue growth and Net Promoter Scores (NPS).

Purpose of the Role:

At AMEX India, we see an opportunity to further grow the accelerator program via innovation and create a market leading platform to further strengthen our Membership Rewards Program.
The candidate would own the strategy and drive execution to take this unique engagement platform to the next level.

In addition, the candidate will be responsible for managing the Membership Rewards program for Lending cards (Consumer credit cards).

Job Responsibilities:

For Accelerator Program:

· Responsible for driving the P&L and Billings of Rewards Multiplier

· Responsible for driving customer engagement on the accelerator platform through a set of campaigns and initiatives spread across channels

· Manage existing partner relationships and sign new partners to further enhance the program

· Continuously work on technological upgrades of the accelerator platform to further enhance CX. Drive these upgrades in partnership with internal technologies teams and external partners

· Review performance metrics & manage receivables reconciliation with partners

· Analyze Spend data with the support of the business intelligence team to generate insight and arrive at actionable, publish business metrics

· Oversee customer complaints and escalations as per laid down policy

For Membership Rewards program:

· Oversee and enhance the Membership Rewards program for Lending cards (India Consumer credit cards)

· Design and execute campaigns to elevate customer engagement, focusing on loyalty, channel mix engagement metrics

· Collaborate closely with Product, Finance, Portfolio Marketing, and Central Teams to enhance Membership Rewards utilization and efficiency

· Harness customer insights, marketplace trends, competitive intelligence, and portfolio metrics to strategically lead Membership Rewards initiative

· Forge and maintain partnerships with operations and servicing teams to elevate customer experience and positively impact Net Promoter Scores (NPS)

· Engage in continuous collaboration with internal and external partners to introduce new offers, partners, and campaigns aimed at boosting customer loyalty

Minimum Qualifications:

· A minimum of 5 years of overall experience and relevant experience in Marketing/Loyalty/Product or Platform management with P&L ownership, preferably within the financial services sector.

· Demonstrated expertise in developing and executing marketing strategies, with a proven track record of driving customer engagement and loyalty.

· Strong analytical skills, with the ability to distill complex data into actionable strategies and plans.

· Effective communication and presentation abilities, with demonstrated success in influencing and negotiating with both external and internal stakeholders.

· A collaborative team player with proven leadership abilities and experience in managing partner relationships.

· A good understanding of the Banking/Insurance industry, including market trends, economic factors, and the regulatory environment

· Candidate with an MBA would be preferred

· Technical Skills/Capabilities:Digital Marketing, Understanding of Rewards & Loyalty programs, Analytics

Behavioral Skills/Capabilities:

· Set The Agenda: Define what winning looks like, put enterprise thinking first, lead with an external perspective

· Bring Others with You: Build the best team, seek & provide coaching feedback, make collaboration essential

· Do It the Right Way: Communicate frequently, candidly & clearly, make decisions quickly & effectively, live the blue box values, great leadership demands courage

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
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.