American Express Careers

Relationship Manager

Shanghai, China
Customer Care Operations

Job Description

Why American Express?
There’s a difference between having a job and making a difference.
American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.
Because we believe that the best way to back our customers is to back our people.
The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.



Job Description

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: 19006816
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 17, 2019, 10:37:59 PM