01/02 American Express Recruitment Team
Recruitment Team at American Express

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American Express - Relationship Manager - High Value Centurion Customers (3-7 yrs)

Mumbai Job Code: 660092

Job Description:


- 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 (call center) Relationship Management service for High Value Centurion customers. The team will provide Travel, Lifestyle and Card benefits and services to customers.


- To demonstrate excellent people leadership and customer relationship skills & experience as well as having the ability to drive exceptional and seamless service to ICSS's high value CMs.


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


- Significantly increase CM engagement and SOWT (measured through usage and Travel share of wallet data).


- Develop and implement service processes that enhance customer satisfaction.


- Drive profitable travel sales and revenues, which guarantee a positive MC return to American Express, ensuring that financial targets and controls are met.


- Ensure that the service team is resourced, trained, equipped and continuously motivated to consistently deliver the highest levels of personal service to the CMs, meeting and exceeding expectations.


Qualifications : 


- 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.


- Must have a good understanding specifically of call center operations together with the technologies and processes which drive successful telephone service operations.


SKILLS:


- Must have a mix of general management skills; People leadership, customer experience, financial management, which enable him/her to deliver an RM servicing strategy for Centurion CMs.


- Must be able to communicate effectively and clearly at all levels to ensure that strategic direction and objectives for Centurion service are

understood and future needs are supported.


- He/she must also be capable of building, leading and motivating his/her teams effectively.


- Needs technical and analytical skills to identify, analyze and increase understanding of customer needs, the Cards and MTS business

dynamics, and the environment within which the business operates.


- Must be decisive in making timely and appropriate judgments and decisions based on best available information.


Job type- Permanent

Industry Type - Customer Care

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