Director - Client Management - job 2 of 2

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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.

Global Merchant and Network Services (GMNS) is the Merchant network of American Express that acquires and maintains relationships with Merchants who welcome American Express branded cards. Our objective is to be an indispensable payments partner to our customers while simultaneously delivering differentiated products and services that meet or exceed customer needs. Our goal is to drive revenue growth and premium economics for both Merchants and American Express.

The National Client Group (NCG) within Merchant Services – U.S. is responsible of overseeing the largest and most strategic U.S. – based Merchants. Our mission is to be warmly welcomed by Merchants and help them grow. The retail industry is dynamic and is a critical priority for the Global Merchant Services business and the enterprise overall. This role offers a prime opportunity to help American Express compete.

This NCG Retail Director role is a client management leadership position, with responsibility for ~40 Merchants and over $30B in volume. Accounts are focused in the home improvement, consumer electronics, office supply and ecommerce industries.

The Director manages and develops a team of 3-4 Client Managers and will have general management responsibility, ownership of the strategy and execution of initiatives pertaining to the portfolio, and lead strategic negotiations. A successful candidate must demonstrate strong leadership, relationship management, consultative selling, negotiating skills, strategic thought leadership, and execution skills to drive incremental revenue growth. The successful candidate must be a motivated self-starter, comfortable with identifying and driving new business opportunities, as expansion within these accounts is a primary priority. The Director will focus on establishing, maintaining, and growing long-lasting Merchant relationships to further grow American Express share, identify new business, and enhance Merchant satisfaction.

Key responsibilities include:

• Setting overall portfolio and industry strategy for the segment, driving profitable charge volume and revenue growth, leveraging in-depth knowledge of Merchant business and industry.
• Leading highly analytical Merchant conversations to demonstrate the value Merchants receive from accepting American Express.
• Developing innovative partnerships and negotiating profitable deal constructs and card acceptance agreements to expand relationships (including B2B and Card expansion conversations).
• Safeguarding the Merchant relationship, driving NPS and ensuring a positive Merchant experience across all American Express interactions.
• Cultivating and leveraging relationships across American Express, with Issuers, B2B Development, Pricing, Marketing, Legal, and others stakeholders to identify and implement solutions to grow net new volume and expand share within the accounts.

Experience required:

• Experienced leader and relationship manager with proven ability to develop strong client relationships, sell-in of B2C and B2B programs and initiatives, and demonstrate tenacity to uncover new opportunities to grow
• Outstanding analytical and creative problem-solving skills; proven financial acumen
• Strong executive presence with ability to lead and influence senior and C-level discussions with clients
• History of developing and working collaboratively across a wide variety of external and internal partners, with the ability to gain followership
• Strong project management skills, with excellent ability to prioritize effectively and drive results
• Outstanding presentation skills, both oral and written
• Energetic and enthusiastic team player and supporter, with strong will to win
• Prior knowledge and / or experience in Retail and B2B is strongly preferred.
• Bachelor’s degree required, MBA a plus

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

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 work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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.

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.

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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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.