- To deliver the Centurion product strategy to retain high value CMs and significantly increase Centurion card spend and Travel & Concierge service engagement.
- To develop a face to face Relationship Management service for High Value Centurion customers. The team will provide Travel, Lifestyle and Card benefits and services to customers.
Purpose of the Role:
- To demonstrate excellent customer relationship skills & experience as we'll as having the ability to drive exceptional and seamless service to high value CMs.
- To be a key member of the TLS team and will collaborate across the teams as we'll as number of business partners to deliver our business priorities.
Responsibilities:
- This role provides a personalized relationship service to our high value Centurion CMs through various servicing team.
- To also lead a number of support and associated customer facing travel expert teams, who work closely with their allocated DTA s.
- Principal Accountabilities ANALYZE: understand Centurion CMs in portfolio & Centurion value proposition to define proactive service and sales tactics:
- Achieve /exceed customer satisfaction targets and consistently achieve service level agreements.
- Significantly increase CM engagement and SOTW (measured through usage and Travel share of wallet data).
- Develop and implement service processes that enhance customer satisfaction.
- Drive profitable travel sales and revenues.
- Relationship Managers to deliver excellent customer experience
- Pro-actively maintain regular contact with customers and to use detailed knowledge of customer s lifestyle choices to offer relevant value-added propositions
- This role may be subject to additional background verification checks.
Business Outcomes:
- L iaise and follow-up with AXP stakeholders to get CMs issues / requests solved
- Manages and has day to day accountability for the department.
- Ensure adherence to controls and compliance policies.
- Partner with internal American Express and third-party operations and suppliers to create memorable experiences and flawless service execution to create Centurion CMs advocates. Lead and support key business activities and projects as requested.
Leadership Outcome:
- Leading, developing and motivating a team of experts with Travel, Lifestyle and Card knowledge to meet and exceed CM expectations across a range of services.
- Ensure that the unit delivers consistent proactive service thru superior customer knowledge and flawless follow up.
- Achieve strong results and inspire the team to deliver world class customer service, increase share of travel wallet and employee productivity
- Ensure an effective relationship with CMs. Critical Challenges
- Deliver and continuously enhance American Express relationship with its most valuable CM segment who have the highest expectations of American Express s capability to deliver: - Superb CM service and Relationship Management - Exceptional Best Value on Travel, Concierge & Card Account Service delivery.
Past Experience:
- Ideally with a strong Travel, Luxury sector and/or Relationship Management background and a fundamental knowledge of Card service dynamics, in order to participate in the development of relevant and profitable products and services.
Academic Background:
- Graduate with at least 5 years of travel experience.
Functional Skills/Capabilities:
- Knowledge of high-end, luxury travel & lifestyle products, services & value propositions
- People Management
- Time Management
- Workload Management
Technical Skills/Capabilities
Lifestyle
- Knowledge of destinations, geographies
- Ability to network within hospitality industry Travel:
- Knowledge of fares & ticketing including RTW & complex fares Preferred:
- Supplier product knowledge Travel
Knowledge of Platforms
- MS office suits (Excel, Word, PowerPoint, Access)
- GDS Platforms: Amadeus, Sabre
Benefits include:
- Competitive base salaries
- Bonus incentives
- Support for financial-we'll-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 we'llness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
