B2B Client Manager

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 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 incumbent will be responsible for managing all aspects of the American Express' merchant relationship with a number of B2B customers within the managed merchant base. This high-profile role is responsible for maintaining and growing business by managing a portfolio of multiple accounts across a number of B2B industries.
How will you make an impact in this role?
Key elements of this role include strengthening the business relationship with merchants and addressing complex financial, contractual and operational issues & recognising opportunities for growth. The role is responsible for:

• Driving increased discount revenues via a combination of increased Amex business volumes & products whilst maintaining tight control over discount rates
• Working closely with the merchants to ensure all trading locations/business brands are warmly accepting Amex Cards, maximising the number of merchant locations seeing transactions
• Driving up merchant satisfaction levels via constant emphasis of the value of the relationship, and proactively identifying and solving for areas of potential dissatisfaction within the relationship, in partnership with the relevant internal teams.
• Ensuring compliance with all risk, legal and compliance policies.

The incumbent will need to develop an in-depth understanding of the B2B merchant environment, marketplace and clients, through excellent relationship management skills. They must demonstrate the ability to negotiate and influence client decisions and develop and execute strategic account plans linked to customer priorities and strategies. They must be effective in differentiating the American Express value & product offering and build relationships for the long term with keen focus on retaining clients on a profitable basis.
Core responsibilities:

• Maintain and build the day to day relationships between American Express and a portfolio of accounts in the B2B sector. Deepen existing relationships, and build new ones, to identify new opportunities and maximise customer satisfaction across the whole spectrum of the relationship.
• Renegotiate commercial agreements that maintain or grow Amex profit margins, drive increased business volumes, and grow merchant satisfaction, ensuring that they are signed in line with all American Express processes and policies.
• Work closely with World Service teams to ensure the highest quality of servicing is maintained, and all technical and financial issues are resolved quickly and efficiently.
• Build awareness and knowledge of American Express capabilities and assets to identify opportunities for the merchant to benefit, either through increased sales or decreased costs.
• Work closely with all American Express business units, supporting existing initiatives and identifying / driving new network business opportunities.

Minimum Qualifications

• Excellent relationship management skills and a strong track record in managing complex, key account portfolios, influencing key decision makers at every level of the customer's organisation.
• Experience of managing the negotiation process with clients from beginning to conclusion
• Innovative 'can do' approach to work and naturally resilient nature.
• Able to identify key customer objectives and be able to translate financial data and other information into strategies that will deliver against these objectives, and those of American Express.
• Ability to develop and grow business relationships, at all levels, using strong influencing and project management skills and operate effectively in fast-moving and rapidly changing matrix environments.
• Desire to ensure that customer's needs are clearly understood and appropriate solutions are developed and implemented in a timely manner.
• Strong analytical and strategic thinking abilities together with experience of using complex data analysis.
• Ability to synthesise and present complex information to senior levels together with the ability to handle complex objections in a positive and constructive manner.
• Knowledge of B2B would be an advantage.

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, onsite or 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.