Job Description

You Lead the Way. We\'ve Got Your Back. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we\'re supporting our customers\' financial confidence to mov You Lead the Way. We\'ve Got Your Back. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we\'re supporting our customers\' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what\'s possible - and we\'re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. 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. Global Merchant & Network Services, the merchant network of American Express, acquires and maintains relationships with merchants who welcome American Express-branded cards. Within this department is the Small Merchant APAC team, that is responsible for engaging, activating, and retaining small merchants and continuing to improve their overall satisfaction. Our customer facing teams include three channels - Phone-based Client Managers (CCLMs), Merchant Specialists and Inbound Telesales team. Our Channel & Franchise Enablement being the sought-after partner for CLM Organization delivering seamless, strategic and timebound execution of data strategy, analytics, and business insights to drive acquisition, retention, and revenue growth. The franchised industry in Australia is a $130B industry with 1,300 brands and over 80,000 franchise units 45% of which are in key industries retail, accommodation, and food services. We are looking for the right candidate to manage a group of large franchise networks to meet their Warmly Welcoming agreements thereby improving the customer experience and support the execution of franchise strategy. Mystery shopping top line existing franchise base to determine acceptance status prior to deploying to, and partnering with, our acquisition and CLM channels. This individual will be very closely with these channels in value demonstration through the provision of information and analysis to achieve business goals - growth revenue, drive new business and activation, supporting on data analytic needs to deliver business values and generate insights, managing merchant relationship to deliver best-in-class merchant experience. This involves: Partner with CLM to optimize the market coverage strategy to drive welcome acceptance Perform data matching to identify Potential LIF for coverage gap closure Audit & Maintain Merchant hierarchy - Rogue LIF, change of ownership, NLIF, etc to deliver 100% data accuracy Make outbound calls to audit merchant hierarchy, to drive growth in non-accepting or DS LIF in hierarchy and for mystery shopping Communicate and close the loop with merchants and Client Managers via email, inbound and outbound calls, and Merchant Force Identification & enable standard reporting for Franchises/Franchisees from suite of reports Be the escalation point for Servicing Team to manage E2E (if necessary) Qualification: Excellent written and verbal communication, listening and probing skills Strong knowledge of PC based software including Web, MS Office and Outlook Proficient in multi-tasking and ability to analyze business problems using excel/macro and statistical analysis Ability to leverage analytical techniques and business intelligence tools, i.e. Tableau, SMART, MIRA to develop create approaches and insights Commitment to the highest level of customer service Strong organizational skills and ability to work as part of a high performing team Proven experience with negotiating/problem solving skills Ability to work within a challenging and dynamic team environment Strong Relationship management skills Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. Additional Details: Location: Menara Prestige, Jalan Pinang, Kuala Lumpur. American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives At American Express\' discretion this position may be work from home and adjusted back to \'in office\' at any time 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 it. Don\'t live life without it.

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