Job Description You Lead the Way. We've Got Your Back. With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
Build rewarding customerrelationships with the powerful backing of an iconic brand.
More about GMNS Global Merchant & Network Services, the merchant network of American Express, acquires and maintains relationships with merchants who welcome American Express-branded cards.
Within this department is the Small Merchant APAC team, that is responsible for engaging, activating, and retaining small merchants and continuing to improve their overall satisfaction. Our customer facing teams include three channels:
Phone-based Client Managers (referred as CCLMs) who own a portfolio of merchants across Australia, Hong Kong and Singapore Merchant Specialists who drive engagement for small and micro merchants in these 3 markets A newly formed Inbound Sales channel that focusses on converting leads to confirmed sales. We are looking for a phone-based Client Manager for Australia market, who will own a portfolio of diverse merchants and would be responsible for growth, engagement and retention of key accounts. This role will report to Account Development Manager- Australia (CCLM/CMT)
This involves having regular interactions with merchants to understand their business model, growth needs and provide tailor made solutions to form long term relationships. In addition, the Client Manager would be responsible for growing sales volumes, driving new business volumes, improving our perceptions of coverage, and expanding the relationship with our merchant customers to other business partners in American Express.
Job Description: Develop profitable partnership by creating and delivering premium value to drive merchant satisfaction (NPS) Develop in-depth understanding of the merchant - Recognize the criticality of an in-depth understanding for creating solutions that result in merchant satisfaction Build relationships for success - Use consultative solution selling to ensure long- term relationship building Nurture and grow current business with increased availability of new and existing products/services Manage an effective pipeline of opportunities - Evaluate and prioritize opportunities in order to maximize sales of new or additional products and services to merchants Reinforce and demonstrate the Value Story to retain merchant and promote Card acceptance Influence merchant's decision - Work in partnership with the merchant as a problem solver by clearly identifying the needs that will influence merchant's buying decision Effectively employ the Challenger relationship model in their conversation with their portfolio to develop mutually beneficial business partnerships Work closely with accounts and the American Express back-office teams to ensure that all technical and financial issues are resolved quickly and efficiently. Work closely with all American Express business units including local market GMS Team, supporting existing initiatives and identifying / driving new Blue Box business opportunities. Sell in products and process enhancements that will drive operational efficiency and make American Express the preferred payment method. Required Qualifications Graduate with 3-5 years of experience preferably in client facing role Effective management of a diverse workload in a highly complex and fast-moving environment. Excellent Communication & Negotiation Skills Strong knowledge of Excel, PowerPoint and Word is fundamental. Highly self-motivated and enthusiastic, quick to learn, enjoys working within a challenging environment. Ability to work in a team environment fostering teamwork and driving collective performance Ability to build relationships & work collaboratively with clients and organizational peers Knowledge of GMS / Merchant business would be preferred Malaysian Citizen or a Talent Pass - Residence holder Other Position Requirements Minimum G3L3 in last performance cycle. Should not be on any form of counseling or action plan. Subject to business needs, additional hours may be required Full internet access at home in case of a Covid-19 or similar government announced lockdown We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
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 or onsite 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.
Client Management, Word, Negotiation Skills, Powerpoint, Excel, gms
