Director, Centurion Servicing UK - Travel and Lifestyle

American Express
Brighton, UK
21 Aug 2019
27 Aug 2019
Contract Type
Full Time
American Express Travel & Lifestyle Services (TLS) serves American Express Card Members around the world with a full range of travel and lifestyle services, from trip planning, booking and enhancing the broader travel experience to creating memorable experiences through exclusive access to our global network of dining, shopping and entertainment partners.

We are seeking a Director with an entrepreneurial spirit and passion for leadership. This leader will be responsible for leading our Centurion servicing model. The team will have full responsibility for end-to-end Centurion portfolio management, focusing on Card Member interactions covering travel, lifestyle and general card servicing. This leader will be expected to bring a well-rounded mix of strategic thinking, tactical execution and creativity to the role.

We need a leader who can outline the strategy and roll up her or his sleeves and drive execution. They will be responsible for key metrics such as development, growth and most importantly, driving the overall relationship with our Centurion Card Members. We need an exceptional leader who can operate in the grey area, rapidly evaluate and implement changes where needed.

The Director will serve as part of the TLS Europe Leadership team.

Some of the key focus areas of this role include:
  • Develop and leading strong change management and transformation initiatives
  • Leading over 300 employees and contracted staff with regional diversity and global experience
  • Customer Service Centre Management - Travel and Lifestyle servicing Centurion card members, operating 24/7/365 around the world
  • End to end P&L Ownership - Managing Travel Revenue and maximizing efficiency of the cost base across Travel and Lifestyle servicing
  • Serving as a Premium Travel and Lifestyle expert for the market containing some of the most engaged affluent consumers in the world
  • Leading and driving talent strategy, colleague engagement and a strong focus on developing people, and ability to be an influential change leader for the organization
  • Driving transformation of channels, business efficiencies and growth
  • Building a mid-term and long-term servicing strategy for UK & ICC (International Currency Card) Centurion Service
  • Lead the Centurion servicing platform for the UK & ICC
  • Ensure organizational effectiveness and operational excellence
  • Partner with the UK & ICC Centurion Product team to deliver best in class product and associated service
  • Drive Card Member engagement, extraordinary customer experience, and billings growth

Key Responsibilities:
  • Ensure the Centurion service teams are resourced, trained, supported, equipped and continuously motivated to consistently deliver the highest levels of personal Travel and Lifestyle service, meeting rational and emotional expectations, and creating clear differentiation in the Premium Card market
  • Ensure strong alignment with Global TLS teams to support the globalization of servicing as well as delivery of benefits to premium Amex Card members worldwide
  • Ensure the individual markets can grow at a rapid pace without compromise to premium customer experience
  • Lead the implementation of key strategic priorities for transforming TLS operations. Support the implementation of additional transformation initiatives for TLS Europe
  • Work closely with the global team to continually evaluate and transform the TLS service model in the region as well as help inform and deliver the global transformation of TLS around the world
  • Drive and lead Business process improvement initiatives to drive maximum efficiency

This role may be subject to additional background verification checks.

  • Proven background experience in Leadership positions and with regional/international geographical coverage, including Sales, Marketing and Customer Service operations
  • Proven track record in leading a service organization towards digital transformation
  • Inspiring leadership to engage a large and diverse organization
  • Delivery of 'outside in' customer centric operations, with the ability to capture, understand and translate the desired customer experience for all types of customer interactions with TLS. Focused on achieving world class results
  • Strong understanding of how to deliver industry leading, highly differentiated, premium customer experience
  • Demonstrated ability to lead in an ambiguous environment and shape and drive growth plans
  • Demonstrated experience in the premium segment preferably in service, wealth management, hospitality or luxury retail
  • Proven relationship management and collaboration skills at a senior level in market, as well as outside of the market, to manage critical internal and third-party supplier relationships
  • Excellent project management, change management and communication skills to shape a strategic vision, drive execution and manage profitability whilst engaging a large employee population
  • Strong interpersonal skills and the ability to lead without direct authority to work productively in a heavily matrixed leadership environment

To complete your application please click on the links below. However, if you require any assistance with the completion of this process - or need any reasonable adjustments to be made - then please contact the Recruitment Team on or 00800 83 000038 (for Russia based candidates 810 800 83 000038).

ReqID: 19014132
Schedule (Full-Time/Part-Time): Full-time

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