In U.S. Consumer Services (USCS), our product is Membership—delivering benefits and services that are essential to our Card Members across travel, dining, entertainment, and retail. We compete by providing a differentiated Membership experience that drives loyalty and long-term growth. USCS brings this to life through our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Travel & Lifestyle Services, the Centurion Lounge network, Global Dining, U.S. Consumer Banking, Amex Offers, Amex Ads, and best-in-class marketing programs.
The Senior Manager, Membership Rewards Engagement & Insights will lead the development and execution of strategies that drive Card Member awareness, understanding, and engagement with the Membership Rewards program.
This role is responsible for shaping Membership Rewards engagement strategy across key program launches, digital experiences, and customer touchpoints. The individual will partner across marketing, product, digital, analytics and legal teams to bring new capabilities to market, optimize how Card Members engage with Membership Rewards, and identify opportunities for future program growth.
Success in this role requires a strategic thinker who can manage complex cross-functional initiatives, influence stakeholders across the organization, and translate business objectives into customer-focused solutions. The ideal candidate is highly organized, detail-oriented, intellectually curious, and comfortable balancing strategic planning with hands-on execution.
This role manages one direct report and serves as a key partner in advancing Membership Rewards growth, engagement, and customer value.
- Own Membership Rewards go-to-market strategy, ensuring program benefits and redemption experiences are positioned to drive Card Member engagement, support business objectives, and meet customer needs.
- Partner with marketing teams to develop content and communication strategies informed by program priorities, customer insights, and performance metrics.
- Lead the successful execution of key Membership Rewards launches and strategic initiatives, coordinating cross-functional stakeholders to bring new redemption experiences and program enhancements to market.
- Own Membership Rewards digital engagement experiences and partner with digital product teams to optimize customer touchpoints, improve program understanding, and shape future roadmap priorities.
- Leverage customer insights and program performance data to identify opportunities for innovation, expand engagement touchpoints, and enhance the overall Card Member experience.
- Provide strategic oversight of Membership Rewards frameworks, positioning, and governance processes while leading and developing one direct report to drive consistency and operational excellence across the enterprise.
Minimum Qualifications
- 7+ years of experience in customer engagement, loyalty, marketing strategy, product marketing, program management, consulting, or a related field.
- Proven ability to lead complex cross-functional projects and influence stakeholders across large organizations.
- Demonstrated experience developing and executing go-to-market strategies or customer engagement initiatives that drive measurable business outcomes.
- Strong strategic thinking, analytical, and problem-solving skills, with the ability to translate customer insights into actionable recommendations.
- Exceptional attention to detail and organizational skills, with experience managing highly visible initiatives where accuracy and consistency are critical.
- Excellent written and verbal communication skills, combined with a growth mindset and demonstrated ability to learn quickly in dynamic environments.
Preferred Qualifications
- Experience managing digital customer experiences, online journeys, or customer-facing platforms.
- Familiarity with customer lifecycle marketing, personalization strategies, and trigger-based communications.
- Experience leading and developing direct reports.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.