Manager - Direct Channels, Optimization & Analytics

Job Description

American Express Global Commercial Services (GCS) is the leading payments provider for businesses of all sizes, with Small Business representing our largest customer segment and a continued area of strategic investment. The Small Business Marketing (SBM) team is responsible for driving growth across the Small Business portfolio by acquiring new customers and deepening relationships with existing ones across our Card, Business Line of Credit, and Banking products. The organization is comprised of the Prospect, Customer Growth, Customer Activation, Customer Engagement, and Co-brand Marketing teams, working together to deliver innovative marketing strategies and exceptional customer experiences.

Within Small Business Marketing, the Prospect Direct Channel and Execution Strategy team is responsible for driving high quality growth across our proprietary marketing channels. The Direct Channels team consists of Direct Mail, Inbound Phone, and Chat channels, representing nearly 20% of all Prospect Revenue Acquired through data-driven strategy, rigorous experimentation, and best-in-class marketing experiences.

The Manager – Direct Channels, Optimization & Analytics is a highly visible role that will lead the Direct Mail optimization analytics engine. The colleague will work closely with partners and leadership stakeholders across the Blue Box to deliver on their goals (including AIM, GIO, ECMX, USCS). We are looking for a performance marketer to lead channel forecasting, analytics, performance reporting, and executive communications. Additionally, the role will build a high-impact optimization roadmap, recommend new growth strategies, improve investment and operating processes.

Responsibilities

• Lead strategy and performance for the Small Business Direct Mail acquisition channel, owning short- and long-term channel strategy and identifying opportunities to drive profitable growth through investment optimization, product strategy, and continuous experimentation.
• Own monthly forecasting, results reporting, and performance monitoring, translating complex channel data into clear insights, risks, opportunities, and recommendations for senior leadership.
• Manage and optimize a significant marketing investment portfolio, partnering across Finance, Analytics, Product, and Marketing to identify high-ROI growth opportunities.
• Build and nurture relationships with internal partners to identify, prioritize, and execute growth opportunities (incl. GCS Marketing, GCS AIM, Product, Risk, Global Servicing, Consumer, etc.)
• Identify opportunities to improve and automate channel processes and capabilities across forecasting, reporting, and performance management to increase efficiency and enable better decision-making.
• Lead with an external perspective, keeping a pulse on competition and the broader marketing landscape to widen our advantage
• Manage the Direct Mail test & learn agenda, prioritizing initiatives based on expected business impact, strategic value, and channel priorities to drive acquisition performance and inform future channel strategy.
• Manage 1-2 direct reports

Qualifications

• Demonstrated experience across Marketing, Product, Strategy, or a similar function with transferrable skills
• Ability to think strategically, assess critical business needs, and identify actionable solutions
• Analytical mindset with expertise in leveraging data to make decisions, prioritize, and demonstrate impact
• Robust financial acumen with the ability to evaluate ROI, define a strategy to deliver on targets, and drive profitable growth
• Outstanding influencing and negotiating skills, with the ability to manage relationships across varying remits
• Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment
• Exceptional people leader who can empower and coach direct reports to succeed, and invest in talent across the team, specifically in career and development
• Energetic leader who models resilience and optimism in the face of challenges

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

About us

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 our 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.

About

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 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.
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The below 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.​