12/12 American Express Recruitment Team
Recruitment Team at American Express

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American Express - Client Manager - Merchant Relationships (4-6 yrs)

Mumbai Job Code: 643559

Job Description :


The primary focus of this role is ensuring profitable relationships with key merchant partners. This role will redefine relationships to be more condition-based through understanding the needs of key merchants in a rapidly evolving payments industry environment. Reinforcing core American Express value and strategy against these needs, along with emerging market-place technologies, will be critical. The incumbent will :


- Own the relationship with key merchants in an effort to drive charge volume, grow transactions and increase merchant satisfaction

- Enhance premium value delivery to the accounts to minimize D.R. erosion and enable - value recapture.


- Drive network enhancement initiatives


- Manage a portfolio of key/potential accounts in market, providing proactive servicing to the most important partners and reactively manage the remainder


- Influence leadership and other levels in the partner organization


- Support in Fraud Prevention / Education


- Work with Central Marketing Organization to support select industry initiatives


- Outperform competition and expand our capabilities


- Own at least 1 industry for analyzing trends, competitor activities and best practices from the basket of managed industry partners (i.e. T&E, E-commerce, Retail, Entertainment etc.)


- Work closely with accounts and the American Express back office teams to ensure that all technical and financial issues are resolved quickly and efficiently.


- Develop and implement targeted marketing campaigns that will both deliver additional cardmember benefits and drive spend with accounts.


Critical Success Factors :

- Portfolio planning and ongoing management of accounts against plan


- Development and implementation of Industry and account-specific strategies


- Develop in-depth understanding of the customer, identify operational issues and champion solutions that positively impact merchant partner satisfaction


- Identify key trends, needs, developments & competitive activities in client industries


- Coordinate support resources including Marketing and Operations liaisons


- Renegotiation of contracts within the portfolio


- Manage an effective pipeline of opportunities, including network enhancement


- Differentiate American Express value and build relationships for success


- Provide support to key AXP activities, E.g. showcase/platform events


Qualifications :

- Minimum 4-6 years of experience post MBA with 3 years in a customer facing role.


- Preferred industries include airlines, travel aggregators, payment processors, financial services etc.


- AXP Issuer and Acquirer product knowledge. Prior merchant-facing experience will be a plus.


- Strong influencing, collaboration and relationship-building skills.


- Effective conflict resolution and negotiation skills


- Superior servicing efficiency and customer sensitivity


- Proven experience of Consultative Selling Process


- Knowledge of internet/online and emerging payments will be an advantage


- Post-graduation will be an advantage


Job type- Permanent

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