Manager, Shop Capabilities & Experiences

International Card Services (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. ICS issues Cards in 27 countries, and is responsible for two Joint Ventures covering around a dozen countries. The leaders in these countries are empowered to make decisions at a local level, in partnership with other local business leaders. Local teams are supported by two cross-market teams – the Centre of Excellence, and Risk & Control Management.

The Acquisition & Customer Marketing (ACM) team within the International Card Services Centre of Excellence (CoE) drives market success across a portfolio of 23 international markets. The way we acquire, onboard, and grow engagement with our prospects and cardmembers across ICS is more important than ever to continue enabling the strong trajectory of ICS and growth contribution to American Express. This role is an exciting opportunity within the ACM organization to help shape the company’s future by attracting and acquiring new card members. ACM creates and collectively delivers next-horizon growth strategies powered by investments, capabilities, and marketing solutions that are customer-centric, innovative, and scalable.

The Manager, Shop Capabilities & Experiences role is responsible for defining the strategy of the mid-funnel customer experience (Card Shop). The remit is focused on defining the roadmap for card shop experiences while coordinating execution priorities and strategic initiatives across Consumer and Small Business Services (SBS). The role will also help identify opportunities for synergies and scalable solutions across markets and Lines of Business (LOBs), working in close partnership with key stakeholders including market Acquisition teams, digital product, technology, analytics and cross-functional business partners.

Reporting to the Director, Shopping Strategy and Experiences, this role will suit someone who thrives in a diverse, fast-paced, and highly collaborative environment, with strong capabilities in strategic planning, stakeholder management, and operational execution across complex initiatives.

You'll be responsible for driving the success of the card shop experience for customers and prospects while supporting strategic planning, operational coordination, and execution across multiple stakeholders by:

• Partnering with development and digital product organizations to identify and implement efficient and customer-centric Card Shop experiences that facilitate customer decision-making processes
• Supporting business planning and coordination of strategic initiatives related to mid-funnel experiences, including roadmap priorities, testing plans, and capability enhancements
• Optimizing shop/site content (copy, creative, placements, and personalization) while enabling offer and content testing plans to improve customer engagement and business performance
• Identifying and leveraging scalable opportunities to drive continued card acquisition, billings, and revenue growth
• Contributing insights and recommendations to support ICS portfolio objectives and improve inflow to the lower funnel
• Building strong relationships with local and central colleagues (including EDDS, country teams, and cross-functional partners) to collectively drive premium customer experiences across Card Shop
• Supporting communication and alignment across stakeholders through leadership updates, presentations, project tracking, and cross-functional working sessions
• Maintaining awareness of market trends, competitor activity, and technological advancements to inform future strategic planning and benchmark development
• Drive the annual planning processes and helping ensure delivery of strategic initiatives in partnership with key stakeholders across top ICS markets
• Helping coordinate key team priorities, leadership discussions, and engagement activities to support broader organizational objectives and collaboration across teams

Minimum Qualifications:

• Strong marketing experience, including digital capability and/or website development & optimization experience
• Experience or knowledge of SEO strategy and building site pages while optimizing search effectiveness and website design considerations
• Ability to drive experimentation and digital product delivery (including tracking & tagging processes and privacy governance considerations)
• Solid understanding of marketing strategy across acquisition channels and customer onboarding experiences
• Strong strategic thinking and problem-solving skills, with the ability to balance business priorities, customer needs, and operational execution
• Ability to independently leverage data to make decisions and analyze trends; experience using tools such as NVision or Adobe Analytics to understand customer behavior
• Strong communication skills, including presentation development and stakeholder management, with confidence engaging with senior leaders
• Proven ability to manage multiple projects and coordinate across teams in a complex and matrixed environment
• Strong relationship-building skills and the ability to work effectively across diverse teams, cultures, and functional areas
• High degree of organization, attention to detail, and ability to manage competing priorities

Preferred Qualifications:

• Preferred experience building site pages with OneCMS or similar hands-on digital content development tools for web
• Experience with Content Square, Adobe Analytics, or similar digital behavioral analytics tools
• Experience supporting strategic planning, cross-functional initiatives, or operational management activities
• Experience working/living in non-native countries or cultures; foreign language knowledge is encouraged

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

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.