Vice President Travel and Concierge Experiences - EMEA in Brighton

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.

Travel & Concierge Experiences is a key component of the value proposition of the American Express premium card products. Our teams are dedicated to delivering Travel and Concierge benefits which allow American Express to create differentiation and loyalty with premium CMs. This position will lead an extraordinarily talented and devoted team in Travel & Concierge Experiences (TCE), supporting the EMEA region, and owning the delivery of all operations for Centurion, Platinum, core and Digital.

The incumbent will partner closely with the ICs organization in achieving its goals and growth strategies working closely with the markets in the region, colleagues across TCE Globally, our Global Support, Enablement and Control (GSEC) centres of excellence and other key stakeholders to achieve this objective. This is an exciting role which will allow an experienced leader an opportunity to manage a strategic, dynamic, and expanding organization. This highly visible leader will be responsible for establishing targeted strategies that focus on deepening customer loyalty, improving customer satisfaction, and driving increased travel sales and engagement.

Key Responsibilities

• Leading a large organization, creating and executing a successful operating strategy across multiple geographies.
• Drive improvements on results for all Business Metrics, from call center operational rigour to P&L benefits, Opex efficiency, and other performance indicators.
• Close collaboration and alignment with Country Managers and Product teams on Travel benefits.
• Managing multiple market P&Ls and general manager duties.
• Working across lines of business to ensure business plans are accurate and executed flawlessly.
• Delivering exceptional customer experience whilst growing overall sales.
• Strategically partnering with teams such as Workforce Planning, Recruitment, and Learning and Development to meet and exceed Enterprise goals.
• Collaborating closely with Global Servicing Strategy & Transformation (GSST) and TCE Global Business Integration (GBI) to ensure proper delivery of global and local initiatives, as well as ensuring proper Regulatory Governance and Operational Risk management.

Required Experience

• Minimum of 2-3 years experience in the travel industry, with a focus on driving sales results.
• Executing strategies for product launches, refreshes, Travel product evolution, and new card acquisition growth plans.
• Exceptional leadership skills, building team cohesiveness, trust, respect and being able to effectively inspire, influence and motivate a large and diverse organization.
• Proven experience leading and optimizing external/third-party travel partner relationships, ensuring strong performance, governance, and alignment to customer experience and operational goals.
• Operational risk, compliance, and regulatory governance experience, including controls, audit readiness, and issue remediation.
• Drive Results through multicultural teams in an operational environment.
• Experience working on Enterprise level initiatives, across LOBs, to assess right action plans and strategies to achieve goals.
• Excellent change management and communication skills to shape a strategic vision, drive execution and manage profitability whilst engaging a large colleague base.
• Strong analytical and financial knowledge including experience with P&L responsibilities.
• Ability to build relationships with both internal and external business partners, while being able to influence on agile decision making and challenging the status quo.
• Demonstrated ability to drive and elevate customer experience across multiple markets, considering customer preferences and market dynamics.
• Knowledge of the latest digital & AI capabilities and techniques.
• A bachelor's degree is required.

Candidate to be based in Brighton, U.K.

Benefits

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries.
• Bonus incentives.
• 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 centers staffed with nurses and doctors (depending on location).
• Free and confidential counseling 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.