Assistant Marketing Manager, Customer Engagement in New South Wales, Australia

Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let’s lead the way together.

An opportunity exists for a high calibre marketing professional to take on a full time Assistant Marketing Manager role within the International Card Services team.

The position reports to a Marketing Manager and will be responsible for developing and executing Customer Engagement initiatives which support the B2B and B2C Internal Acquisition (IA) initiatives across ANZ with a focus on New Zealand Customer Card upgrades and Employee / Additional card requests. Marketing initiatives will focus on email, digital, social activities but also include traditional channels and platforms.

This exciting role will focus strongly on developing compelling and seamless customer processes and communications. As the ideal candidate, you will have a passion for driving evolution in marketing and communication approach and leveraging emerging digital tools and resources to deliver impactful customer and commercial outcomes. You will require a creative approach that drives innovation by understanding and incorporating past marketing communications and changes within the competitive landscape. Success will include delivering strong marketing KPIs, while achieving business objectives. The team embodies a fast paced and dynamic culture, operates nimbly and embraces team work, accountability, flexibility and a will to win attitude.

Key role responsibilities

• Develop and deliver marketing treatments to expand and elevate the product holding of existing Consumer and/or Business customers (Employee Cards [Supplementary Cards], Upgrades) through end to end campaign management which meet set IA targets and goals.

• Support and coordinate the development of new marketing offers and channel capabilities to drive greater efficiency.

• Coordinate IA function activities and initiatives across lines of business (Servicing, Field, Central, Tech, Risk, Compliance, Marketing and Product)

• Support the expansion and evolution of IA activity into all marketing channels.

• Ownership of key business finance engagement diagnostics and reporting, and shared responsibility for team goals associated with IA across SBS and Consumer.

• Management of key agency and internal stakeholder relationships (products team, servicing, tech, card products teams, field sales and operations)

• Planning and Management of related marketing and tech budgets

• Understanding and management of end to end customer journey involving internal technical platforms and external facing sites.

• Work closely with global COE marketing, Product, Field teams and other internal parties as needed to ensure strategic alignment globally and locally.

• Ability to take on ad-hoc campaigns and projects from time to time across both B2B and B2C internal acquisition for Australia and New Zealand.

The role is varied, and the ideal candidate should be able to implement as below

• Strategy: Supporting the Marketing Manager to develop and execute channel strategy to achieve daily KPIs and overall channel goals

• Work autonomously and with strong ability to collaborate with teams cross boarder

• Channel Management: Implementation of marketing activity across B2C and B2B Channels. Ensure smooth execution of channel campaign activity through liaising with Product, Brand, Account Development and other internal teams to influence, gain alignment and drive campaign initiatives.

• Drives Results: Demonstrated ability to drive results while working in a fast-paced environment, navigate through ambiguity and balance multiple priorities.

• Campaign Reporting: Track results and drive performance of campaigns by sharing insights and results to Senior Leadership teams

• Budget management: manage utilization of budget and optimize for cost savings.

To be successful in this role you will need to have

• Proven track record of executing results‐driven, online and offline marketing campaigns.

• Marketing campaign project management experience – Manage marketing execution end to end including planning, agency briefing, IMH review and data handling principles.

• Experience with Amex systems – CMS, IMH, STAR, eApply, Dokio, Eloqua (similar marketing automation)

• Customer-centric mindset, with proven ability to craft initiatives, programs that drive greater advocacy

• Strong communication and stakeholder management skills – written, verbal, and presenting

• Creative thinking and approach to collateral development

• Strong analytical and data skills as well as the ability to interpret and draw conclusions and identify commercial opportunity from data – Excel, NVision reporting

• Experience in developing and delivering cross sell, engagement, education and offer campaigns and treatments to both Consumer and Business customers.

• Strong attention to detail and organisational skills

• Ability to devise and execute treatment-level strategies and tactics that meet and exceed the requirements of established business goals and targets.

• Experience in working with digital, support, servicing and technical teams to design and implement optimised customer journeys and experience.

• Dynamic, positive and energetic attitude and work ethic

• Motivated, resilient, results focus

• 3 years’ marketing and end-to-end campaign management experience

Qualifications

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries

• Bonus incentives

• Support for financial-well-being and retirement

• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• Generous paid parental leave policies (depending on your location)

• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Job: Marketing

Primary Location: Australia-New South Wales-Sydney

Schedule Full-time

Req ID: 24007956