Director, Guest Demand and Media

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.

We are seeking a visionary, performance-driven Director Guest Demand and Media to lead our full-funnel marketing efforts across paid and owned & operated channels. This strategic leader will be responsible for driving user acquisition, engagement, repeat usage, and loyalty while also supporting the success of our venue partners through best-in-class marketing services.

This role sits at the intersection of performance marketing, product enablement, and partner collaboration, with direct accountability for campaign strategy, execution, and optimization across digital and traditional channels.
You’ll be responsible for owning the guest segment full funnel, identifying ideal guest segments, personas, channels, capabilities, targeting and marketing creative to engage customers and drive engagement at a guest level in partnership with Product & Data.

Key Responsibilities:

Media & Performance Optimization
• Lead full-funnel, data-driven performance marketing efforts to drive customer acquisition and revenue growth, central COE for media investments (B2B2C and B2C Tactics), leader must be able to be adept in both side of the business for optimal success.
• Oversee planning, execution, and continual optimization of paid media strategies (search, social, display, programmatic, etc.).
• Own performance KPIs, media ROI, and reporting dashboards for continuous improvement.

Product Partnership & Consumer Feature Adoption
• Partner closely with Digital Product and Tech teams to influence feature roadmaps, support adoption strategies, and improve product engagement.
• Collaborate on go-to-market strategies for new product features, ensuring strong user uptake and retention. Lead execution of E2E marketing for consumer features across Resy and Tock channels.
• Serve as the product liaison for guest marketing, capturing and prioritizing customer needs, creating cohesive customer journeys and marketing placements, and developing go-to-market communications to drive feature adoption and Resy loyalty.

Lifecycle Marketing & Owned Channels
• Own and evolve marketing strategies across email, web, and app to drive user activation, repeat usage, and long-term loyalty.
• Manage audience segmentation, dynamic personalization, and performance analytics to improve marketing effectiveness.
• Drive CRM innovation and lifecycle automation initiatives. Expand foundation executional rails at scale. Uplift and implement marketing operations and channel management activities to match similar American Express operations, the evaluation of vendors and tools, process mapping and enhancements.
• Partner with the Resy Card Marketing and USCS marketing teams to build placements and journeys to deliver Amex Card value in the Resy marketing ecosystem.

Partner & Venue Marketing
• Lead “marketing as a service” for venue and partner channels, ensuring customized and scalable marketing support partner at national and P1 markets.
• Deliver integrated campaigns to drive traffic and engagement at individual venue levels.
• Serve as the strategic marketing liaison to partner teams, aligning priorities and executing co-marketing initiatives.

Qualifications:

• Proven experience leading high-performing performance marketing teams with a strong grasp of media mix, attribution, and ROI optimization.
• Adept at influencing cross-functional teams particularly Product, Analytics, and Regional/Partner stakeholders to deliver impactful results.
• Strong leadership skills with the ability to motivate and inspire teams around a unified vision.
• Deep understanding of customer journey marketing, from acquisition through retention and loyalty.
• Agile and adaptable, with experience in both ATL (Above-the-Line) and BTL (Below-the-Line) marketing strategies.
• A strategic thinker who’s also hands-on, execution-oriented, and results-driven.
• A leader who has proven experience creating a visionary and long term strategy + roadmap for success, and motivate teams to drive change even in challenged and competitive environments.
  
  You’ll Thrive in This Role If You:
• Are passionate about blending brand storytelling with data-backed performance marketing
• Operates as an agile, retail like marketer to drive scale, comfortable with testing and learning, failing fast.
• Enjoy building collaborative relationships across product, design, tech, and partner teams.
• Love working in a fast-paced environment where you can move quickly, test often, and scale what works.
• Want to shape the future of how we connect guest with exceptional partner experiences across channels.
  

Salary Range: $123,000.00 to $215,250.00 annually + bonus + equity (if applicable) + benefits

The above 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.

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, but not limited to, 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.

US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.