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Functional Description: To deliver the Centurion product strategy to retain high value CMs and significantly increase Centurion card spend and Travel & Concierge service engagement. To develop a face to face Relationship Management service for High Value Centurion customers. The team will provide Travel, Lifestyle and Card benefits and services to customers. Purpose of the Role: To demonstrate excellent customer relationship skills & experience as well as having the ability to drive exceptional and seamless service to high value CMs. To be a key member of the TLS team and will collaborate across the teams as well as number of business partners to deliver our business priorities. Responsibilities: This role provides a personalized relationship service to our high value Centurion CMs through various servicing team. To also lead a number of support and associated customer facing travel expert teams, who work closely with their allocated DTA’s. Principal Accountabilities ANALYZE: understand Centurion CMs in portfolio & Centurion value proposition to define proactive service and sales tactics: Achieve /exceed customer satisfaction targets and consistently achieve service level agreements. Significantly increase CM engagement and SOTW (measured through usage and Travel share of wallet data). Develop and implement service processes that enhance customer satisfaction. Drive profitable travel sales and revenues. Relationship Managers to deliver excellent customer experience Pro-actively maintain regular contact with customers and to use detailed knowledge of customer’s lifestyle choices to offer relevant value-added propositions This role may be subject to additional background verification checks. Business Outcomes:
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