American Express - Director - Corporate & Merchant Marketing & Acquisition

Job Description :

Description This position is responsible for portfolio engagement & marketing Communications for American Express India's B2B lines of businesses i.e. Merchants and Corporate Businesses and Card members.

- The role is tasked with conceptualizing, designing and executing customer engagement plan including but not limited to supporting new customer acquisition and activation, growing organic billings, reducing spend attrition and driving loyalty.

- This role will also manage Acquisition marketing communications at an enterprise level for consumer and corporate and both offline and Online. The incumbent will lead a team of marketers and also manage the B2B engagement Non Acquisition budget for optimum use.

Corporate Customer Marketing :

- Develop and execute the customer marketing plan for the Corporate Card portfolio including planning & execution of various Campaigns targeted at growth, retention, driving billings etc through multiple channels.

- Interactions across teams and lines of business such as GCP, GMS, Risk, Operations, Finance, Sales, Legal to drive Campaigns & initiatives.

- Be responsible for the development of a strong Customer Engagement in partnership with key GCP stakeholders to drive key business metrics like Charge Volume growth, reducing customer attrition, improving margins etc.

- Development of Customer Segmentation to focus on the right customer with the right message at the right time in the Contact Plan for the AD Channels

- Develop and manage relationships with key external (i.e. product benefits, sales and servicing channels, etc) partnerships and influencers.

Merchant Marketing :

- Develop marketing programs to drive and achieve the targeted active LIF number

- Responsible for driving improvements in merchant satisfaction score - a critical metric on the GMS scorecard. Working in close alignment with WSI and key stakeholders in GMS, the incumbent would work on projects to drive Net Promoter Score, improve OMS enrollment and usage rates and exhibit thought leadership in designing and implementing initiatives that aim at improving overall merchant experience. Collaborate with Merchant Acquisition, Client Management and GNB team to implement and drive on-ground changes to drive the above metrics.

- POC- work with communications team to implement locally relevant campaigns in key industries and geographies to improve POC.

- Develop marketing programs to support newly signed merchants

- Introduce new tools, processes and programs that enhance merchant engagement and experience

B2B Communication :

- Develop and execute the communication strategy for of the India Business Corporate Card portfolio. Work closely with the customer management and Product management team to drive activation, usage and retention

- Partner with stakeholders across teams to roll out merchant communication on all policy, pricing and other changes

- Work with global brand teams in Corporate payments & Global Merchant Services to develop consistent Brand value proposition in India.

Market Acquisition Marketing :

- Partner with both GCP and ICSS (digital + offline) new account acquisition teams to drive marketing communication strategy for higher lead generation and digital acquire accounts

- Build and execute thought leadership in digital acquisition channels and communication working closely with global teams and local agency partners

- Ensure new and relevant creative media especially focused on Digital acquisition channels 4. Support Sales teams across locations for on ground activity

- This role may be subject to additional background verification checks.

Qualifications :

- Preferably an MBA with minimum 8-10 years with people management & relevant experience

- Strong commercial acumen, including ability to identify and - size- growth opportunities and drive thought leadership with stakeholders

- External knowledge of payment trends, marketing concepts, strategy and best practices

- Strong analytical and problem solving skills

- Strong relationship management, influencing and collaboration skills.

- Ability to build long term strategic plans and execute effectively within tight time frames

- Strong written & oral communications skills

- Marketing communications experience in eDM, DM, OBTM, TM and / or online - Database marketing / management experience

- Proven ability to build & leverage relationships across lines of business

- Strong project management skills to manage multiple projects to critical time lines and excellent attention to detail

- Basic understanding of financial statements

- Customer Marketing experience a plus

- Solid understanding & experience in commercial card space - an advantage

- Must have good system skills with respect Microsoft Office suite (MS Excel, Power Point etc.)