Customer Onboarding Manager

TN United Kingdom; United Kingdom; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a passionate individual to join their customer service team. This role focuses on enhancing the customer onboarding experience and managing projects that span multiple geographies and functions. You will be empowered to create a positive environment, ensuring that client requirements are met while effectively communicating project statuses. With a commitment to diversity and inclusion, this company values your input and offers a collaborative culture. If you thrive in a fast-paced setting and are eager to make an impact, this opportunity is perfect for you.

Benefits

Health and Welfare Insurance

Retirement Programs

Parental Leave

Adoption Assistance

Travel Perks

Global Tuition Assistance

Wellbeing Resources

Qualifications

• Strong relationship building and customer service skills essential.
• Experience in project management and working in matrix environments.

Responsibilities

• Manage customer onboarding and migration experiences effectively.
• Ensure project handovers and readiness assessments are completed.
• Develop detailed project plans and manage project performance.

Skills

Customer Relationship Management

Project Management

Communication Skills

Problem Solving

Multitasking

Time Management

Negotiation Skills

Flexibility

Education

Bachelor's Degree

Job description

Social network you want to login/join with:

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Client:

American Express Global Business Travel

Location:

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

cfd4acfc0ac9

Job Views:

5

Posted:

05.05.2025

Expiry Date:

19.06.2025

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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.

Ready to explore a career path? Start your journey.

What you'll be doing:

• Be responsible for the customer onboarding / migration experience with the customer, internal partners, team and third parties where applicable, including other internal and external projects as needed
• Focuses on the customer and the implementation of regional / global projects, applying GBT project documents and following the SID implementation process
• Ensures project handover and readiness assessments with Solutions Design teams are completed, ensuring any risks, actions and follow-up items are documented
• Designs the work breakdown structure and resources required for the project, ensuring roles and responsibilities internally and externally are clearly defined
• Ensures all client requirements have been adequately understood and documented for onward teams (e.g., units, deployment, traveler care) to action
• Develops and lead detailed project plans and ensures the scope and approach is understood and aligned / signed off by all partners
• Creates a positive, happy, and fun environment internally and externally to help drive partnership and project success
• Empowered to manage the project performance, while ensuring project status, achievements, changes, risks, issues, assumptions, decisions, and dependencies are clearly communicated
• Responsible for ensuring that E2E testing is completed, detailed, and corrected successfully, on time and to a high quality as defined by the global testing plan
• Responsible to resolve project call structure and handle Partner calls

What we're looking for:

• A passion for working directly with customers and strong relationship building
• Understanding of GBT and corporate travel
• Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones.
• A positive, “can do” attitude
• Able to motivate a project team and manage under pressure
• Business English mandatory - multi-lingual capability advantageous
• Excellent relationship building, influencing, negotiating, communication and presentation skills
• Ability to clearly articulate an accountability, then hold people accountable
• Commercial awareness and strong relationship building skills
• Excellent organizational skills of multitasking, advance planning, and time management
• Ability to drive change in the face of possible resistance
• Effective time management, multi-tasking prioritization skills
• Strong active listening and facilitating skills
• High degree of problem solving and decision-making and ability to adapt to changing priorities
• Flexibility and the ability to adapt to change
• Ability to understand and manage projects
• Happy to be challenged and to challenge people and processes
• Experience collaborating across multiple functional groups and with operational SME’s
• Ability to travel is a MUST

Location

United Kingdom

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.

Ready to explore a career path? Start your journey.

What you'll be doing:

• Be responsible for the customer onboarding / migration experience with the customer, internal partners, team and third parties where applicable, including other internal and external projects as needed
• Focuses on the customer and the implementation of regional / global projects, applying GBT project documents and following the SID implementation process
• Ensures project handover and readiness assessments with Solutions Design teams are completed, ensuring any risks, actions and follow-up items are documented
• Designs the work breakdown structure and resources required for the project, ensuring roles and responsibilities internally and externally are clearly defined
• Ensures all client requirements have been adequately understood and documented for onward teams (e.g., units, deployment, traveler care) to action
• Develops and lead detailed project plans and ensures the scope and approach is understood and aligned / signed off by all partners
• Creates a positive, happy, and fun environment internally and externally to help drive partnership and project success
• Empowered to manage the project performance, while ensuring project status, achievements, changes, risks, issues, assumptions, decisions, and dependencies are clearly communicated
• Responsible for ensuring that E2E testing is completed, detailed, and corrected successfully, on time and to a high quality as defined by the global testing plan
• Responsible to resolve project call structure and handle Partner calls

What we're looking for:

• A passion for working directly with customers and strong relationship building
• Understanding of GBT and corporate travel
• Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones.
• A positive, “can do” attitude
• Able to motivate a project team and manage under pressure
• Business English mandatory - multi-lingual capability advantageous
• Excellent relationship building, influencing, negotiating, communication and presentation skills
• Ability to clearly articulate an accountability, then hold people accountable
• Commercial awareness and strong relationship building skills
• Excellent organizational skills of multitasking, advance planning, and time management
• Ability to drive change in the face of possible resistance
• Effective time management, multi-tasking prioritization skills
• Strong active listening and facilitating skills
• High degree of problem solving and decision-making and ability to adapt to changing priorities
• Flexibility and the ability to adapt to change
• Ability to understand and manage projects
• Happy to be challenged and to challenge people and processes
• Experience collaborating across multiple functional groups and with operational SME’s
• Ability to travel is a MUST

Location

United Kingdom

The #TeamGBT Experience

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

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult .

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;