Team Leader Centralised Client Management Germany, Austria & Nordics Ref no. 17007059 Madrid, Spain The One Phone Channel (OPC) acquires, engages and develops relationships with merchants from +9 proprietary markets. It is a team of +100 employees, based in Madrid. • Responsible of managing and developing a Sales Team (Client Management/Acquisition) within the One Phone Channel • Working closely together with the OPC Manager in partnership with our colleagues in GMS Europe to agree and drive strategy and share best practices, maximizing the return on investment of the channel • Implement and develop processes and strategies in order to drive effectiveness and results • Coach and support the team in order to maximize performance of sales driven results (acquisition, expansion and retention) Principal Responsibilities: • Manage and coach a team of 8 experienced Client Managers (CCLM) and ensure team engagement and commitment • Assure our CCLMs understand and place the AXP Value Proposition to drive account expansion, retention and build relationship with their clients • Achieve high merchant engagement and satisfation which translates into a high Net Promoter Score (NPS) • Regular performance monitoring of targeted metrics and implementation of necessary actions to achieve set objectives • Analyze processes to identify and eliminate inefficiencies • Responsible for Performance Management Process of direct reports: Development Planning, regular performance Check-Ins, coaching, training according to the individuals' needs • Maintain strong relationship to the market contacts and business partners Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. Qualifications • Mandatory German Speaker • Strong People Leader • Results driven • Proactivity & Commitment • High level of integrity, willingness to learn and adapt to changes • Strategic thinking and analytical skills • Organisational skills, prioritization, meeting deadlines • Effective communication • English written and spoken • Previous experience in a sales environment and call centre articulate manner Desirable • Knowledge in MS Office (Excel, Access and PowerPoint) • Other European language (Swedish and/or Finnish is a plus)

Why American Express Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here. Proud to be recognized by Great Place to Work España - Ranked 3rd of overall Best Companies and No. 1 for Wellness & Wellbeing. To complete your application please apply on this link: http://amex.co/2rR0bQb or send your CV to [email protected]. Moreover, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact directly [email protected]