Director & Head, Global Travel & Lifestyle Servicing Germany & Austria (mfd), Frankfurt am Main

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical financial and mental health through each stage of life. Benefits include:

• Competitive base salary
• Bonus incentives
• Support for financial well-being and retirement
• Flexible working model with hybrid onsite or virtual arrangements depending on role and business need
• Healthy Living activities including insightful health and workout webinars and medical screening
• Healthy Living activities or relaxation programs with showers on site
• Subsidized company fitness membership with Family Plus 1 at Egym Wellpass
• Integrative and helpful benefits for parents including first-aid rooms for privacy while breastfeeding emergency childcare services and childcare subsidies
• Occupational health consultation for workplace health advice
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Amex Flex offers our colleagues flexibility to develop personally and professionally while ensuring that the special benefits of our unique personal culture are preserved. In Germany we have concluded an agreement with the works council with specific directives on Amex Flex. Depending on role and business needs colleagues work either on site in a hybrid model or completely virtually.

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

At American Expressourcultureisbuilton a 175-yearhistoryofinnovationsharedvaluesand LeadershipBehaviours and anunwaveringcommitmenttobackourcustomerscommunities andcolleagues. AspartofTeam Amexyoullexperiencethispowerfulbackingwithcomprehensivesupportforyourholisticwell-beingandmanyopportunitiestolearnnewskillsdevelopasaleader andgrowyourcareer.

Hereyourvoiceandideasmatteryourworkmakesanimpact andtogetheryouwillhelpusdefinethefutureofAmerican Express.

Travel & Lifestyle Servicing (TLS) is a critical differentiator for American Express Premium products particularly Centurion and Platinum delivering world-class Travel and Lifestyle experiences that exceed the expectations of our most discerning Cardmembers. TLS brings the companys vision of providing the worlds best customer experience to life through a combination of exceptional service centers globally and rapidly expanding digital servicing capabilities.

GTLS (Global Travel & Lifestyle Servicing) is undergoing significant transformation to evolve our servicing model accelerate digital and relationship-led channels and position our teams for long-term growth in an increasingly complex customer and travel landscape.

The Director & Head TLS Germany & Austria will be accountable for leading the Germany & Austria premium servicing strategy and operations driving transformation of the servicing model and partnering closely with global TLS ICS (International Card Services) /GCS (Global Commercial Services) and market counterparts. This leader will deliver operational excellence financial performance people leadership and innovation across one of the largest and most strategic GTLS markets. This role is a key member of the GTLS International Leadership Team.

How will you make an impact in this role

Premium Customer Experience & Operational Leadership

Lead end-to-end Travel & Lifestyle servicing for the Germany & Austria market ensuring 24/7/365 high-touch support for Platinum and Centurion Cardmembers.

Deliver consistently against the Premium servicing promise balancing customer satisfaction operational efficiency and commercial outcomes.

Uphold and evolve service levels to ensure availability speed and differentiated quality both in-person and via digital channels.

Drive strategic transformation of the servicing model through multi-skilled consultants expanded online capabilities automation and new interaction channels.

Strategic Transformation & Global Alignment

Champion Germany & Austrias role in the global TLS transformation working closely with global product capability and operations teams to adopt and deploy future-state servicing frameworks.

Lead implementation of cross-market initiatives including digital enhancements productivity tools service improvement programs and global operating model shifts.

Serve as a thought partner across global TLS leadership contributing to innovation in service delivery service recovery and complaint resolution.

Financial Management & Business Growth

Manage a sizable P&L (Profit & Loss) ensuring disciplined financial performance forecasting and budget controls.

Expand Online Travel adoption and shift from offline to digital channels to drive customer engagement cost efficiency and increased share of wallet.

Identify and execute new revenue and servicing opportunities informed by internal data industry trends and competitive landscape insights.

Stakeholder Partner and Market Leadership

Act as the primary GTLS point of contact for Germany & Austria market leaders ICS /GCS partners and Premium product stakeholders to support acquisition and product strategies.

Build and maintain relationships with key suppliers external travel/lifestyle partners and local vendors to enhance competitiveness and service quality.

Key contact with 3rd party vendors supporting servicing for market

Represent GTLS Germany/Austria in senior leadership forums across Europe as needed.

Serve as key member of Germany Country Executive Team (CET)

People Leadership & Organizational Development

Lead and inspire a diverse organization of 250 colleagues including people leaders Relationship Managers Travel Consultants and support teams.

Build a highly engaged inclusive culture with strong coaching learning and talent development practices that prepare future leaders.

Guide leaders through change ensuring clarity of vision and execution discipline across the transformation journey.

Champion colleague experience; maintain a high-performance culture with clear expectations and accountability.

Risk Regulatory and Compliance Stewardship

Ensure Germany & Austria operations meet the highest compliance regulatory and control standards in alignment with global TLS and market requirements.

Drive strong governance process improvements and operational rigor across domestic and international servicing activities.

Minimum Qualifications:

Proven senior leadership experience overseeing large-scale customer service or operations teams (100 employees) with demonstrated success in complex matrixed environments.

Strong track record driving digital transformation operational excellence and large-scale change programs.

Demonstrated ability to deliver premium high-touch customer experiences ideally with UHNW (Ultra-High Net Worth) or affluent customer segments.

Commercial and financial acumen with experience managing sizable P&L ownership productivity levers and multi-channel servicing models.

Experience collaborating across markets and global teams with strong relationship management skills and the ability to influence without direct authority.

Exceptional communication skills that inspire align and mobilize teams toward a strategic vision.

Strong understanding of premium travel and lifestyle operations; experience with multiple servicing channels is highly advantageous.

Ability to coach and develop leaders address performance gaps and support ongoing capability uplift.

Fluent English language skills fluent German would be an advantage

Employment eligibility to work with American Express in Germany is required as the company will not pursue visa sponsorship for these positions.