Assistant Manager Ics Digital Engagement

2 weeks ago

Sydney, New South Wales, Australia Amex Full time

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.


Our
International Card Services team (ICS) brings together our International Consumer and Small & Medium Size Enterprises (SME) issuing activities, as well as our Commercial Large Market sales and account development teams outside of the United States under a single organisation to accelerate our growth.

This role sits with the Customer Growth Marketing team. The team is responsible for on-going engagement with our both our Consumer and SBS customers. Our team culture embraces teamwork, accountability, flexibility and a will to win attitude.


This position will support the Marketing Manager and together will work to drive effective engagement with our customers with a specific focus on Amex digital products such as MYCA and Mobile Wallet as well as digital capabilities and fraud prevention.

The role requires someone passionate about the customer and their digital needs, ensuring we meet these needs with the simplest UX possible.

Where relevant, this role support New Zealand as well as Australia.


The successful applicant will have experience in digital marketing and will have an understanding in working on websites and technical platforms.

Experience in SEO optimisation is highly regarded.


The successful applicant will therefore have strong technical capabilities and experience, however must also have good communication skills, strong interpersonal skills and be able to interact across different teams and interest groups to achieve project goals.


The over-riding focus is on driving digital usage with our customers and promoting capabilities to drive engagement and growth within our customer base, therefore experience in managing multiple campaigns and thinking innovatively is essential.

This role has one direct report in India who looks after website updates across Customer.

Key aspects of the role include:

  • Responsible for driving usage of core digital tools (Online Services Account (MYCA), Amex App and Mobile Wallets), by establishing and coordinating a calendar of activity across ICS.
  • Digital marketing campaign execution including campaign setup, tracking and analysis of campaign activity, and development of insights to improve future activity
  • Reporting on all monthly digital performance and key engagement diagnostic metrics including Marketing Opt in, Mobile Wallet usage, App Active and MYCA Active.
  • Understanding operational and marketing capabilities to ensure compliance with American Express standards.
  • SEO optimisation in partnership with our SEO agency for the Business Class platform.
  • Adhoc promotion of digital capabilities and digital payment products
  • People Management for 1 x technical support contractor based in India.

The role requires three distinct capabilities
-
Technical / digital skills and experience. Specifically, experience in website optimisation and SEO optimisation
-
Project management. Ability to concurrently manage multiple projects to completion following clear timelines and project steps. Project management skills are essential, requiring a well organised, highly efficient and effective applicant
-
Stakeholder management. There are multiple projects and multiple stakeholders involved in each project. This requires the ability to liaise with and coordinate actions involving stakeholders, obtaining key approvals and progressing projects with all stakeholder interests and objectives catered to.

Additionally the role requires the following:

  • 5+ years' digital marketing experience
  • Experience and strength in creating and executing digital campaigns to drive results
  • DMI (PZN) and CMS knowledge
  • Strong focus on analytical and datadriven campaign reporting with advanced skills using Microsoft Excel, Tableau (nVision), dotAmex and website analytics (ideally Adobe Analytics)
  • Customer advocate with strong influencing skills ability to take ownership and achieve results in areas outside direct control
  • A selfstarter with lots of initiative a

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