Job Description

:

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

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible -- and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. 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.

Function Description:

Client Management team is responsible for managing all aspects of American Express merchant relationships with a portfolio of our key merchants across varied industries like, Retail, Travel, Airline, Dining, Healthcare, Fuel etc. They work on developing strong commercial relationships with the largest and most profitable merchants and driving new business opportunities to profitably, grow the relationship and maximize the value delivered to key merchants.

Purpose of the Role:

Grow American Express penetration & usage across key customers/partners in India.

Responsibilities:

The primary focus of this role is ensuring profitable relationships with key merchant partners. This role will redefine relationships to be more condition-based through understanding the needs of key merchants in a rapidly evolving payments industry environment. Reinforcing core American Express value and strategy against these needs, along with emerging market-place technologies, will be critical.

Own the relationship with key merchants in an effort to drive charge volume, grow transactions and increase merchant satisfaction. Enhance premium value delivery to the accounts to minimize D.R. erosion and enable "value recapture". Drive network enhancement initiatives. Manage a portfolio of key/potential accounts in market, providing proactive servicing to the most important partners and reactively manage the remainder. Influence leadership and other levels in the partner organization.

Support in Fraud Prevention / Education. Work with Central Marketing Organization to support select industry initiatives. Outperform competition and expand our capabilities. Work closely with accounts and the American Express back-office teams to ensure that all technical and financial issues are resolved quickly and efficiently. Develop and implement targeted marketing campaigns that will both deliver additional cardmember benefits and drive spend with accounts.

Critical Factors to Success:

Grow charge volume/discounted business volume and enhance share of wallet. Drive account retention & account revenues with key customers/ partners. Enhance engagement with key customers/partners through account reviews, partnership plans & offer constructs in case of merchant services. Protect the discount rates. Understand the stated/unstated needs of the customer & influence effectively to design solutions oriented towards solving customer problems.

Leadership Outcomes:

Put enterprise thinking first, connect the role's agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders. Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings. Demonstrate learning agility, make decisions quickly and with the highest level of integrity. Lead with a digital mindset and deliver the world's best customer experiences every day.

Past Experience:

Sales / Business Development background

Merchant Acquisition knowledge

Payment Industry knowledge

Academic Background:

Minimum 4-6 years of experience post MBA with 3 years in a customer facing role.

Functional Skills/Capabilities:

In-depth understanding of payment industry & market landscape

Strategic account planning

Relationship management skills

Understanding of financial basics

Technical Skills/Capabilities:

Execute end to end offers

Negotiation enabled by data & analytics

Consultative selling skills

Handling objections

Knowledge of Platforms:

MS office suits (Excel, Word, Powerpoint, Access)

Behavioral Skills/Capabilities:

Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective

Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential

Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Great Leadership Demands Courage

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

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, age, or any other status protected by law.