上海招聘

职位描述：
Relationship Manager(RM) manages a portfolio of selected Centurion Card Members (CMs) in China to keep them further engaged and drive improved satisfaction, loyalty, transactions, billings and increase the revenues.
This position is working closely with the Dedicated Travel Assistants (DTAs) who will be only servicing the selected Centurion CMs in the RM’s portfolio.

RM will be required to

Develop Relationship: Build and maintain good relationship with CMs, DTAs, internal stakeholders
- 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 (F2F, phone, fax, e-mail, SMS) to maintain relationship with customer based on his/her preference & availability
- Enhance TLS P&L: increase revenues (i.e. sales volume and sales yield) generated by the portfolio
- Improve Customer Satisfaction: improve RTF and the ratio # complaints / compliments for the portfolio and generate positive feedback from the CMs in the portfolio
- Ensure all customer profiles are accurate, all activities are properly logged
- Achieve/Exceed customer satisfaction targets, increase Centurion card spend and Prevent attrition.
- 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.
- Engage Internal Stakeholders
- 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
- Operate within all organisational compliance principles & ensure customer awareness of appropriate compliance & security requirements

Drive Customer Engagement: improve share of travel wallet for the portfolio
- ln-depth understanding of the customer profile, preferences, history and revenue potential of each Centurion in the portfolio
- Establish robust synergy with travel consultants that support the portfolio by jointly defining customer growth strategies and ensure proper actions to deliver outstanding and proactive service
- Flag complex and/or high exposure issues for resolution to team leader & make recommendations for future supplier opportunities based on customer insight & demand
- Maintain an awareness of customer trends & industry developments in the Premium Lifestyle arena and actively engage in self-development & training to enhance skills.

Qualifications
- University Bachelor degree business or relevant field. Must have previous experience engaging with High Value Premium customers
- Self-motivated, driven with a strong sense of personal accountability and an excellent team player who can work well with internal/external stakeholders.
- Excellent command of written/spoken English/Chinese and articulate with a strong business sense.
- Ability to drive customer loyalty by proactively maximising on opportunities to develop customers emotional & rational brand affinity
- Analytical skills
- Build relationships with high net-worth, sophisticated, and demanding individuals
- Ability to effectively resolve conflict if customer is dissatisfied & to apply influence & persuasion to drive a positive customer experience
- Demonstrate creative problem solving and decision making to both customer & organisational advantage
- Demonstrate emotional intelligence in dealing with customer enquiries & in probing customer to determine key requirements & to articulate product relevance.
- Influence internal stakeholders to get things done on behalf of Centurion CMs in portfolio
- Strong will to win and results-driven, prior sales experience strongly encouraged

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
美国运通在聘用候选人之前，会进行符合相关法律法规的全面背景核实。在候选人成功通过背景核实之后，才会收到美国运通的正式受聘。

美国运通公司（American Express）是一家综合性财务、金融投资及信息处理的环球公司，创立于1850年，总部设在美国纽约。美国运通主要提供高品质的信用卡及签帐卡、旅行支票、旅游、财务策划、投资产品、保险及国际银行服务等。
作为全球***的独立信用卡公司，运通公司旗下的运通卡知名度***，自1958年首次发行，以不预设消费限额及提供高水准服务而享有很高声誉，为千百万美国运通卡会员及全球绝大多数跨国公司采用。
美国运通会员可专享各种购物折扣及优惠，旅行服务，机票及饭店预订，商务服务，保险等服务等，全球通用。
美国运通国际股份有限公司1916年就曾在上海、天津和香港开设办事处，1979年重返中国，在北京等地开设了四个代表处，是最早进入中国的国际卡组织。