At American Express our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors and an unwavering commitment to back our customers, communities and colleagues. As part of Team Amex you’ll experience this powerful backing with comprehensive support for your holistic well‑being and many opportunities to learn new skills, develop as a leader and grow your career.
Here your voice and ideas matter, your work makes an impact and together you will help us define the future of American Express.
This exciting role is focused on retaining, engaging and expanding acceptance in a portfolio of UK merchants in the High Street Retail sector.
How will you make an impact in this role
The GMS UK-based Client Management & B2B team is a merchant-facing team within the Global Merchant & Network Services business unit of American Express. The team’s principal role is to retain and grow merchant acceptance with our most strategic UK merchants. The CLM & B2B team plays a critical role in GMS UK’s strategic vision to grow coverage in the UK and we are looking for a Senior Client Manager to join this high‑profile and successful team.
Role responsibilities
* Retention: Deliver 100% retention across the base by renegotiating revenue‑generating and profitable deals.
* Expanding the network: Grow coverage by closing all outstanding acceptance gaps to ensure a consistent coverage experience for our cardmembers.
* Deepen relationships leveraging engagement marketing opportunities and industry partnerships to drive merchant satisfaction as measured by NPS.
* Driving incremental revenue via Enterprise collaboration.
* Ensuring compliance with all risk, legal and compliance policies.
Core responsibilities
* Maintain and build the day‑to‑day relationships between American Express and a portfolio of key accounts, deepening existing relationships and building new ones to identify new opportunities and maximise customer satisfaction across the whole spectrum of the relationship.
* Handle commercial objections – demonstrate and identify new ways that Amex delivers incremental value.
* Renegotiate commercial agreements that maintain or grow Amex profit margins in line with Amex processes and policies.
* Identify and drive business development solutions to drive increased revenue.
* Deepen relationships across all levels at a merchant business (day‑to‑day through to C‑levels).
* In partnership with the Marketing team develop and implement broad‑based and targeted marketing campaigns that deliver incremental spend to the customer and value to the Cardmember.
* Increase merchant satisfaction measured by Net Promoter Score (NPS).
* Work closely with the Global Servicing Network to ensure the highest quality of servicing is consistently delivered to your clients.
* Work in partnership with Payments Consulting colleagues to identify emerging payment technologies and trends.
* Collaborate across the enterprise to drive additional value and revenue.
Minimum Qualifications
* Outstanding relationship management and business development skills.
* Confident communicator with the ability to influence and persuade at all levels, both internally and externally.
* Experience of managing the negotiation process with clients from beginning to conclusion.
* Experience dealing with senior client stakeholders.
* Strong track record of driving results and innovating.
* Strong will to win, team player with a growth mindset.
* Knowledge of Marketing and Servicing would be an advantage.
* Confidence handling financial information and using data to drive commercial decisions.
* Experience of the Payments Industry and emerging payment technologies – an advantage.
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
Benefits
* Support for financial‑well‑being and retirement.
* Comprehensive medical, dental, vision, life insurance and disability benefits (depending on location).
* Flexible working model with hybrid onsite or virtual arrangements depending on role and business need.
* Generous paid parental leave policies (depending on your location).Free access to global on‑site wellness centres staffed with nurses and doctors (depending on location).
* Free and confidential counselling support through our Healthy Minds program.
* Career development and training opportunities.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations.
Senior Client Manager • London, England, UK
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