Retention Manager

hace 1 mes


Madrid, Madrid, España American Express A tiempo completo

Lead the Way with American Express

We're seeking a talented Client Retention Manager to join our EMEA Telesales and Client Management organization. As a key member of our team, you'll play a crucial role in acquiring and managing relationships with merchants across European markets.

Your primary objective will be to focus on account retention with small and medium key merchants, ensuring business continuation and collaboration across markets and Line Of Business's. You'll oversee Know your Customer principles, helping and obtaining relevant information from merchants to comply with these principles.

Main Responsibilities

  • Retain merchants, reaching out to collect missing Know Your Customer documentation and information from high-value merchants to avoid cancellation.
  • Maintain and grow active locations.
  • Improve merchant satisfaction measured through annual surveys.
  • Assess account documentation.
  • Retain and expand volumes and revenues.
  • Ensure compliance and control.
  • Share best practices and provide team support.

Qualifications

  • Fluent English speaker with in-depth knowledge of country and market landscape.
  • Experience in account management roles or KYC/AML Checks - ideally over the phone.
  • Compliance knowledge is a plus.
  • Strong organizational and time management skills, able to set priorities to achieve goals.
  • Accountability and ownership.
  • High level of determination and self-confidence, ability to work in groups and contribute to the team's success.
  • Ability to analyze and interpret data and documents.
  • Spanish is a plus.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. This includes competitive base salaries, bonus incentives, support for financial-well-being and retirement, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working models, generous paid parental leave policies, free access to global on-site wellness centers, free and confidential counseling support, and 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.



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