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Centurion Membership Executive - Travel & Lifestyle Services at American Express

Centurion Membership Executive - Travel & Lifestyle Services

American Express Montpelier, VT Full-Time
**Description**

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power toprogress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day-from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

American Express Travel & Lifestyle Services (TLS) provides our Card Members around the world with a full range of services, from trip planning and booking to improving their travel plans with tailored experiences. It is our mission to become crucial to our customers through the detailed delivery of our products and benefits. To accomplish this, we must make Membership come to life every day through the delivery of travel, lifestyle and card servicing for our most premium Centurion Customers.

As we continue to enhance our value propositions, servicing plays an ever-increasing role. The Membership Executive (ME) will play a key role in driving a culture of premium and elevated servicing throughout our organization.

Membership Executives are business savvy and take an entrepreneurial approach to leading all aspects of their Centurion Card Member portfolio. They drive company goals by coordinating the Card Members end-to-end experience. They will understand the luxury servicing space and maintain an awareness in the latest trends across dining, entertainment, travel, fashion, events, etc. to engage with their customers. They will harness their intellectual curiosity and deep portfolio knowledge to create proactive engagement opportunities, thereby developing deep personal relationships with their Members.

Membership Executives own the comprehensive relationship with their portfolio of Centurion Card Members and lead all interactions their customers have with American Express. Backed with a team of Membership Managers who are experts in providing the travel, lifestyle, and card expertise, they will help enable you to showcase the true value of the Centurion Product.

Some of your responsibilities in this role will be:

+ Coordinate the entire American Express relationship with the Member through the delivery of Travel, Lifestyle and Card servicing

+ Proactively maintain regular contact with Card Members through all available channels, and use detailed knowledge of their lifestyle preferences to offer relevant value-added opportunities

+ Drive increase in benefit engagement with individual customers and across portfolio

+ Building strong relationships with customers, partners and colleagues alike. You set the tone of who we are and what we do. You inspire and influence a culture of going above and beyond

+ Proactively engage Members through customized plans to maximize the value of their benefits

+ Master existing and new product offerings, value proposition and relevance to Card Members

+ Analyze key metrics to identify and prioritize opportunities for Member engagement

+ Collaborating with a team of Membership Managers to deliver a flawless, efficient service to our Card Members on every interaction

+ Regular customer check-in calls to build engagement

+ Handle any customer issues and identifying and solving for key barriers to customer usage of the TLS benefits and services

Qualifications

+ A minimum of 2 years 'experience in portfolio management with shown ability to accelerate account growth and drive business results

+ Travel, lifestyle, and/or card industry experience required

+ Consistent record of exceptional customer satisfaction metrics

+ Knowledge and understanding of the premium / luxury market and clientele

+ Effectively prioritize workloads, portfolio opportunities and Member requests with proper time management

+ Analyzing new information quickly, think innovatively, and challenge traditional servicing approaches

+ Executive level communication skills across a variety of channels through active listening and impeccable written and spoken communication

+ Self-motivation to drive your own performance metrics and those of your team

+ A passion for inspiring customer loyalty through relationship building and providing tailored solutions

+ Ability to work on own initiative or as part of a team and collaborate effectively across multiple business units

+ Strong organizational and decision-making skills

+ Demonstrated ability to work effectively within a team environment, natural problem solver that displays a positive 'Can Do' attitude

+ Schedule flexibility to meet customer needs

We service our Card Members 24 hours / 7 days per week. The Centurion servicing department is open 7 days a week and hours of operation can changed due to servicing needs.

**Qualifications**

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

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

US Job Seekers/Employees - Click here to view the "EEO is the Law" poster and supplement and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Salary Range: $28.85 to $32.20 hourly bonus benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

**Job:** Operations

**Primary Location:** United States

**Other Locations:** US-Arizona-Phoenix, US-Florida-Sunrise

**Schedule** Full-time

**Req ID:** 22031531

Recommended Skills

  • Account Development
  • Active Listening
  • Business Requirements
  • Communication
  • Customer Demand Planning
  • Customer Satisfaction
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