American Express Careers

Relationship Manager

Shanghai, China
Customer Care Operations

Job Description

Job Description – Relationship Manager

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 to maintain relationship with customer based on his/her preference & availability
Enhance TLS P&L: increase revenues generated by the portfolio
Improve Customer Satisfaction: improve RTF generate positive feedback from the CMs in the portfolio
  • Ensure all customer profiles are accurate and properly logged
  • Achieve/Exceed customer satisfaction targets, increase Centurion card
  • 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
  • Operate within all organizational 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
  • 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? 

  • 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 maximizing 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 & organizational advantage
  • Demonstrate emotional intelligence in dealing with customer enquiries & in probing customer to determine key requirements& to articulate product relevance.

ReqID: 18011928
Schedule (Full-Time/Part-Time): Full-time