American Express - Director/Head - Client Management/Merchant Servicing/Engagement

Job Description :

Head of Client Management & MSE's primary focus is to develop market, cross channel and industry strategies to maximize the value of card acceptance, market share, merchant satisfaction and profitability for the merchant and American Express.

This role will be responsible for developing and approving strategies that ensure an efficient and profitable relationship for the Client Management & Merchant Servicing/Engagement Organization by understanding the needs of their merchants in all channels and industries, reinforcing core value, and ensuring the delivery of value against those needs .

Successful candidate will be responsible for establishing deep, mutually-beneficial and profitable, long-lasting relationships with merchant accounts to drive business and to maintain and grow American Express charge volume.

The Director & Head - Client Management & MSE will report directly to VP&GM-Consumer & Merchant Services and CEO AEBC India.

Job responsibilities include :

- Responsible for establishing business building growth strategies and for leading the Client Management & MSE Team

- This role will be responsible for leading negotiations with Merchant Partners at decision making levels.

- Embracing the fast changing payments landscape and keep current with supply and demand, payment trends and economic and competitive indicators

- Ensure American Express is front and center for our valued clients

- Drive strategies that can significantly increase market/industry share and volume growth

- Build critical relationships especially with external trade bodies, industry groups and key merchant partners

- Merchant Satisfaction: drive strategic initiatives that are specifically designed to improve merchant satisfaction, service & engagement

- Developing and maintaining strong relationships with industry associations / committees to achieve high customer satisfaction account penetration and retention.

- Managing costs against budget for OpEx and A&P.

- Driving profitability through a focus on strategic usage of Contractual / Discretionary Mktg. Funds; and managing the prioritization and implementation of core programs that will grow charge volume and improve merchant satisfaction in the market.

- Assisting re-negotiations of contracts and providing guidance and support across channels

- Create and drive merchant satisfaction & engagement initiatives

- Cultivate a culture of learning and consultative relationship management

- Develop, lead, and motivate a high-performing team to demonstrate American Express

- Value proposition to merchants and drive results in American Express charge volume and revenue growth

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

Qualifications :

Requirements :

- 12+ years of experience in Merchant business and/or payments industry in India

- Entrepreneurial with ability to think outside of the box

- A go-getter who is comfortable taking ownership over projects and is proactive in expanding his/her scope of responsibilities

- Strong relationship management, sales, influencing and negotiation skills, including with C-level executives

- Lead & implement a unique servicing model to address American express merchants needs

- Strong project management experience

- Ability to lead cross functional teams within a multi-region matrix organization, toward collaboration on key strategic issues.

- Superior strategic thinking, creative problem solving and analytical skills

- Strong commercial acumen and solid business judgment.

- Demonstrated leadership of the Consultative Sales Process.

- Thorough and complete understanding of competitive products and value propositions