Team Leader, Relationship Management - Premium Travel and Lifestyle

Job description

American Express 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.

The Team Leader will serve as a coach for our Relationship Managers and Associate Relationship Managers who handling all aspects of their Travel, Lifestyle and Card servicing needs for our Premium Members.

A successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive outstanding business results. The Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious, constantly striving for information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers.

As a coach, the Team Leader will be responsible for the performance of their Relationship Managers and Associate Relationship Managers. The Team Leader will set team and individual performance goals, and will use performance metrics and reporting to drive performance and business results. They will monitor customer interactions to ensure extraordinary service, and will provide consistent and on-going coaching and feedback to ensure their teams are performing at their highest levels.

As an American Express Team Leader, you will be responsible for:

• Overall portfolio performance of their Relationship Manager Team

• Creating and implementing creative business solutions to grow the business

• Maintaining awareness of relevant customer trends and luxury industry developments, particularly in the travel and lifestyle space

• Assessing the team's skill levels and competencies and creating development and action plans that are owned and driven by the employees

• Communicating with Premium Members when necessary

• Communicating with their team to ensuring that they are well informed about issues which affect them and their customers

• Delighting the customer by ensuring their teams provide an accurate and high-quality experience

• Challenging themselves and their team to “raise the bar,” by driving continuous improvement 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

American Express is an equal opportunity employer.

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

Desired profile

American Express is looking for a candidate who can bring the following experience:

• 3+ years customer engagement / relationship management experience

• 2+ dynamic leadership and coaching experience, creating followership and improved performance

• Ability to assess an individual's performance, to deliver specific coaching needs

• Sales or account management experience desired

• Experience and interest in luxury lifestyle servicing

• Broad domestic and international destination knowledge

• Ability to drive and measure business results

• Outstanding team player who has proven success working with teams to accomplish goals

• Ability to successfully understand and implement policies, procedures, and programs

• Strong analytical and creative problem solving skills

• Detail-oriented with strong organizational and prioritization skills who can work well under pressure

• Strong written, verbal and presentation skills

• Demonstrated passion for service with the ability to resolve customer issues and concerns

• Ability to manage and resolve conflict

• Bachelor Degree is preferred

• Knowledge of GDS system a plus

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
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