American Express Careers

Relationship Manager

Shanghai, China
Customer Care Operations

Job Description

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. So if you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career at here.
Not just what you can expect, what you can count on.
 Relationship Manager(RM) manages a portfolio of selected Centurion Card Members (CMs) in China to keep them further engaged and drive improved satisfaction, loyalty, transactions, billings and increase the revenues.This position is working closely with the Dedicated Travel Assistants (DTAs) who will be only servicing the selected Centurion CMs in the RM’s portfolio.
RM will be required to:
Develop Relationship: Build and maintain good relationship with CMs, DTAs, internal stakeholders
  • 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
  • Commits to regular contact with customers by effectively using various communication methods (F2F, phone, fax, e-mail, SMS) to maintain relationship with customer based on his/her preference & availability
Enhance TLS P&L: increase revenues (i.e. sales volume and sales yield) generated by the portfolio
Improve Customer Satisfaction: improve RTF and the ratio # complaints / compliments for the portfolio and generate positive feedback from the CMs in the portfolio
  • Ensure all customer profiles are accurate, all activities are properly logged
  • Achieve/Exceed customer satisfaction targets, increase Centurion card spend and Prevent attrition.
  • 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
  • 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
  • Operate within all organisational compliance principles & ensure customer awareness of appropriate compliance & security requirements
Drive Customer Engagement: improve share of travel wallet for the portfolio
  • ln-depth understanding of the customer profile, preferences, history and revenue potential of each Centurion in the portfolio
  • 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
  • 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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.



Are you up for the challenge? 
  • University Bachelor degree business or relevant field. Must have previous experience engaging with High Value Premium customers
  • Self-motivated, 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
  • Analytical skills
  • Build relationships with high net-worth, sophisticated, and demanding individuals
  • 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.

ReqID: 18008723
Schedule (Full-Time/Part-Time): Full-time