American Express Centurion Membership Executive in Boston, Massachusetts
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 maximise 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
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.
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.
In order to work in or visit any of our offices in the United States, we require colleagues to be fully vaccinated against COVID-19.
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. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.
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Primary Location: United States
Other Locations: US-Florida-Sunrise, US-Arizona-Phoenix
Req ID: 22000496