American Express Careers

Centralised Client Manager UK

Madrid, Spain
Customer Care Operations

Job Description

Within Client Management, a CCLM is accountable for pro-actively managing relationships with high value Merchants over the telephone.


In this role the CCLM is expected to drive business growth within a defined portfolio of approx. 100 merchants. The CCLM executes a contact strategy in order to ensure relationship building, merchant satisfaction and retention.  He/she will set up account plans, identify expansion opportunities, ensure full acceptance and provide merchants with valuable Business Insights and Marketing options.

Key Responsibilities:

  • Driving growth of American Express charge volume and revenues
  • Maintain and grow active locations
  • Establishing contact & achieving minimum productivity levels
  • Improve merchant satisfaction measured through annual survey
  • Retention of account
  • Ensure compliance and control

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


Required skills:

  • English native speaker
  • Solid experience in relationship management or sale roles ideally over the telephone (+1year)
  • Customer driven, able to find solutions to meet customer needs, creative thinking
  • Excellent level of negotiation and objection handling skills
  • High level of business awareness and financial acumen including ability to understand key financial drivers and draw accurate conclusions from them
  • Good understanding of American Express business and processes
  • Ability to learn new skills, question the status quo and adjust to changing environment
  • Strong organizational and time management skills, able to set priorities to achieve goals, accountability
  • Proven ability to independently drive and consistently deliver excellent results in a very challenging competitive environment
  • Strong analytical, oral and written skills
  • High level of determination and self-confidence, ability to work in groups and contribute to the team success
  • Market native speaker.  Due to the nature of the role applicants must be native speakers or have in-depth knowledge of the country and culture, gained by having lived long periods of time in the country or by having had previous working sales experience in the country
  • Eligibility to work in Spain

Why American Express?  

Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

Proud to be recognized by Great Place to Work España - Ranked 3rd of overall Best Companies and No. 1 for Wellness & Wellbeing.

ReqID: 18008714
Schedule (Full-Time/Part-Time): Full-time