Manager of Client Servicing Job at American Express Global Business Travel
Client General Manager (CGM)
The Manager, Global Client Group is a strategic leader at American Express Global Business Travel, reporting/supporting to the Director of Client Management in owning the client relationship. This person is responsible for managing the execution of our client servicing strategy for a portfolio of account(s). The Manager, Global Client Group is an innovative leader, strategic thinker with a focus on analytics, operations, program optimization and building strong partnerships.
Responsibilities:
Manage Client Relationship
- Global point person for all client items
- Develop strong partnership with the client
- Works closely with the Director of Global Operations to resolve operations issues and opportunities
- Employ a consultative approach in driving partnership value for the client and GBT
- Navigate within GBT to drive value to the client
Implement Strategic Initiatives
- Supporting the enhancement of the American Express value proposition to the client - via consultation, technology road mapping, optimizing online servicing solutions.
- Differentiating and reinforcing GBT’s value on a consistent basis through a comprehensive understanding of the industry and the market, synthesizing competitive intelligence to understand future implications for clients, and proactively communicating trends, innovations, and best practices to internal partners and leadership.
Client Retention
- Deliver differentiated value to the client which leads to client satisfaction and retention
Client Strategic Guidance and Business Planning
- Proactively recognize risks to the partnership, identify an action plan, and proactively coordinate mitigating actions with other GBT internal partners
- Positively influencing the key client decision makers through effective communication and strategic guidance.
- Responsible for overall global operation strategy & program initiatives.
- Collaborates with client to develop and administer both long-term and short-term operations business and/or project plans and strategic initiatives.
P&L Management
- Lead annual/quarterly global business reviews
Requirements:
- 5-10 year’s global account/client management – travel industry experience
- Extensive customer/client facing experience globally
- Strong business and financial acumen and the proven ability to drive results and achieve targets are required.
- Strong influencing and consultative skills and change management ability
- Adept at learning new technology
- Strategic account planning experience
- Ability to identify business opportunities and take proactive approach
- Optimize customer experience
- Experience in creating value
- Demonstrated ability to deliver a data-driven, analytical approach to the client’s travel program in a consultative manner as the subject matter expert.
- Strong negotiation skills required, including the ability to handle objections and achieve mutually beneficial solutions.
- Proven executive level presentation skills
- Organized, disciplined and responsive approach
Location
The US national annual base salary range for this position is from $70,000 to $140,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.
In addition to base salary, this role is eligible for either our Annual Incentive Award plan, which rewards participants based on company and individual performance, or eligible for one of our metric-driven Sales Incentive Plans (certain sales roles only). An eligible employee can only participate in one of these plans during an eligible period. This role is also eligible for awards under the company Equity Incentive Plan, which is designed to align participants' interests with those of shareholders. For information about our comprehensive US benefits programs and eligibility, please review our 2022 Benefits-at-a-Glance document.
GBT 2022 Benefits-at-a-Glance
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