Neha Singh 
Vice President, Enterprise Business Intelligence Engineering

Khushboo Kumar 
Service Delivery Lead

Rohit Bairagi 
Lead Credit Specialist

Roles and Responsibilities  To successfully manage & grow the relationship with a portfolio of High Value Centurion customers by handling all Travel, Card & Lifestyle aspects of the Centurion service.   - To pro-actively maintain regular contact with customers and to use detailed knowledge of customer's lifestyle choices to offer relevant Centurion value added propositions.   - To provide outstanding relationship management to the satisfaction of all customers & to a higher level than that of our competitors.   - To complete travel & lifestyle reservations accurately and effectively, either at point of contact, or within MTS location, within agreed timeframes.   - Significantly contribute to revenue optimization by proactively building customer engagement through outstanding service in order to construct loyalty brand.   Principal Accountabilities: Analyze : understand Centurion CMs in portfolio & T&LS Products to define sales tactics:   - Increase SOTW in travel with each CM in their portfolio.   - Provide outstanding service through a proactive approach to the most premium CMs, with deep knowledge of customer needs and profile.   - Understand the profile, preferences, history and revenue potential (travel & card) of each Centurion CM in the portfolio.   - Achieve /exceed customer satisfaction targets measured through VOCM.   - Ensures that customer profiles are accurate & maintained in support of the proactive servicing philosophy.   - Maintains awareness of customer trends & travel industry.   - Understand MTS Travel / TBM / ICSS existing and new product offerings: value proposition, target customer, and revenue potential (sales / yield).   - Makes recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency.  Develop Relationship: establish personal relationship with Centurion CMs to:   - Develops & manages a close relationship with a portfolio of High Value Centurion customers by fulfilling requests for all aspects (card, travel & lifestyle) of the centurion service accurately & efficiently, aiming to complete transactions at the point of contact where appropriate.   - Execute sales tactics defined by proactively and relevantly contacting the CMs (outbound sales) and/or direct the Dedicated Travel Advisor (DTA) to promote specific products (inbound sales)   - Actively promotes the importance & value of our preferred supplier programmes & works to enhance customer awareness of the Centurion value & benefit proposition.   - Create and consistent communication with key relationships (Customers, Service suppliers, Dedicated Travel Advisors, Team Leaders, Administrators, Peers).   - Receive and acknowledge feedback (complaints & compliments) and act on it by engaging Amex internal stakeholders (e.g. Customer Experience) to resolve any issues on a timely manner.   Engage Internal Stakeholders : liaise and follow-up with AXP stakeholders to get CMs issues / requests solved:   - Share opportunity areas with internal stakeholders: CE, TBM, MTS head, ICSS to develop appropriately services, and products and benefits.   - Appropriately leverages internal expertise for complex or bespoke enquiries with the card, lifestyle & travel teams whilst overseeing this activity to ensure completion to the satisfaction of the customer.   - Operates within all organizational compliance principles including those specific to off-site relationship management.   - Proactively undertakes self development & training to enhance skills which ensure achievement of both personal & business goals.   - Creates a robust, solid synergy with the DTAs that support the portfolio by jointly defining customer growth strategies and ensuring proper actions to deliver outstanding, proactive service through a collaborative approach Breadth of Responsibility:   - Improve satisfaction of the portfolio CM to achieve T1B satisfaction level.   - Increase SOTW through stronger higher MTS usage and as a consequence increase total billings.   - Increase overall card spend / reduce CM attrition.   - Ensuring seamless customer service is delivered to our highest value card members across travel, lifestyle and card servicing.   - Proactively offering relevant products and services based on a clear understanding of customer preferences.   - Increase travel sales volume and consequent revenues generated by the portfolio centurion CMs.   Critical Challenges/ Unique Knowledge & Skills:   - Create strong personal relationships that allow the role to anticipate needs and deliver true proactive service.   - Strategically develop the assigned portfolio to increase satisfaction, engagement and total billings through top notch service and proactive actions   - Maintain a High Value premium customer portfolio and action requests in a timely manner, when engaged in F2F work and not at MTS location.   - Provide a friendly, efficient consultative service that engages customer with the service & optimizes revenue opportunities by proactively anticipating customer requirements & building brand loyalty.   - Effectively prioritizing workloads whilst maintaining a professional attitude to customers; approaching complex situations with flexibility & researching and resolving complex enquiries without recourse to higher authority.   - Increase SOTW CM or exceed the goal established.   - Ensuring manager and colleagues are kept informed of daily movements and activities.   - Maintaining the highest level of integrity & professionalism whilst complying to compliance constraints in F2F situation in different locations.   This role may be subject to additional background verification checks.  Qualifications: - Graduate/Post Graduate with 5-7 years of Premium Travel Experience.  KNOWLEDGE   - Ability to articulate knowledge about products, services and value proposition to customers especially high-end & luxury.   - Ability to use travel reservation software applications. - F2F situation management as well as office based.   - Ability to communicate effectively using a variety of mediums (F2F, telephone, fax, e-mail, SMS).   - Excellent Experience in a Travel Consultant role including expertise in travel geography and destinations around the world (desired).  - Prior sales experience strongly encouraged.   - Fares and Ticketing knowledge - including RTW and complex fares.   - Confident of compliance regulations in an off site environment. SKILLS   - Excellent oral and written communication skills.   - Outstanding listening skills and capacity to articulate effective actions based on customer identified needs and profile.   - Ability to build a highly engaged relationship with a High Value Premium customer portfolio in a professional manner.   - Personal sales and Relationship Management background through strong personal presence   - Ability to work on own initiative or as part of a team & to demonstrate positive leadership when influencing colleagues to support changing customer requirements.  - Must be presentable & professional as well as being able to work effectively unsupervised.   - Demonstrates resilience & maintains composure even under pressure & in the face of frequently changing or competing demands, in both F2F and non-F2F environments.   - Ability to drive customer loyalty by proactively maximizing on opportunities to develop customer's emotional & rational brand affinity.   - Ability to effectively apply influence & persuasion to drive a positive customer experience.   - Demonstrates emotional intelligence in dealing with high value customer enquiries & in probing customer to determine key requirements & to articulate product relevance   - Strong research/information gathering skills with the ability to think creatively & problem solve under pressure.   - Superior attention to detail & accuracy.   - Time & workload management skills including prioritizing and responding promptly to customer calls and requests when away from the office or in MTS location.   - Demonstrates creative problem solving and decision making to both customer & organizational advantage.  Salary offered: 8 - 11 LPA  Contact No-8892606066  Neelam Rohila  #NOLI

Bangalore

American Express - Centurion Relationship Manager  

American Express - Centurion Relationship Manager   ,Job Description for American Express - Centurion Relationship Manager   in American Express in  Bangalore for (4-7) years of experience. Apply Now!

Job Description for American Express - Centurion Relationship Manager   in American Express in  Bangalore for (4-7) years of experience. Apply Now!