Client Service Manager

American Express Global Business Travel; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in business travel is seeking a proactive and self-motivated relationship manager to enhance the client experience. Utilize your expertise in the travel industry, manage Salesforce cases, and lead projects aimed at process improvement and client satisfaction. With strong analytical skills and the ability to influence change, you will play a crucial role in driving exceptional results within Client Services. Flexible benefits, travel perks, and an inclusive culture await you at American Express Global Business Travel.

Benefits

Flexible benefits tailored to each country

Travel perks from major providers

Access to 20,000+ courses and job openings

Participation in global INclusion Groups

Wellbeing resources

Qualifications

• 3+ years experience in the travel industry.
• 5+ years customer service experience with a leadership focus.
• Fluency in French and English.

Responsibilities

• Manage Salesforce cases and client inquiries.
• Develop account processes and contribute to Global Knowledgebase.
• Analyze performance issues and provide solutions.

Skills

Data analysis

Project management

Customer service

Communication (French and English)

Team leadership

Tools

MS Office

Job description

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.

Do you have a passion for travel and tech? And want to work for an exciting company that’s at the top of their industry?

Business travel is back, and we’re looking for dedicated individuals to join a team that’s working hard to reinvent the industry and make those real-life connections truly seamless once again.

What You’ll Do on a Typical Day

• Manage Salesforce cases: research and respond to escalations and inquiries from Account Management & Service Delivery.
• Develop, edit, and deliver specialized account processes to frontline Service Delivery teams. Contribute to Global Knowledgebase articles in partnership with the Global Training team.
• Analyze and diagnose performance issues at the account and/or Service Delivery level, providing solutions to clients and GCO leadership to maintain client health.
• Research, prepare presentations, and host client-facing meetings.
• Manage client risk: prepare notifications and executive summaries, and provide strategic recommendations to account managers and clients to manage risks.
• Drive your own projects within Client Services on various topics.

What We’re Looking For

• At least 3 years of experience in the travel industry.
• At least 3 years of experience managing a Service Partner or Supplier, Relationship Manager, or related roles.
• Over 5 years of customer service experience with a focus on leadership and process improvement.
• Proficiency in MS Office suite (including formal training): presentation creation, data analysis, reporting, etc.
• Excellent written and oral communication skills in French and English.
• Ability to perform data analysis, diagnose issues, and conduct root cause analysis.
• Strong project management skills.
• Experience with change management and influencing others through change, including clients.
• Previous mentoring or team leadership experience, with potential to lead specialists.
• Flexibility to work some non-standard or flexible hours.
• Proven ability to improve metrics, especially in a virtual environment.
• Ability to build strong partnerships to solve problems.
• Effective time management skills to handle multiple priorities.
• Willingness to travel 10-15% as required.

Who Are You

A proactive, self-motivated relationship manager who thrives on improvement opportunities, takes strategic risks, and drives new practices. Team-oriented with the ability to galvanize teams and achieve extraordinary results. Someone who can articulate a vision, collaborate, and influence partner teams to create positive outcomes.

Location

London, United Kingdom

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits tailored to each country, including health and welfare insurance, retirement plans, parental leave, adoption assistance, and wellbeing resources.
• Travel perks: weekly deals from major travel providers on flights, hotels, cruises, and car rentals.
• Skill development: access to over 20,000 courses, leadership programs, and internal job openings.
• Inclusion: participate in global INclusion Groups to discuss challenges, achievements, and drive awareness and action.
• And much more!

All applicants will receive equal consideration regardless of age, sex, gender, pregnancy, race, color, citizenship, religion, disability, or other protected characteristics.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

We are committed to providing reasonable accommodations for individuals with disabilities. Please inform your recruiter if you need an accommodation during the hiring process. For data protection details, see the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a great addition, don’t worry about "checking every box"; please apply anyway. You might be exactly who we’re looking for!