Job Description

Accelerating 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

• 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

• 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.

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.