Strategic Client Account Manager

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The Strategic Client Account Manager is a client facing, individual contributor focused on optimizing and enhancing services delivered to our multinational global client base. You will be managing multiple Global, EMEA clients and you will be responsible for short- and long-term business retention of these accounts. You will be tasked with ensuring a clear vision and strategy is defined and achieved to maximize customer satisfaction and deliver a best-in-class travel program.

This is a virtual based role, requiring frequent travel to client offices and our offices in Farringdon, London.

• Implementing strategic account plans, focused on identifying transformational business opportunities that enhance and optimize the customer experience, creating customer value, exceeding customer expectations, strengthening client relationships, driving savings, increasing retention, and optimizing service performance through process and data analysis.
• Differentiating and reinforcing American Express 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.
• Providing guidance to customers in the assessment of goals and strategies, in order to optimize service delivery performance across their program.
• Identifying innovative solutions to enhance productivity & improve traveler/caller experience during service fulfilment.
• Leading/supporting client services strategies globally, by working with global markets to ensure appropriate standardization is in place to achieve and measure success of global and regional initiatives.
• Spearheading regular communication on progress against performance targets included in client’s service level agreement, and partnering with service delivery leaders to ensure appropriate processes are in place to meet these targets.
• Supporting the enhancement of the American Express GBT's value proposition through consultation, technology road mapping, optimizing online servicing solutions. Leading business planning, quarterly and annual reviews, pricing strategies, ongoing P&L management, and business negotiations on rebids for portfolio accounts.
• Maximizing transaction revenue and delivering premium revenue growth by selling BAU products and services.
• Partnering with commercial and advisory services to support lead generation opportunities and transformational engagements. Measurement of performance based on (but not limited to) client retention, incremental revenues, client satisfaction & leadership competencies.

• Demonstrate a balance between the customers’ needs and profit protection and will scrutinize performance metrics for each customer, in order to pinpoint opportunities based on themes and patterns.
• Use their expertise in service delivery, the Client General Manager will work closely with functional business partners to close any gaps in quality or reporting accuracy.
• Skilled at managing and executing change, the Client General Manager will also be able to recognize risks to the portfolio, identify an action plan, and proactively coordinate mitigating actions with service delivery leaders.
• As the primary business travel contact for such customers, the key areas of focus are driving results through client negotiations and positively influencing the key client decision makers through effective communication and strategic guidance.
• Ability to effectively communicate at Executive level. Strong financial acumen - P&L ownership.
• Experience within a TMC or Saas Travel focused environment would be advantageous but not essential.

Location: United Kingdom

• Work and life: Find your happy medium at Amex GBT.
• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process.

If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;” please apply anyway. You may be exactly the person we’re looking for!