10/08 American Express HR Team
HR at American Express

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American Express - Relationship Manager - Sales - Travel & Lifestyle Domain (3-5 yrs)

Andhra Pradesh/Hyderabad Job Code: 86496

Job Description :

Functional Description :

- To deliver the Centurion product strategy to retain high value Card Member's 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 well as having the ability to drive exceptional and seamless service to high value Card Member's.

- To be a key member of the Travel & Lifestyle team and will collaborate across the teams as well as number of business partners to deliver our business priorities.


- This role provides a personalized relationship service to our high value Centurion Card Member's through various servicing team.

- To also lead a number of support and associated customer facing travel expert teams, who work closely with their allocated Dedicated Travel Assistants.

- Principal Accountabilities ANALYZE: understand Centurion Card Member's 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

- This role may be subject to additional background verification checks.

- Pro-actively maintain regular contact with customers and to use detailed knowledge of customer- s lifestyle choices to offer relevant value added propositions

Critical Factors to Success:

Business Outcomes :

- liaise and follow-up with AXP stakeholders to get Card Member's 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 Card Member's 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 Card Member . 

- Critical Challenges :

- Deliver and continuously enhance American Express- relationship with its most valuable Card Member 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.

Qualifications : 

Academic Background :

Graduate with atleast 5 years of travel experience.

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.

Functional Skills/Capabilities :

- Knowledge of high-end, luxury travel & lifestyle products, services & value propositions

- People Management

- Time Management

- Workload Management

- Technical Skills/Capabilities :

- Problem solving skills

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

- Elementary Global Distribution System (GDS) skills

Knowledge of Platforms:

- MS office suits (Excel, Word, Powerpoint, Access) 

Preferred : Travel

- GDS Platforms: Amadeus, Sabre

Behavioral Skills/Capabilities :

Enterprise Leadership Behaviors :

- Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
- Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration 

Essential :

- Do It The Right Way : Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage- - 

Schedule (Full-Time/Part-Time): Full-time

Job type- Permanent

Industry Type - Customer Care

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