American Express - Assistant Manager - Membership Rewards Program

Function Description:

The Membership Rewards Vertical within Central Marketing Organization (CMO) in American Express Banking Corp. plays a critical role towards driving strategic priorities i.e. driving billings growth, remarkable customer experience and powering various card product value proposition elements by through various loyalty, rewards and redemption programs under the iconic Membership Rewards Program.

It involves owning the entire value proposition of our iconic Membership Rewards Program and driving customer engagement and delight through the program. The role will own the value proposition & customer experience driven through this program and also own driving customer engagement metrics related to this program.

Drive and enhance communication of the brand proposition to a broader range of targeted customers. He/She will be instrumental in improving the processes and program features to cater to credit card customer expectations.

Purpose of the Role:

The candidate will be responsible for owning the entire value proposition of the Membership Rewards Program and driving customer engagement and delight through the program. The role will own the value proposition & customer experience driven through this program and also own driving customer engagement metrics related to this program.

Job Responsibilities:

- Own the value proposition offered under the Membership Rewards Program.

- Continuously work on enhancing the value proposition of the program by introducing new partners under the redemption pillar of the program.

- Own and drive customer engagement with the program, by way of implementing innovative / multi-channel customer engagement campaigns.

- Create and sustain strategic and tactical partnerships to enable and enhance redemption value proposition on the program.

- Work closely with the business, technology and customer services to identify and implement capability uplifts.

- Optimize redemption rate and rewards costs - own and drive initiatives to reduce cost (without an impact to customer experience).

- Work closely with key internal and external stakeholders (Brand and Communication, Risk, , Legal, Compliance, Finance, Servicing & Account Development teams) to deliver on the goals.

- Implement innovations that help drive efficiencies, reduction in cost of acquisitions and better customer experience.