American Express Careers

Relationship Manager - Travel & Lifestyle

Mumbai, India
Customer Care Operations

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Job Description

Functional Description: 

  • To deliver the Centurion product strategy to retain high value CMs and significantly increase Centurion card spend and Travel & Concierge service engagement.

  • To develop a face to face Relationship Management service for High Value Centurion customers. The team will provide Travel, Lifestyle and Card benefits and services to customers.

  • Purpose of the Role:
  • To demonstrate excellent customer relationship skills & experience as well as having the ability to drive exceptional and seamless service to high value CMs.

  • To be a key member of the TLS team and will collaborate across the teams as well as number of business partners to deliver our business priorities.

  • This role provides a personalized relationship service to our high value Centurion CMs through various servicing team.

  • To also lead a number of support and associated customer facing travel expert teams, who work closely with their allocated DTA’s.

  • Principal Accountabilities ANALYZE: understand Centurion CMs in portfolio & Centurion value proposition to define proactive service and sales tactics:

  • Achieve /exceed customer satisfaction targets and consistently achieve service level agreements.

  • Significantly increase CM engagement and SOTW (measured through usage and Travel share of wallet data).

  • Develop and implement service processes that enhance customer satisfaction.

  • Drive profitable travel sales and revenues.
  • Relationship Managers to deliver excellent customer experience
  • This role may be subject to additional background verification checks.

  • Pro-actively maintain regular contact with customers and to use detailed knowledge of customer’s lifestyle choices to offer relevant value added propositions  


Critical Factors to Success: 

Business Outcomes:
  • liaise and follow-up with AXP stakeholders to get CMs issues / requests solved

  • Manages and has day to day accountability for the department.
  • Ensure adherence to controls and compliance policies.
  • Partner with internal American Express and third party operations and suppliers to create memorable experiences and flawless service execution to create Centurion CMs advocates.

  • Lead and support key business activities and projects as requested.

Leadership Outcome: 
  • Leading, developing and motivating a team of experts with Travel, Lifestyle and Card knowledge to meet and exceed CM expectations across a range of services.

  • Ensure that the unit delivers consistent proactive service thru superior customer knowledge and flawless follow up.

  • Achieve strong results and inspire the team to deliver world class customer service, increase share of travel wallet and employee productivity

  • Ensure an effective relationship with Card Member’s .
  • Critical Challenges:
  • Deliver and continuously enhance American Express’ relationship with its most valuable Card Member segment who have the highest expectations of American Express’s capability to deliver

  • Superb CM service and Relationship Management - Exceptional Best Value on Travel, Concierge & Card Account Service delivery.


Academic Background:

Graduate with atleast 5 years of travel experience. 

Past Experience: 

Ideally with a strong Travel, Luxury sector and/or Relationship Management background and a fundamental knowledge of Card service dynamics, in order to participate in the development of relevant and profitable products and services.

Functional Skills/Capabilities:
  • Knowledge of high-end, luxury travel & lifestyle products, services & value propositions

  • People Management
  • Time Management
  • Workload Management
  • Technical Skills/Capabilities:
  • Problem solving skills


• Knowledge of destinations, geographies

• Ability to network within hospitality industry

• Travel: Knowledge of fares & ticketing including RTW & complex fares Preferred:

• Supplier product knowledge Travel

• Elementary Global Distribution System (GDS) skills

Knowledge of Platforms: 
  • MS office suits (Excel, Word, Powerpoint, Access) Preferred: Travel

  • GDS Platforms: Amadeus, Sabre

Behavioral Skills/Capabilities: 

Enterprise Leadership Behaviors
  • Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective

  • Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential

  • Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage

ReqID: 19013800
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 14, 2019, 11:30:15 AM
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