The Sr. Analyst, Customer Growth Marketing - Retention will support the strategy and marketing execution of retention treatments for our U.S. Customer base, with primary responsibility for managing retention for the Delta portfolio. This role will develop, execute, and maintain marketing campaigns designed to retain Card Members and increase Card Member engagement, while serving as a key point of contact for Delta retention strategy, offer execution, and performance.
This role provides significant channel and portfolio management responsibilities, along with a unique opportunity to drive strong business results and thought leadership. An ideal candidate will be interested in a balance of customer marketing, core operational functions, analytics, and partner relationship management, with excitement to join a team that drives significant revenue.
Serve as the primary Retention Marketing contact for the Delta portfolio, partnering with Delta Product and Marketing teams to align on priorities, initiatives, and retention objectives
Own end-to-end execution of Delta retention marketing campaigns, ensuring initiatives are launched accurately, efficiently, and on schedule
Manage Delta retention performance monitoring, reporting, forecasting, and monthly commentary, identifying key performance drivers and opportunities to optimize results
Identify insights from retention conversations to uncover trends and opportunities, inform retention strategies, and share learnings with key partners
Support Customer Care Professional (CCP) effectiveness through communications, job aids, and resources that keep CCPs informed and equipped for retention conversations
Partner with Servicing teams to maintain ongoing alignment on channel performance, upcoming initiatives, opportunities, and issues
Partner with Tech teams to support the implementation of technology initiatives that enhance channel systems
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Collaborate cross-functionally with Marketing, Compliance, Legal, Control Management, Marketing Enablement, Servicing, and Product teams to support the development and execution of retention initiatives
Minimum Qualifications
Bachelor’s Degree
1–2 years of relevant experience in a marketing, analytics, or communications-based role
Preferred Qualifications
Self-motivated and proactive, with a track record of taking initiative, following through, and identifying new approaches
Positive, solutions-oriented mindset with a passion for solving problems and simplifying complex issues
Ability to build strong relationships and influence cross-functional partners
Strong organizational skills with the ability to manage multiple priorities and adapt effectively to changing conditions
Strong verbal and written communication skills, with the confidence to engage with a broad range of partners and levels of management
Strong analytical skills, with the ability to translate data and insights into a clear and compelling story
Curiosity about AI and emerging technologies, with an interest in identifying practical ways to incorporate new tools into day-to-day work
- High emotional intelligence, enthusiasm, and a collaborative sense of humor
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
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