Job Details
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 company values 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.
The Director, Client Engagement Team is a telephone-based position and leads a team of managers responsible for partnering with the customer in order to meet their business needs, proactively retain their spend and strengthen the relationship. The team will do this through spend capacity optimization, benefit reinforcement, value proposition re-education and fostering the relationship.
This position is responsible for managing an existing customer base and will be fluid based on where we see the largest engagement opportunities (part portfolio management + part customer actions).
Job Responsibilities
Strategic planning (30% of time)
▪ Drive overall engagement strategy for US SME to achieve business goals and targets
▪ Collect customer feedback and learnings to influence product development and offerings based on customer need
Coaching and development (30% of time)
▪ Coach and develop a group of consultants to maintain customer spend with American Express
▪ Hire and on-board new managers to build a strong team and support team development by regularly conduct 1:1 coaching sessions and team huddles
Performance management (20% of time)
▪ Drive a high quality, rigorous sales review process, including account planning, account prioritization and opportunity development
▪ Partner closely with specialized sales team to identify win-win situations for the customer
Customer Engagement Efforts (20% of time)
▪ Identify key client engagement opportunities
▪ Escalate and partner with Finance, UWA, Servicing, and senior leadership when customer is at-risk
▪ Provide guidance to team to treat identified customers and reach resolution
Compliance (100% of time)
▪ Ensure all aspects of the American Express Code of Conduct, and our Sales Practices policies, standard, and procedures, are adhered to so that we uphold the highest standards in our interactions with our customers and compliantly meet all regulatory requirements
▪ Support Operational Excellence team in call monitoring processes to support high quality customer interactions
Knowledge, Skills, Attributes, and Experience
Financial Fluency
▪ Strong knowledge of Financial Fluency and understanding of the underwriting and risk process
Client development
▪ High level of Financial Fluency and understanding of the underwriting and risk process. Must be able to drive results through creative problem solving and excellent leadership
Coaching
▪ Provides individualized skills-improvement assistance, aiding in self-discovery and encouraging self-generated solutions
Performance management
▪ Exhibits consistent track record of managing performance, coaching, and motivating for success and identification of development strengths and opportunities improvement to a large team to enable improved business results
Demonstrating value
▪ Proactively and consistently demonstrates the value of partnering with American Express
Results focus
▪ Demonstrates a driven, positive attitude, quickly adapts to different situations, and recovers from setbacks
Market, industry, & product knowledge
▪ Understands at a tactical level market/industry key competitors, challenges, terminology, technology, trends, and regulation
Attributes
▪ Critical thinking
▪ Leadership and team motivation
▪ Personal accountability
▪ Compliance focused
Experience
▪ High level of Financial Fluency required
▪ Bachelor's degree preferred
▪ Experience leading teams, 5 – 7 years minimum
▪ Knowledge of Risk and Underwriting Process
▪Experience partnering with clients across various markets / industries
▪ Experience in a highly-regulated industry
Salary Range: $130,000.00 to $205,000.00 annually + bonus + equity (if applicable) + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
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
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- 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
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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