At American Express, our Card Members are at the centre of everything we do.
As Customer Marketing Lead, you will play a key role in shaping how we engage Card Members across the New Zealand portfolio. Working across the customer lifecycle, you will use data, insights, creativity, and experimentation to design and deliver marketing initiatives that deepen engagement, strengthen loyalty, and reduce attrition.
This role offers the opportunity to influence customer outcomes at scale, partnering with local, regional, and global stakeholders to bring the power of the American Express brand to life in ways that are relevant and meaningful for New Zealand Card Members.
You will thrive in this role if you enjoy combining strategic thinking with hands-on execution, using customer insights to solve business challenges and deliver measurable commercial results.
Responsibilities
Customer Growth & Engagement
- Develop and execute customer engagement strategies that drive Card Member spend, transaction frequency, loyalty, and retention.
- Identify opportunities across the customer lifecycle to increase engagement and reduce inactivity and attrition.
- Manage the American Express Dining Collection in New Zealand, including programme management, dining events, and partner administration.
- Deliver premium Card Member experiences and promote relevant Card benefits, offers, and merchant acceptance to strengthen the customer value proposition and encourage Card usage.
Campaign Strategy & Execution
- Own the end-to-end delivery of customer marketing campaigns across CRM, digital, owned, and partner channels.
- Manage campaigns from insight and briefing through execution, optimisation, and post-campaign analysis.
- Partner with creative agencies and internal stakeholders to develop impactful, customer-centric communications.
- Optimise channel strategy and personalisation to improve marketing response and campaign effectiveness.
- Ensure marketing activity is delivered to a high standard, on time, and in accordance with legal, compliance, and brand requirements.
Data, Personalisation & Insights
- Use customer and transaction data to identify growth opportunities, inform segmentation, and improve marketing performance.
- Develop relevant, personalized customer experiences through targeted communications.
- Analyse customer behaviour, engagement trends, and campaign performance to generate actionable insights.
- Champion a test-and-learn approach, using experimentation and optimisation to improve customer and commercial outcomes.
Product & Customer Communications
- Partner with Product teams to support product launches, enhancements, and value proposition communications.
- Develop and maintain customer-facing content across digital and servicing channels.
- Deliver servicing and regulatory communications that meet business requirements while maintaining a positive customer experience.
Stakeholder Collaboration
- Collaborate with local, regional, and global teams to deliver customer marketing priorities.
- Build strong partnerships across Product, Analytics, Legal, Compliance, Servicing, and external agencies.
- Bring customer and marketing expertise to broader business initiatives and strategic priorities.
What Success Looks Like
Success in this role will be demonstrated through:
- Growth in Card Member spend and transaction frequency.
- Increased engagement and retention across priority customer segments.
- Reduced inactivity and attrition.
- Strong campaign performance and achievement of commercial targets.
- Increased activation and utilisation of Card benefits and offers.
- High-quality customer experiences that strengthen loyalty and advocacy.
Qualifications
Required Experience
- Experience in customer marketing, CRM, lifecycle marketing, loyalty, or a related discipline.
- Proven ability to deliver end-to-end marketing campaigns from strategy through execution and optimisation.
- Strong commercial acumen and an understanding of how marketing drives customer and business outcomes.
- Experience using customer insights and data to inform decisions and improve performance.
- Strong project management skills, with the ability to manage multiple priorities and stakeholders.
Preferred Experience
- Experience in financial services, loyalty, travel, subscription, or membership-based businesses.
- Knowledge of CRM platforms, marketing automation, customer segmentation, or experimentation frameworks.
- Understanding of rewards programmes, customer incentives, offers, or engagement strategies.
Who You Are
- Customer-focused and passionate about creating meaningful experiences.
- Curious and analytical, with a strong orientation toward data and insights.
- Comfortable moving between strategic thinking and hands-on execution.
- Proactive, accountable, and results-oriented.
- Collaborative, with the ability to influence across diverse stakeholder groups.
About Us
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.
