Assistant Manager, Merchant Engagement

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.

Global Merchant Network Services provides a secure network for issuing partners and millions of merchants to facilitate Card payments. We offer comprehensive payment processing options to online, storefront and business-to-business merchants. American Express’s direct relationship with Card Members and merchants creates a unique “closed loop” network that enables us to provide valuable business insights, marketing information and expertise to help merchants drive revenue and build their businesses.

The Merchant Engagement Assistant Manager is responsible for managing the Small Merchant segment and driving merchant satisfaction by delivering best in class merchant experience through B2B engagement strategies and partnering internal stakeholders from the local and regional teams.

Duties and Responsibilities:

• Manage and grow the Business Volume for the Small Merchant portfolio.


• Implement merchant engagement campaigns to drive activation, incremental revenue and transactions growth in the Small Merchant portfolio. E.g. rolling out trigger-based treatments for the relevant segments.


• Engage an outbound tele-account management team to help achieve shareholder goals.


• Grow the Amex Cards Welcome brand by effectively managing the generic and customized Point of Sale placement process in the marketplace and working with all internal and external stakeholders to optimize ROI. Critical activity to support suppression, surcharge and cancellation threats.


• Implement strategies and campaigns to improve merchant satisfaction and deliver Net Promoter Score metrics.


• Optimize existing CRM capabilities like Cross Sell database and email capability to reinforce available products and services to support small merchant business.


• Support the roll out of employee program to actively engage colleagues and drive welcome acceptance.

Preferred Qualifications:

• University Graduate with 5+ years working experience, preferably in financial institution(s).


• Customer facing experience.


• Knowledge of American Express operations or other operational experience would be an advantage.


• Strong consultative selling skills incl. excellent relationship building, time management and presentation skills


• Channel management skillset and experience preferred.


• Strang analytical skills.


• Strong relationship management skills.


• Effective conflict resolution and negotiation skills.


• Ability to manage stakeholder across various level and work effectively in a matrix environment.


• Self-starter and takes ownership of work.


• Detailed and able to manage daily operations.


• Fluent written and spoken English and Chinese (Cantonese and Putonghua).

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 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.