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.

Responsibilities:

- 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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