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Relationship Manager – Travel

Melbourne

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

 

The Relationship Manager will serve as a dedicated point of contact for our Centurion Members, handling all aspects of their Travel, Lifestyle and Card servicing needs. This exciting role marks a strategic shift in how we service our most valued Members. It demonstrates our evolution from reactive servicing towards a proactive, anticipatory approach of serving our Members. 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 while embracing our Extraordinary Care philosophy. Relationship Managers have an entrepreneurial spirit and serve as advocates for their customers. They harness their intellectual curiosity and deep portfolio knowledge to create proactive engagement opportunities, thereby developing meaningful personal relationships with their Members.

 

Portfolio Management Responsibilities:

  • 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 communication channels and use detailed knowledge of their lifestyle preferences to offer relevant value-added opportunities Analyze & Innovate

  • Understand existing and new product offerings, value proposition and relevance to Members

  • Leverage and research using a variety of internal and external resources to gain a 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

  • Make recommendations for improvement to internal processes to ensure maximum quality and efficiency 

This role may be subject to additional background verification checks.

Qualifications

  • Building highly engaged relationships with a super premium portfolio in a professional manner

  • Outstanding listening and communication skills across a variety of channels (e.g. phone, email, etc.)

  • Effectively prioritize workloads, portfolio opportunities and Member requests

  • Analyze 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

  • Superior attention to detail and accuracy • Solutions focused approach and ownership to resolve challenges in a timely manner

  • Strong consultative selling skills with ability to confidently offer recommendations resulting in high customer satisfaction

  • Ability to maintain resilience, composure and remain positive under pressure and changing circumstances

  • Ability to understand customers’ unique travel needs/desires through focused consultation and to design customized travel options to exceed their expectations

  • Strong travel industry background is required, including international air, hotel, cruise, tour and car booking experience (Sabre GDS preferred)

  • Extensive destination knowledge required, including knowledge of emerging destinations and travel products

  • Customer service and Relationship Management background (desired)

  • Interest in the luxury lifestyle

  • Prior sales experience (desired)

  • Experience of portfolio management a plus

Reference Number: 15017665

Posted: Mon 26 Oct 15

Note: This job advertisement is no longer active.



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