Director - Merchant Experience

hace 3 meses

Capital Federal Buenos Aires, Argentina Amex A tiempo completo

**You Lead the Way. We’ve Got Your Back.**

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The Merchant Experience team’s mission is to be sought-after partners globally by delivering actionable, business critical insights and capabilities that help drive merchant advocacy and satisfaction.

The Director, Merchant Experience, will lead a team responsible for the International Merchant Net Promoter Score (NPS) program. They ensure seamless roll out of the study and offer consultative advice on ways to modify the program to best serve the business. From survey data, the team extracts key information and performs powerful analytics to identify drivers of satisfaction and make connections with other key Global Merchant Services (GMS) business metrics.

**How will you make an impact in this role?**

This highly visible role will provide thought leadership, identify merchant needs and pain points, and shape the merchant experience strategy across 17 International markets.
- Lead a team of tenured managers across the globe
- Manage key stakeholders and successfully influence partners to help drive merchant satisfaction
- Ensure seamless roll out of a global NPS program across 17 markets
- Delivering highly tailored, customized insights, by market, to inform local strategy
- Challenging and supporting markets in creating their merchant satisfaction plans to ensure focus and actionability
- Gaining senior leader sponsorship and buy-in
- Sourcing and sharing best practices across markets

**Minimum Qualifications**
- Passion for customer experience and the desire to work in a multicultural environment.
- Strong analytics skills: successfully used data to influence decision making at the senior level.
- Strong people leader with the proven ability to inspire and lead by example.
- Ability to develop relationships and manage multiple stakeholders.
- Proven experience of building successful partnerships with diversified teams to drive projects forward.
- Outstanding oral and written communication skills: the ability to tell a compelling story using numbers and facts.

**Preferred Qualifications**
- Business-minded: passionate and curious about Global Merchant Services (GMS) business model
- Results driven: proven track record of strong results delivered from business initiatives.

Offer of employment with American Express is conditioned upon the successful completion of a background

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

- 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 work arrangements and schedules with hybrid and virtual options with Amex Flex
- 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

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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