Manage the Team to deliver the Centurion value proposition to card-members and thereby drive engagement and spend to deliver premium card-member experience
Responsibilities:
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To deliver the Centurion Product Strategy to retain high value CMs and significantly increase Travel Engagement
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To manage a team of 12-15 Dedicated Travel Advisors who provide travel services to Centurion CMs.
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To demonstrate excellent People Leadership and Customer Relationship skills & experience as well as having the ability to drive exceptional and seamless service to GNIC s high value CMs
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To be a key member of the TLS leadership team and collaborate across the TLS & GNICS teams as well as number of business partners to deliver our business priorities
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This role leads a team of Dedicated Travel Advisors who provide personalized service to our high value Centurion CMs
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Ensure that the service team is resourced, trained, equipped and continuously motivated to consistently deliver the highest levels of personalized service to Centurion CMs
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Establish personal connect & build rapport with Centurion CMs
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Ensure adherence to controls and compliance policies
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Act as complaint escalation contact.
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Sustain shareholder return by maintaining the balance of service provided against the cost of operating the services .
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Recruit, develop, retain, and motivate a talented team of DTAs to provide excellent customer experience .
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Ensure smooth operations between teams .
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Liaise and follow-up with AXP stakeholders to get CMs issues / requests solved .
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Partnering with GNICS to ensure the team delivers top notch, proactive service thru relevant benefits and value proposition.
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Partner with internal American Express and third-party operations and suppliers to create memorable experiences and flawless service execution to create CMs advocates.
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Lead and support key business activities and projects as requested .
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Collaborate with GNICS and TLS leadership to define local strategy
Business Outcomes:
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Focus on quality of service being provided to CMs through call and email quality coaching
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Achieve /exceed customer satisfaction targets measured through VoCM. Consistently achieve service level agreements & metrics.
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Significantly increase CM engagement and SOTW (measured through usage and Travel share of wallet data).
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Develop and implement service processes that enhance customer satisfaction.
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Drive profitable travel sales and revenues, which guarantee a positive MC return to American Express, ensuring that financial targets and controls are met.
Leadership Outcome:
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Put enterprise thinking first, connect the role s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
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Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings .
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Demonstrate learning agility, make decisions quickly and with the highest level of integrity.
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Lead with a digital mindset and deliver the world s best customer experiences every day .
Past Experience:
Ideally with a strong Travel, Luxury sector. A fundamental knowledge of Card Service dynamics. A good understanding of Call Centre Operations with Technologies / Processes which drive successful Telephone Service Operations. Must have a mix of General Management skills, People Leadership, Customer Experience, which enable him/her to manage the DTAs team.
Academic Background:
Functional Skills/Capabilities:
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Strong understanding of Centurion proposition and CM base.
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Understanding of payments/market /travel landscape.
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Understand customer experience and work on driving customer satisfaction scores.
Technical Skills/Capabilities
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GDS platform -Sabre
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CRM tools/ PSP
Lifestyle
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Knowledge of destinations, geographies
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Ability to network within hospitality industry Travel:
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Knowledge of fares & ticketing including RTW & complex fares Preferred:
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Supplier product knowledge Travel
Knowledge of Platforms
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MS office suits (Excel, Word, PowerPoint, Access)
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GDS Platforms: Amadeus, Sabre
