Senior Manager, Email Strategy and Operations

Membership Portfolio Services, within our US Consumer Services Business, is responsible for developing and scaling several growing businesses that are strategically important to American Express. We are developing unique and differentiated ways to strengthen the Membership Model across Amex Offers, Advertising, Dining and Marketing Technology.
The Enterprise Comms & MarTech Experiences (ECMX) team is a global organization that sits within Membership Portfolio Services (MPS). It is American Express’ marketing services center of excellence with the charter of powering high quality, efficient, user-centric digital marketing experiences that accelerate business growth through optimized enterprise MarTech & MarOps solutions.
The Senior Manager, Email Strategy and Operations will report to the Director, US Email Solutions and oversee HTML production and Adobe Journey Optimizer (AJO) execution in support of US email marketing. This role combines operational leadership and strategic channel expertise to ensure high-quality campaign delivery, strengthen Marketing partnerships, and drive the evolution of the email operating model. The Senior Manager will also lead and develop a team of specialists, advancing operational excellence, innovation, and scalable execution capabilities.
Qualifications
7+ years managing email, CRM, or lifecycle marketing campaigns at enterprise scale, including team leadership experience.
Expertise with Adobe marketing technology (AJO, AEP, AEM, CJA) or similar campaign management tools. (Adobe certification is a plus)
Strong knowledge of email channel strategy, personalization, customer experience, and industry best practices.
Working knowledge of HTML email development, responsive design, creative production, and accessibility standards.
Proven ability to manage campaign delivery, QA, stakeholder expectations, capacity, and SLAs while improving operational efficiency.
Strong cross-functional leadership, strategic thinking, and communication skills, with experience driving process transformation and innovation.
Preferred Qualifications
Adobe certifications in Adobe Journey Optimizer (AJO), Adobe Experience Manager (AEM), Adobe Experience Platform (AEP), or related Adobe marketing technologies.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
Lead day-to-day email operations across HTML production and AJO journey execution, overseeing campaign delivery from intake through launch, including prioritization, QA frameworks, and launch readiness.
Serve as the front door for Marketing and a trusted email channel SME, translating business goals and briefs into build-ready requirements while providing strategic guidance on journey design, personalization, customer experience, and channel best practices.
Shape and operationalize the future-state email operating model, establishing scalable workflows, governance, and cross-functional engagement models to support the transition from batch campaigns to always-on customer journeys.
Partner with Marketing, Product, and Engineering to drive email capability enhancements, translate campaign insights into optimization opportunities, and advance automation and emerging MarTech and AI tools.
Lead, coach, and develop a team of AJO HTML and Journey Execution Specialists, building deep channel expertise, operational excellence, and scalable execution capabilities.

Skills
HTML/CSS, Digital Marketing, Email Marketing, CRM

Work arrangement
Hybrid