American Express Careers

Relationship Manager - Travel

Sydney, Australia
Digital Commerce Marketing


Job Description

Relationship Managers have an entrepreneurial spirit and serve as advocates for their customers. They harness their intellectual curiosity and deep portfolio knowledge to create proactive engagement opportunities, thereby developing meaningful personal relationships with their Card members. To do this Relationship Managers need to:

Develop & Deepen Relationships
• Oversee the entire American Express relationship with the Card member
• Appropriately leverage internal expertise to coordinate the handling of complex inquiries, ensuring timely completion to the satisfaction of the customer
• Understand the profile, preferences, and history (travel, lifestyle and card) of each Card member in your portfolio
• Ensure customer profiles are accurate and up-to-date in order to further the proactive servicing philosophy
• Proactively maintain regular contact with Card members through all available communication channels and use detailed knowledge of their lifestyle preferences to offer relevant value-added opportunities

Analyze & Innovate
• Understand existing and new product offerings, value proposition and relevance to Members
• Leverage and research using a variety of internal and external resources to gain a deeper understanding of your Members and develop opportunities to deliver outstanding, proactive service
• Analyze key metrics to identify and prioritize opportunities for Member engagement
• Maintain awareness of relevant customer trends and luxury industry developments

• Make recommendations for improvement to internal processes to ensure maximum quality and efficiency

 

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

 

Qualifications

• Ability to build highly engaged relationships with a super premium portfolio in a professional manner
Outstanding listening and communication skills across a variety of channels (e.g. phone, email, etc.)
• Effectively prioritize workloads, portfolio opportunities and Member requests
• Analyze new information quickly, think innovatively, and challenge traditional servicing approaches
• Ability to work on own initiative or as part of a team and collaborate effectively across multiple business units
• Superior attention to detail and accuracy
• Solutions focused approach and ownership to resolve challenges in a timely manner
• Strong consultative selling skills with ability to confidently offer recommendations resulting in high customer satisfaction
• Ability to maintain resilience, composure and remain positive under pressure and changing circumstances


ReqID: 18009513
Schedule (Full-Time/Part-Time): Full-time