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Centurion Membership Executive

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Job Description

American Express Travel & Lifestyle Services (TLS) provides our Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences.  It is our mission to become essential to our customers through the flawless delivery of our products and benefits.  To accomplish this, we must make Membership come to life every day through the delivery of travel, lifestyle and card servicing for our most premium Centurion Customers.  

Role Description 

As we continue to enhance our value propositions for our most premium customers, servicing plays an ever-increasing role.  The Membership Executive (ME) will play a key role in driving a culture of premium and elevated servicing throughout our organization.  

Membership Executives are business savvy and take an entrepreneurial approach to overseeing their Centurion Card Member portfolio.  They drive enterprise goals by overseeing the Card Members end-to-end experience with American Express. They will understand the luxury servicing space and maintain an awareness in the latest trends across dining, entertainment, travel, fashion, events, etc. to engage with their customers.  They will harness their intellectual curiosity and deep portfolio knowledge to create proactive engagement opportunities, thereby developing deep personal relationships with their Members. 

Membership Executives own the holistic relationship with their portfolio of Centurion Card Members and oversee all interactions their customers have with American Express.  Backed with a team of Membership Managers, who are experts in providing the travel, lifestyle and card expertise, they will help enable you to showcase the true value of the Centurion Product. 

 

Responsibilities  

Some of your responsibilities in this role will be:  

  • Oversee the entire American Express relationship with the Member through the delivery of Travel, Lifestyle and Card servicing 

  • Proactively maintain regular contact with Card Members through all available channels, and use detailed knowledge of their lifestyle preferences to offer relevant value-added opportunities 

  • Drive increase in benefit engagement with individual customers and across portfolio 

  • Building strong relationships with customers, partners and colleagues alike.  You set the tone of who we are and what we do.  You inspire and influence a culture of going above and beyond 

  • Proactively engage Card Members through customized plans to maximise the value of their benefits 

  • Master existing and new product offerings, value proposition and relevance to Card Members 

  • Analyze key metrics to identify and prioritize opportunities for Member engagement 

  • Collaborating with a team of Membership Managers to deliver a flawless, efficient service to our Card Members on every interaction 

  • Regular customer check-in calls to build engagement 

  • Manage any customer escalations and identifying and solving for key barriers to customer usage of the TLS benefits and services 

Minimum Qualifications

Qualifications 

  • A minimum of 2 years‘ experience in portfolio management with proven ability to accelerate account growth and drive business results

  • Proven track record of exceptional customer satisfaction metrics 

  • Knowledge and understanding of the premium / luxury market and clientele 

  • Effectively prioritize workloads, portfolio opportunities and Member requests with proper time management 

  • Analyzing new information quickly, think innovatively, and challenge traditional servicing approaches 

  • Executive level communication skills across a variety of channels through active listening and impeccable written and spoken communication  

  • Self-motivation to drive your own performance metrics and those of your team  

  • A passion for inspiring customer loyalty through relationship building and providing tailored solutions 

  • Ability to work on own initiative or as part of a team and collaborate effectively across multiple business units 

  • Strong organizational and decision-making skills 

  • Demonstrated ability to work effectively within a team environment, natural problem solver that displays a positive ‘Can Do’ attitude 

  • Schedule flexibility to meet customer needs 

 

We service our Card Members 24 hours / 7 days per week.  The Centurion servicing department is open 7 days a week and hours of operation can changed due to servicing needs. 

 

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

 


ReqID: 21003906
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 16, 2021, 2:43:33 PM