Sr. Analyst, Customer Growth Marketing - Retention

Job Description

The Sr. Analyst, Customer Growth Marketing - Retention will support the strategy and marketing execution of retention treatments for our U.S. Customer base, with primary responsibility for managing retention for the Delta portfolio. This role will develop, execute, and maintain marketing campaigns designed to retain Card Members and increase Card Member engagement, while serving as a key point of contact for Delta retention strategy, offer execution, and performance.

This role provides significant channel and portfolio management responsibilities, along with a unique opportunity to drive strong business results and thought leadership. An ideal candidate will be interested in a balance of customer marketing, core operational functions, analytics, and partner relationship management, with excitement to join a team that drives significant revenue.

Responsibilities

• Serve as the primary Retention Marketing contact for the Delta portfolio, partnering with Delta Product and Marketing teams to align on priorities, initiatives, and retention objectives
• Own end-to-end execution of Delta retention marketing campaigns, ensuring initiatives are launched accurately, efficiently, and on schedule
• Manage Delta retention performance monitoring, reporting, forecasting, and monthly commentary, identifying key performance drivers and opportunities to optimize results
• Identify insights from retention conversations to uncover trends and opportunities, inform retention strategies, and share learnings with key partners
• Support Customer Care Professional (CCP) effectiveness through communications, job aids, and resources that keep CCPs informed and equipped for retention conversations
• Partner with Servicing teams to maintain ongoing alignment on channel performance, upcoming initiatives, opportunities, and issues
• Partner with Tech teams to support the implementation of technology initiatives that enhance channel systems
• Collaborate cross-functionally with Marketing, Compliance, Legal, Control Management, Marketing Enablement, Servicing, and Product teams to support the development and execution of retention initiatives

Qualifications

Minimum Qualifications

• Bachelor’s Degree
• 1–2 years of relevant experience in a marketing, analytics, or communications-based role

Preferred Qualifications

• Self-motivated and proactive, with a track record of taking initiative, following through, and identifying new approaches
• Positive, solutions-oriented mindset with a passion for solving problems and simplifying complex issues
• Ability to build strong relationships and influence cross-functional partners
• Strong organizational skills with the ability to manage multiple priorities and adapt effectively to changing conditions
• Strong verbal and written communication skills, with the confidence to engage with a broad range of partners and levels of management
• Strong analytical skills, with the ability to translate data and insights into a clear and compelling story
• Curiosity about AI and emerging technologies, with an interest in identifying practical ways to incorporate new tools into day-to-day work

• High emotional intelligence, enthusiasm, and a collaborative sense of humor

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.​