Centurion 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.

How will you make an impact in this role?

American Express Global Travel & Lifestyle Servicing (GTLS) provides our Card Members around the world with a full range of travel services from trip planning and booking to enriching the broader travel experience. It is our mission to become essential to our customers by providing differentiated products and services. To accomplish this, we must make Membership come to life every day.

Our Centurion Card Members are global citizens, American Express strives to deliver a consistent outstanding service across our global footprint. As we continue to enhance our value proposition for our most premium customers, the experiences we deliver play an ever-increasing role.

Relationship Managers are self-motivating individuals who deliver a premium, personalized experience for select Centurion Members. They ensure the highest level of customer satisfaction while being brand ambassadors for American Express and Centurion. Relationship Manager has a deep understanding of luxury travel, goods and services and can quickly anticipate and exceed our customer’s expectations.

They are responsible for enhancing the engagement with their portfolio of Centurion Card Members and lead all interactions their customers have with American Express.

They lead all outbound and inbound channels seamlessly alongside their Associate Relationship Manager, servicing end to end travel, lifestyle and card inquires.

 Primary Responsibilities:

• Curate travel and lifestyle experiences end-to-end in partnership
• Provide impeccable service by offering personalized solutions to our discerning Centurion Members
• Foster the relationship with Card Members by proactively engaging and implementing tailored plans to enhance the value of their benefits
• Analyze key data to identify travel / lifestyle / membership /preferences and implement strategies to grow and develop Card Member satisfaction and engagement
• Strong company knowledge, ability to use growth mindset and lead with an external perspective
• Effectively navigates difficult conversations with customers to resolution
• Bring to life and deliver the Centurion Membership value proposition to CMs
• Master existing and new product offerings, value proposition and relevance to Card Members
• Building positive relationships with customers, partners and colleagues alike. You set the tone of who we are and what we do. You inspire and influence a culture of going above and beyond

 Minimum Qualifications:

• 3+ years of premium/luxury customer servicing experience across Travel, Lifestyle, Card, Retail, Hospitality, or Concierge industries.
• Minimum 2 years of relationship management, building strong relationship with customers or partners
• Minimum 2 years travel booking experience
• Must be proficient with servicing tools such as Encore, Sabre, Opus, GSP, and RNT
• Expertise of luxury goods, products, services and brands
• Record of exceptional customer engagement metrics
• Effective organizational skills: prioritize workloads, portfolio opportunities and Card Member req