Senior Associate Relationship Manager - Global Travel & Lifestyle Servicing

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Global Travel & Lifestyle Services provides American Express Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. The Centurion Relationship Servicing team strives to provide the ultimate experience in service – meeting the unique needs and aspirations of our Card Members and exceeding their expectations.

Senior Associate Relationship Managers are self-motivating individuals, who enhance engagement with a portfolio of Centurion Card Members by providing unparalleled travel and lifestyle solutions. Partnering with Senior Relationship Managers, they have a deep understanding of luxury travel, goods and services and can quickly anticipate and exceed our customers’ expectations. Coordinate outbound and inbound channels seamlessly alongside Relationship Manager, servicing end to end travel and lifestyle enquires. 

How will you make an impact in this role: 

• Build relationships with Centurion Card Members while delivering outstanding customer service through every interaction
• Curate travel and lifestyle experiences, often including more complex cases, end-to-end in partnership with the Relationship Manager 
• Point of contact relationship support to our most valued Card Members when the Centurion Senior Relationship Manager is unavailable
• Robustly able to bring to life and deliver the Centurion Membership value proposition 
• Master existing and new product offerings, value proposition and relevance to Card Members 
• Effectively navigates difficult conversations with customers to resolution 

• Navigate multiple tools and effectively communicate through all customer channels through accuracy and meticulous documentation

   

Minimum Qualifications:

• 5+ years travel booking experience in TLS
• Extensive expertise of luxury goods, products, services and brands 
• Proven record of exceptional customer engagement metrics 
• Executive level interpersonal skills across different communication channels through active listening and outstanding written and spoken language 
• Effective organizational skills: prioritize workloads, portfolio opportunities and Card Member requests with proper time management 
• Ability to analyze new information quickly, think innovatively, and challenge traditional servicing approaches
• Experience collaborating with colleagues in a team-based environment 
• Accountable for the Card Member experience and ensuring that we are there for them when they need us, requiring flexibility with working hours and collaboration with leaders and peers, at short notice
• Flexibility to work a non-traditional shift - e.g. second shift, double weekend, etc. Many shifts eligible for differential pay. The shift for this role will be Monday-Frida