Customer Service Manager

Job Description

The Global Network Partnerships organization partners with local banks in Russia to drive merchant acceptance on the American Express network.


Reporting to the Business Development Director – Russia this role will primarily support the ongoing management of existing partners, with some new business development opportunities.


Key responsibilities include:

  • Analyze the existing Portfolio and create a plan to maximize coverage growth, identify and analyze gaps at existing merchant base and push acquisition via banks-partners

  • Ensuring ‘best-in-class’ relationship management of the partnerships including managing multiple relationships with the partner businesses acting as the key point of contact

  • Accountability for delivering across all key business metrics including new merchants acquired, attrition, discount business volumes, revenue, key-holdouts merchants acquired

  • Identifying new opportunities for growth and working closely with the BDL in signing and launching new partnerships, or new merchants with existing partners

  • Working with the partners and marketing team in AXP to develop our brand presence, plus an merchant growth plan

  • Supporting the broader Russia team to identify strategic opportunities in the emerging Russian payments space, assessing them, and gaining leadership approval to invest and deliver against these

  • Keeping up-to-date with the changing regulatory environment and briefing AXP stakeholders on the potential impacts to the AXP business.

  • Working with AXP stakeholder groups (Operations, GCO, Compliance etc.) to ensure smooth implementations for new partners on the network and ongoing operational efficiency

  • Marketing skills to discuss coverage growth plans with the partners and to present ideas, services to the partners

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

Minimum Qualifications

  • First class relationship skills gained through interacting at all levels both internally and in partner organizations

  • Highly analytical and numerical, ability to clearly communicate complex issues

  • Proven ability to create winning strategies

  • Excellent core project management skills. Strong planning and organizational skills, ability to manage and see delivery of complex projects through to an end

  • Good merchant acquiring industry knowledge gained through experience in merchant acquiring, ideally acquiring and issuing

  • Strong influencing and communication skills to promote ideas, products and services internally and to the partner

  • Entrepreneurial spirit, financial acumen and ability to drive and deliver results, resilient attitude in challenging business environments

  • Willingness to take initiative and full ownership of responsibilities

  • Willingness to travel across the region at least 10% of the time

  • Proven presentation skills, including coaching&feedback

  • Ability to work well under pressure with extensive multi-tasking capabilities

  • Fluent English

  • Strong Excel, PPT knowledge

Why American Express?


There’s a difference between having a job and making a difference.

Amex have 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.


ReqID: 20000715
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 31, 2020, 4:21:35 PM