Marketing Executive, Customer Engagement

At American Express, our Card Members are at the centre of everything we do.

As Marketing Executive, Customer Engagement, 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.

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.

We 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
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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

Required Experience

• Experience in customer marketing, CRM, lifecycle marketing, loyalty, or related disciplines.
• Proven ability to deliver end-to-end marketing campaigns from strategy through execution and optimization.
• Strong commercial acumen and understanding of how marketing contributes to revenue growth, engagement, and retention.
• 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 within financial services, loyalty, travel, subscription, or membership-based businesses.
• Knowledge of CRM platforms, marketing automation tools, customer segmentation, or experimentation frameworks.
• Understanding of rewards programs, customer incentives, offers, or engagement strategies.

WHO YOU ARE

• Customer-focused and passionate about creating meaningful experiences.
• Curious, analytical, and driven by data and insights.
• Comfortable balancing strategic thinking with hands-on execution.
• Proactive, accountable, and results oriented.
• Collaborative and able to influence across diverse stakeholder groups.

Customer Growth & Engagement

• Support the development and execution of customer engagement strategies that drive Card Member spend, transaction frequency, and long-term loyalty.
• Identify opportunities across the customer lifecycle to increase engagement, reduce inactivity, and minimize attrition.
• Manage the American Express Dining Collection (NZ) - programme and process management, dining events, partner administration.
• Deliver premium Card Member experiences that strengthen brand affinity and deepen customer relationships.
• Promote Card benefits, merchant acceptance, and value propositions that encourage greater Card usage and customer retention.

Campaign Strategy & Execution

• Own the end-to-end delivery of customer marketing campaigns across CRM, digital, and partner channels.
• Manage campaigns from insight and briefing through execution, optimization, and post-campaign analysis.
• Partner with creative agencies and internal stakeholders to develop impactful, customer-centric communications.
• Optimize channel strategies to maximize reach, engagement, and campaign effectiveness. More specifically, optimize personalization and Amex owned channels to maximize marketing response.
• Ensure all marketing activity is delivered to a high standard, on time, and in accordance with legal, compliance, and brand requirements.

Data, Personalisation & Insights

• Leverage customer and transaction data to identify growth opportunities, inform segmentation strategies, and improve campaign performance.
• Create highly relevant customer experiences through personalization and targeted communications.
• Analyze campaign performance, customer behavior, and engagement trends to generate actionable insights.
• Champion a test-and-learn mindset, continuously experimenting and optimizing to improve customer and

commercial outcomes.

Product Support & Customer Communications

• Partner with Product teams to support launches, enhancements, and value proposition communications.
• Develop and maintain customer-facing content across digital platforms and servicing channels.
• Deliver servicing and regulatory communications that support business priorities while maintaining a positive customer experience.

Stakeholder Collaboration

• Collaborate with local, regional, and global teams to deliver best-in-class customer marketing initiatives.
• Build strong partnerships with Product, Analytics, Legal, Compliance, Servicing, and external agency partners.
• Contribute customer and marketing expertise to broader business initiatives and strategic priorities.

WHAT SUCCESS LOOKS LIKE

Success in this role will be measured through:

• Growth in Card Member spend and transaction frequency.
• Increased engagement across priority customer segments.
• Reduced inactivity and attrition
• Strong campaign ROI and achievement of commercial targets.
• Increased activation and utilisation of Card benefits and offers.
• Delivery of high-quality campaigns and customer experiences that strengthen loyalty and advocacy.