Job DescriptionAccelerating growth in our Cobrand portfolios is central to our company's strategy to meet our customers' evolving buying and payment needs while diversifying revenue streams and driving top line growth. The Marriott Cobrand team leads the strategic product management for the U.S. Consumer Marriott Card portfolio as well as the end-to-end product management, brand evolution, business strategy and relationship with our counterparts at Marriott. This high-impact team is passionate about value proposition, servicing strategy and overall P&L management to both retain and engage existing Card Members while also driving acquisition to build the unique and valuable hospitality Cobrand.
The Role:The Director will oversee the overall customer experience strategy for the three Marriott cobrand products including the operations, servicing, product marketing, user experience and public relations/events strategy for the portfolio. In addition to managing the end-to-end customer experience, this Director will lead cross-functional strategic initiatives on behalf of the portfolio and support the implementation of partner and proprietary tech/capabilities roadmaps. This individual will lead a team of 3 colleagues and will report to the Marriott Consumer Cobrand GM. This is a highly visible role within the organization that requires exceptional partner management skills, program management, a customer-centric mindset, and creative problem solving. This individual will also be responsible for managing the day-to-day partner relationships, contributing to the strategic perspectives and recommendations for longer term strategy and identifying optimization opportunities to effectively manage the portfolio
Responsibilities- Oversee end-to-end customer experience strategy on our consumer co-brand products, inclusive of all customer touchpoints (digital, servicing, marketing, PR) to drive best-in-class products and experiences
- Manage the end-to-end relationship with internal stakeholders (e.g. Marketing, Servicing, Tech/NPD, GABM, PR) and external partners and collaborate to deliver on portfolio goals.
- Develop strategic perspectives and recommendations for longer term product opportunities to meet customer needs
- Lead risk management strategy, including operational excellence, benefit fulfillment and complaints governance
- Lead execution of innovation & growth efforts (e.g., value proposition enhancements, partnership integrations)
- Lead public relations and events strategy for the portfolio, including influencer marketing, experiential and press
- Manage 3 direct reports
Qualifications- Strong customer mindset and understanding of customer behavior
- Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment
- Demonstrated ability to think strategically, assess critical business needs, take individual initiative and identify actionable solutions
- Influential and compelling leadership skills across cross-functional teams/projects and competing stakeholder priorities
- Previous experience leading teams (directly or indirectly) and driving strong employee engagement, with a proven track-record of developing talent
- Strong collaborator and team player with excellent communication and problem solving skills
- Strong financial acumen
- Demonstrated experience in partnerships, marketing and / or customer service
- Prior experience with Product Management a plus
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 the TeamWe 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.
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.
