Director of Global Merchant Insights
hace 3 días
**Overview**
American Express is a global leader in delivering exceptional customer experiences. We're committed to empowering businesses and individuals to progress in incredible ways.
The Director, Merchant Experience, will play a critical role in leading our International Merchant Net Promoter Score (NPS) program. This role requires a strong analytical mindset, excellent leadership skills, and the ability to develop relationships with key stakeholders.
The ideal candidate will have a proven track record of using data to inform decision-making and driving business results. They'll be responsible for managing a team of experienced managers across 17 international markets, ensuring seamless roll-out of the global NPS program, and providing tailored insights to inform local strategy.
The Director, Merchant Experience, will also be responsible for:
- Leading a team of seasoned managers across 17 international markets
- Ensuring seamless roll-out of the global NPS program
- Delivering high-quality analytics to identify drivers of satisfaction and make connections with other key business metrics
- Sourcing and sharing best practices across markets
**Key Responsibilities**
- Developing and implementing strategies to drive merchant satisfaction and advocacy
- Managing a team of experienced managers across 17 international markets
- Ensuring seamless roll-out of the global NPS program
- Providing tailored insights to inform local strategy
Requirements**
We're looking for a highly skilled professional with:
- A passion for customer experience and a desire to work in a multicultural environment
- Strong analytics skills, with a proven ability to use data to influence decision-making at the senior level
- Experience of leading teams and developing relationships with key stakeholders
- Excellent communication skills, with the ability to tell compelling stories using numbers and facts
**Benefits**
We offer a comprehensive range of benefits to support our colleagues' well-being, including:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible work arrangements and schedules
- Generous paid parental leave policies
- Free access to on-site wellness centers and confidential counseling support
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