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 this 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.
How will you make an impact in this role
The Merchant Engagement Manager plays a critical role in strengthening American Express relationships with key merchants that are imperative to our POC, activation and network vibrancy, to receive top-notch services and elevating overall merchant experience.
The position supports account growth, improves merchant satisfaction, streamlines crossfunctional collaboration, and contributes to a cohesive engagement strategy across Top Accounts, CCLM, and CMT portfolios.
This role requires strong analytical capability, sharp marketing sense, and proven people leadership.
Key Responsibilities:
Key Account Engagement & Relationship Management
Engage key strategic merchants to drive activation, POC, and commercial partnership development.
Coordinate with Top Account Manager to enhance the merchant experience holistically.
Strategic Thinking Based on Analytical & Marketing Insights
Apply strong analytical capability to evaluate merchant performance, industry trends, analyze portfolio data (billing, activation, category performance), identify growth opportunities and develop engagement plans.
Deepen merchant relationships by providing marketing collaboration opportunities based on understanding of merchant priorities to achieve win-win.
Work with card issuers to translate cardmember insights into compelling merchant facing value propositions through marketing activities.
Process Optimization:
Identify opportunities to streamline merchant engagement processes, reduce redundancies, and improve account handoffs across teams.
Support integration of ME activities with Top Account operations, ensuring a unified merchant experience.
Enhance engagement frameworks, templates, and communication standards across portfolios.
Issue Resolution & Governance Support
Diagnose root causes, coordinate with internal stakeholders, and communicate resolutions clearly and quickly.
Support governance, audit, and compliance activities by ensuring correctness of merchant data, documentation, and operational processes.
People Leadership & Team Development
Allocate workload effectively to support both key accounts and broader ME portfolio needs.
Qualifications:
Education & Experience
Bachelor degree preferred.
A minimum 15 years experience in portfolio management and merchant services.
Outstanding analytical capability with knowledge of Excel, Word, PowerPoint and CRM applications, preferably, Salesforce.
Strong project and time management skills with the ability to work under pressure to meet deadlines.
Knowledge or experience in Payment industry will be an advantage.
Self-motivated team player with abilities in influencing/negotiating with customers/merchants/internal stakeholders.
Fluent in Mandarin and English, both written and spoken.
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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
