Senior Manager - Refer a Business

Global Commercial Services (GCS) is the leading payments provider for businesses and corporations of all sizes. The US Small Business and Middle Market segment (SME – Small and Medium Enterprise) is the largest GCS customer segment, with tremendous growth momentum, and continues to be a key area of investment and focus for our company. 

The Small Business Customer Growth Marketing team focuses on delivering customer-centric experiences that expand and deepen our relationships with existing Small Business and Middle Market Card Members. 

As a Senior Manager, Refer a Business, you will play a critical role in shaping the next chapter of the Refer a Business (RAB) program while managing and optimizing key Customer-facing referral experiences. 

Our Customers are one of American Express’ greatest assets, and thoughtfully leveraging our existing Customer relationships to acquire high-quality new Customers represents a meaningful growth opportunity. This role will take a holistic view of RAB—using customer insights, performance data, experimentation, and market context to identify opportunities to improve program performance, customer experience, and economics. 

You will be responsible for both optimizing how RAB performs today and helping define how the program should evolve tomorrow. This includes identifying new demand drivers, determining where and how referral experiences and offers should show up across the Customer journey, evaluating existing treatments and program constructs, and translating insights into actionable strategies and tests. 

As a key channel manager, you will also shape how we engage Small Business Customers through My Card Account (MYCA), one of our primary digital Customer experiences. You will develop and optimize RAB treatments within MYCA and partner across the organization to bring compelling, relevant experiences to market. MYCA will serve as both a critical growth channel and an important environment for testing, learning, and identifying opportunities that can inform the broader RAB strategy. 

This is a highly visible and fast-paced role with significant opportunity to operate in white space, challenge existing assumptions, influence the future direction of an important acquisition program, and translate strategy into measurable business outcomes. 

• Shape the evolution of RAB by identifying opportunities to reimagine the program, improve its economics and Customer experience, and unlock new sources of sustainable growth.
• Own the program optimization agenda, continuously assessing performance and identifying high-value opportunities across Customer treatments, demand drivers, targeting, offer placement, product participation, and the broader referral journey. 
• Lead treatment and creative development in partnership with internal teams, agency partners, and cross-functional stakeholders to translate Customer and business strategies into compelling experiences and flawlessly execute campaigns. 
• Partner cross-functionally across Product, Enterprise Digital, Analytics, Risk, Marketing and other teams to understand changes in the Customer and product landscape and translate opportunities into effective marketing strategies and experiences. 

• Data-driven strategic thinker with a growth mindset and demonstrated ability to identify opportunities and translate insights into Customer-first strategies and action. 
• Strong problem-solving skills and intellectual curiosity, with an ability to operate effectively in white space and bring structure to ambiguous business questions. 
• Demonstrated ability to leverage Customer insights, experimentation, and performance data to improve Customer experiences and business outcomes. 
• Exceptional relationship and influencing skills, with demonstrated success working across teams and functions to drive outcomes. 
• Ability to synthesize complex information and develop clear, compelling narratives and recommendations for different levels of audiences. 
• Ability to manage multiple interconnected priorities in a fast-paced environment. 
• Positive energy, curiosity, and enthusiasm for challenging the status quo and finding better ways to deliver results. 
• Minimum 5–7 years of relevant work experience. 

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