The Director, Client Services is a strategic leader at American Express, responsible for managing the execution of our client servicing strategy for clients serviced onsite or in a Business Travel Service Center. The Director, Client Services is an innovative leader, responsible for leading a large team of People Leaders and Individual Contributors, who are accountable for managing client relationships and optimizing, enhancing, and delivering solutions to our clients. As the primary Business Travel contact for customers, the Director's key areas of focus are driving results through client negotiations and positively influencing the key client decision makers through effective communication and strategic guidance. Skilled at managing and executing change through others, the Director, Client Services will also be able to proactively recognize risks to the portfolio, identify an action plan, and proactively coordinate mitigating actions with Service Delivery Leaders. The Director will demonstrate a balance between the customer needs and profit protection, leveraging their in-depth knowledge of Service Delivery. Additionally, the Director, Client Services is responsible for:

• Developing a motivated, highly focused, inspired, and engaged team of 100 or more direct and indirect reports, and creating a culture to motivate, empower, and retain talent.
• Directing the execution of strategic account plans, focused on identifying transformational business opportunities that enhance and optimize the customer experience, creating customer value, exceeding customer expectations, strengthening client relationships, driving savings, increasing retention, and optimizing service performance through process and data analysis.
• Researching the marketplace and competitor offerings, while understanding key business drivers, client organizational cultures and client's competitive positions, in order to effectively highlight and communicate the value that distinguishes American Express / Business Travel solutions.
• Providing leadership and guidance to customers in the assessment of goals and strategies, in order optimize service delivery performance across their program.
• Driving client services strategies globally, by working with global teams to ensure appropriate standardization is in place to achieve and measure success of global and regional initiatives.
• Spearheading regular communication on progress against performance targets included in client's service level agreement, and partnering with Service Delivery Leaders to ensure appropriate processes are in place to meet these targets.
• Leading the enhancement of the American Express value proposition through consultation, technology road mapping, optimizing online servicing solutions.
• Identifying innovative solutions to enhance productivity & improve traveler/caller experience during service fulfillment
• Building, maintaining, and expanding relationships with internal business partners across the B2B organization, leveraging key partnerships with Commercial and Advisory Services, to provide lead generation opportunities and partnership on rebids for strategic accounts.
• Leading annual / quarterly business reviews.

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=625532-1281-3969