American Express Careers

Centurion Relationship Manager

Hong Kong, Hong Kong
Customer Care Operations


Job Description

The primary responsibility of this role is to successfully manage & grow the relationship with a portfolio of High Value Centurion customers by handling all Card, Travel & Lifestyle aspects of Centurion service, maintaining regular contact with customers and providing outstanding relationship management to the satisfaction of all customers & to a higher level than that of our competitors. 


Principal Accountabilities :

Driving Result

  • Develop Sticky Customer Relationships 
  • Know Your Customers’ (KYC) personal and business profiles, interests and relationship linkages 
  • Formulate and implement strategies to strengthen customer relationship and coordinate with stakeholders to increase customers engagement 
  • Meeting and creating customer needs for spend engagement opportunities 
  • Explore business opportunities to maximize individual contribution to revenue targets 
  • Value Creation to American Express Blue Box via retaining and leveraging sticky customer relationships 
  • Proactively contact customers within the portfolio to ensure engagement & seek opportunities to enhance the relationship through targeted travel & lifestyle recommendations which anticipate the customer’s requirements

Relationship Management & Problem Solving

  • Commits to regular contact with customers by effectively using various communication methods (Face to face, phone, fax, e-mail, SMS) to maintain relationship with customer based on his/her preference & availability
  • Ensure all customer profiles are accurate, all activities are properly logged.
  • Achieve/Exceed customer satisfaction targets, increase Centurion card spend and Prevent attrition.
  • ln-depth understanding of the customer profile, preferences, history and revenue potential of each Centurion in the portfolio 
  • Provide customer relevant advice and offer Centurion value added propositions
  • Own the customer enquiry/request and act as the key interface for the customer to deliver a seamless service interaction throughout
  • Whenever possible, complete request accurately and effectively within agreed timeframes
  • Engage Internal Stakeholders
  • Establish robust synergy with travel consultants that support the portfolio by jointly defining customer
    growth strategies and ensure proper actions to deliver outstanding and proactive service
  • In the case of complex or bespoke enquiries, appropriately leverage internal expertise with the Card, Travel & Lifestyle teams whilst overseeing this activity to ensure completion to the satisfaction of the customer
  • Flag complex and/or high exposure issues for resolution to team leader & make recommendations for future supplier opportunities based on customer insight & demand
  • Maintain an awareness of customer trends & industry developments in the Premium Lifestyle arena and actively engage in self-development & training to enhance skills
  • Operate within all organisational compliance principles & ensure customer awareness of appropriate compliance & security requirements

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. 

American Express has been awarded and recognised “Aon Hewitt Best Employer for Women 2017” and “Best Employer Hong Kong” seven consecutive times. Join us and you’ll soon see why.

Qualifications

  • University Bachelor degree business or relevant field. Must have previous experience engaging with High Value Premium customers .
  • Consultative selling experience (proven track-record of meeting and exceeding sales goals)
  • relationship building experience in developing and executing successful sales strategies
  • Self-mot¡vated, driven with a strong sense of personal accountability and an excellent team player who  can work well with internal/external stakeholders.
  • Excellent command of written/spoken English/Chinese and articulate with a strong business sense.
  • Ability to drive customer loyalty by proactively maximising on opportunities to develop customers emotional & rational brand affinity.
  • Ability to effectively resolve conflict if customer is dissatisfied & to apply influence & persuasion to drive a positive customer experience.
  • Demonstrate creative problem solving and decision making to both customer & organisational advantage.
  • Demonstrate emotional intelligence in dealing with customer enquiries & in probing customer to determine key requirements & to articulate product relevance. 
  • Demonstrate resilience & maintain composure even under pressure & in the face of frequently changing or competing demands

ReqID: 17015292
Schedule (Full-Time/Part-Time): Full-time