Relationship Manager, Luxury Travel and Lifestyle Services (Phoenix, AZ)

Job description

Can you deliver extraordinary service that consistently surpasses your customer's expectations? Can you anticipate your customer's needs and proactively provide recommendations? American Express Travel has an exciting opportunity that represents how we service our most valued Members. It demonstrates our ability to service our Members in a more proactive, anticipatory approach.

The Relationship Manager will serve as a primary point of contact for our Premium Members, handling all aspects of their Travel, Lifestyle and Card servicing needs in partnership with a dedicated associate. The Relationship Manager will work closely with a dedicated associate to collaborate on innovative ways to resolve Members' issues or concerns; to win their loyalty and travel spend; and ultimately make a loyal enthusiast out of the customer, so they will recommend American Express Travel to others.

Premium Members expect the very best – they want personalized, VIP service, and they want it delivered in every interaction. At American Express, we strive to provide the ultimate experience in service – meeting the unique needs and aspirations of our Members and exceeding their expectations.

A successful Relationship Manager has a passion for delivering extraordinary service and inspiring our customers. They will have demonstrated an ability to drive exceptional business results. They will also have an entrepreneurial spirit and serve as advocates for their customers. They will understand the luxury servicing space and be passionate about the latest in luxury trends across dining, entertainment, travel, fashion, events, etc. They will harness their intellectual curiosity and deep portfolio knowledge to create proactive engagement opportunities, thereby developing deep personal relationships with their Members.

Portfolio Management Responsibilities:

The Relationship Manager will leverage a portfolio management approach to maximize overall Member engagement and satisfaction. Responsibilities include:

Develop & Deepen Relationships

· Oversee the entire American Express relationship with the Member
· Appropriately leverage internal expertise to coordinate the handling of complex inquiries, ensuring timely completion to the satisfaction of the customer
· Understand the profile, preferences, and history (travel, lifestyle and card) of each Member in your portfolio
· Ensure customer profiles are accurate and up-to-date in order to further the proactive servicing philosophy
· Proactively maintain regular contact with Members through all available channels, and use detailed knowledge of their lifestyle preferences to offer relevant value-added opportunities
· Develop customized engagement plans on a weekly, monthly and quarterly basis
· Drive increase in benefit engagement with individual customers and across portfolio

Analyze & Innovate

· Understand existing and new product offerings, value proposition and relevance to Members
· Leverage a variety of internal resources to gain deeper understanding of your Members and develop opportunities to deliver outstanding, proactive service
· Analyze key metrics to identify and prioritize opportunities for Member engagement
· Maintain awareness of relevant customer trends and luxury industry developments, particularly in the travel and lifestyle space
· Make recommendations for improvement to internal processes to ensure maximum quality and efficiency

If you know what it takes to provide a true luxury experience, this may be the role for you.

To learn more about the benefits to having a career with American Express, visit www.americanexpress.com/careers

Desired profile

Qualifications and Experience:
·  American Express is looking for a candidate who can bring the following experience:
·  Minimum of 2 years strong customer engagement and/or relationship management experience
·  1 year prior sales experience or account management, demonstrating consultative selling skills with ability to confidently offer recommendations resulting in high customer satisfaction
·  Ability to build highly engaged relationships with a high value premium customer portfolio in a professional manner
·  Outstanding listening and communication skills across a variety of channels (e.g. phone, email, etc.)
·  Superior attention to detail and accuracy. Ability to understand customers' unique travel needs/desires through focused consultation and to design customized travel options to exceed their expectations
·  Experience and interest in luxury lifestyle servicing
·  Broad domestic and international destination knowledge
·  Effectively prioritize workloads, portfolio opportunities and Member requests
·  Analyzing new information quickly, think innovatively, and challenge traditional servicing approaches
·  Ability to work on own initiative or as part of a team and collaborate effectively across multiple business units
·  Ability to receive and acknowledge feedback (complaints & compliments) and act on it by engaging American Express internal stakeholders to resolve any issues in a timely manner
·  Ability to maintain composure under pressure and in the face of frequently changing or competing demands
·  Have a positive can-do attitude

Must be able to work within the serving hours of operation:

·  9:00am – 9:00pm (Eastern) Monday - Friday

Preferred Qualifications:

·  Experience selling domestic and international travel services
·  Experience of portfolio management