Centurion Relationship Manager

Banking / Finance • Full Time • Hong Kong, HK • 1w ago

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.

Responsibilities

1. Develop Relationships

Proactively contact customers within the portfolio to ensure engagement & seek opportunities to enhance the relationship through targeted travel & lifestyle recommendations which anticipate the customer’s requirements
Commits to regular contact with customers by effectively using various communication methods (phone, e-mail, or F2F if customer request ) to maintain relationship with customer based on his/her preference & availability
Ensure all customer profiles are accurate, all activities are properly logged

2. Achieve/Exceed customer satisfaction targets, increase Centurion card spend and TLS spend

ln-depth understanding of the customer profile, preferences, history and revenue potential of each Centurion in the portfolio
Provide customer relevant advice and offer Centurion value added propositions
Own the customer enquiry/request and act as the key interface for the customer to deliver a seamless service interaction throughout
Whenever possible, complete request accurately and effectively within agreed timeframes

3. Engage Internal Stakeholders

Establish robust synergy with travel & lifestyle consultants that support the portfolio by jointly defining customer growth strategies and ensure proper actions to deliver outstanding and proactive service
In the case of complex or bespoke enquiries, appropriately leverage internal expertise with the Card, Travel & Lifestyle teams whilst overseeing this activity to ensure completion to the satisfaction of the customer
Flag complex and/or high exposure issues for resolution to team leader & make recommendations for future supplier opportunities based on customer insight & demand

4. Maintain an awareness of customer trends & industry developments in the Premium Lifestyle arena and actively engage in self-development & training to enhance skills

5. Operate within all organizational compliance principles & ensure customer awareness of appropriate compliance & security requirements

Minimum Qualifications

Experience in client facing environment, with excellent relationship building capability
Strong sales and customer orientation, with good communication and interpersonal skills

Preferred Qualifications

University level education, preferably in Tourism and Hotel Management

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

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

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