Centurion Membership Manager, Travel & Concierge Experiences

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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.

The Travel & Concierge Experiences (TCE) team makes Membership come to life, every day, for American Express premium customers around the world by providing unique travel and concierge experiences, from planning and booking travel to offering personalized benefits that meets our Card Members’ differentiated needs. 

How will you make an impact in this role? 

As a Centurion Membership Manager, you are a key member of our dedicated 24/7 servicing team, supporting the unique and evolving needs of our most distinguished Card Members. In this role, you provide seamless, end-to-end support across travel, lifestyle, and card servicing requests, ensuring each interaction strengthens engagement, fosters loyalty, and enhances the overall Member experience.

In this role, you serve as a trusted partner and brand ambassador, applying your expertise, judgment, and attention to detail to deliver personalized, seamless service. Your commitment to high standards and our service philosophy drives consistent results while maintaining the quality and reputation of the Centurion Membership experience.

What would you do every day as a Centurion Membership Manager?

• Support Card Members with Travel, Concierge, and Card servicing-related requests across the full portfolio of card products.

• Consistently deliver extraordinary service to our elite Centurion Cardmembers in a fast-paced, structured, luxury customer care environment.

• Consult with Centurion Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of membership and travel through American Express as applicable.

• Develop key consulting skills, including building a human connection with customers through care and empathy, understanding customer needs, applying awareness of relevant customer and travel industry trends and handling objections and providing solutions.

• Analyze customer information and make sound decisions while maintaining high customer satisfaction.

• Meet and exceed performance goals that include customer satisfaction, sales, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies.

• Maintain awareness of customer, travel, and luxury industry trends to better understand Customer needs and tailor relevant recommendations and solutions.

• Continuously build destination and product knowledge to provide accurate information and deliver personalized solutions that enhance the Customer experience.

Minimum Qualifications

• Minimum 1 yr travel industry experience plus minimum 1 year production time as a Platinum Travel Consultant.

• Natural verbal and written communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Customer’s communication style. 

• Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy such as Sabre