Manager, Client Management
American Express
Hong Kong, Hong Kong, Hong Kong

Position Summary :

This position is responsible for developing strong partnership with the largest merchant accounts in the Hong Kong market.

  • The role will be accountable for identifying and driving new business opportunities to profitably grow the relationship;
  • maximize the value delivered to key merchants and improve the merchant satisfaction. The incumbent will also develop joint marketing and business plans with merchants and will focus on leveraging our global capabilities and closed loop network to drive spend growth, increase share of wallet and improve perception of AXP coverage.

  • This individual will manage a portfolio of large merchant accounts to drive portfolio growth; contribute to overall market profitability improvement;
  • minimize merchant fraud and credit risk related exposures; optimize merchant discount rate revenue growth; increase AXP market share;
  • improve merchant satisfaction; grow Active Locations; identify B2B growth opportunity; as well as complying with compliance & operation requirements.

    The incumbent will need to possess excellent relationship management, business acumen and communication skills. The person must be able to identify key customer goals / challenges and be able to understand / translate financial data and other information into strategies that will benefit both the merchant and American Express.

    The position will be responsible for formulating strategy, establishing contacts and maintaining excellent working relationships with merchant partners in the account portfolio.

    Duties and Responsibilities :

    Manage a portfolio of strategic national accounts in key industries such as premium retails, travel, everyday spend retailers, online merchants, as well as new and emerging payment service providers or payment aggregators.

    Portfolio planning and ongoing management of accounts to drive profitable growth and increased merchant active locations.

    Develop close relationships with merchant at multiple levels and different functions (e.g. marketing, operation, finance) to ensure high customer satisfaction, account penetration (increase market share), account retention and improve merchant satisfaction / net promoter score.

    Deliver industry specific Value Story and enhance premium value delivery to the merchant accounts to enable value recapture , protect premium pricing and grow discount revenue.

    Develop and implement client management programs and initiatives to achieve profitability and GMS priorities including online / digital growth and perception of coverage improvement.

    He / She will focus on executing key growth initiatives including expanded acceptance and B2B spending to drive scalable and sustainable growth.

    Drive incremental value to merchants and generated other revenue through e.g. MR Bonusing, Business Insights, marketing implementation fee and or other new products.

    Act as industry specialist to identify key industry trends, needs, developments and competitive activities in the industries and communicating those back to the CLM Head.

    Proactively identify opportunities, and executing action plans to grow our share of till and increase the value delivered by AXP.

    Work closely with AXP back office teams to ensure technical & operational efficiency to merchant.

    Work closely with issuing teams and other LOBs in support of existing initiatives and identify / drive new Blue Box business opportunities.

    Manage the portfolio’s P & L including discount revenue and merchant discount rate

    Drive risk management improvement, reengineering saves and account compliance.

    Required Qualifications :

    Excellent relationship management skills and a strong track record in managing complex, multi-national, national key account portfolios.

    Ability to develop and grow business relationships, at all levels, using strong influencing and project management skills.

    Sales experience and a creative mindset to identify innovative solutions.

    Result oriented with excellent communication and presentation skills.

    Desire to ensure that customer’s needs are clearly understood and appropriate solutions are developed and implemented in a timely manner.

    Solid analytical and strategic thinking abilities together with experience of using complex data analysis.

    Ability to develop and present in-depth financial models at high organizational level together with the ability to handle complex objections in a positive and constructive manner.

    Ability to operate effectively in fast-moving and rapidly changing matrix environments.

    Knowledge of American Express operations or other operational experience would be an advantage.

    Customer facing experience.

    University Graduate with 8+ years working experience.

    Fluent written and spoken English and Chinese (Cantonese and Putonghua)

    Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

    Why American Express?

    There’s a difference between having a job and making a difference.

    American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

    We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive.

    We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community.

    And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

    Because we believe that the best way to back our customers is to back our people.

    The powerful backing of American Express.

    Don’t make a difference without i.

    Don’t live life without it.


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