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About the Role

The Director, Client Management is a senior client and people leadership position responsible for leading a portfolio of complex, strategic merchant relationships and a team of Client Managers. The Director will have general management responsibility for the portfolio, including setting its strategic direction, driving commercial performance, and ensuring strong execution against both client and American Express priorities.

Responsibilities

Set the overall strategy and priorities for the portfolio, driving profitable charge volume, revenue, and share growth through a deep understanding of merchant businesses, client priorities, industry dynamics, and American Express capabilities.
Lead, coach, and develop a team of Client Managers, establishing clear priorities and accountability while building commercial, relationship management, and leadership capabilities across the team.
Establish and deepen relationships with senior and C-level merchant executives, positioning American Express as a trusted strategic partner and ensuring strong engagement across key relationships.
Identify and pursue opportunities to expand American Express relationships, including acceptance, B2B, marketing, partnerships, and other growth initiatives that generate incremental volume and value.
Lead and support complex negotiations, developing innovative and profitable deal structures, pricing scenarios, value levers, and card acceptance agreements that balance client objectives with American Express economics.
Lead strategic and analytical client conversations that demonstrate the value of the American Express relationship and translate merchant priorities into compelling solutions and growth opportunities.
Maintain strong oversight of portfolio economics and client profitability, identifying opportunities to optimize financial performance while balancing growth, investment, and long-term relationship objectives.
Safeguard merchant relationships and champion the client experience, proactively addressing issues, driving satisfaction, and ensuring coordinated and effective engagement across American Express.
Cultivate and leverage relationships across American Express, partnering with teams including Strategic Partnerships, B2B, Marketing, Finance, Pricing, Risk, Operations, Compliance, and Legal to develop and execute integrated client solutions.

Requirements

Experienced people leader and relationship manager with a proven ability to lead teams responsible for complex, strategic client relationships and deliver strong commercial results.
Demonstrated ability to develop and execute portfolio and client strategies that drive profitable growth, deepen relationships, and uncover new business opportunities.
Strong track record of consultative selling and business development, including the ability to identify client needs and successfully sell B2C, B2B, and other strategic programs and initiatives.
Significant experience leading complex commercial negotiations, with strong knowledge of financial economics, profitability levers, and deal structures.
Strong financial and analytical acumen, with the ability to evaluate opportunities, understand portfolio economics, develop business cases, and make sound commercial decisions.
Exceptional executive presence, communication, and presentation skills, with demonstrated ability to lead and influence senior and C-level discussions both internally and externally.
Proven people leadership capabilities, including the ability to coach and develop talent, set clear direction, foster accountability, and build high-performing teams.
Demonstrated ability to influence without direct authority and mobilize cross-functional teams in a highly matrixed organization.
Strong strategic thinking, problem-solving, and execution skills, with the ability to prioritize effectively and deliver results across multiple complex initiatives.
Demonstrated curiosity, creativity, and initiative, with a track record of identifying new opportunities and developing innovative solutions.
Role requires approximately 30% travel.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Skills

Relationship management
Consultative selling
Negotiation
Strategic thinking
People leadership
Commercial acumen
Financial acumen
Analytical skills
Executive presence
Communication
Presentation skills
Problem-solving
Execution
Curiosity
Creativity
Initiative

Location

U.S.

Work Type

Hybrid
Onsite
Virtual

Experience Level

Director
Senior

Education Level

Bachelor's degree required
Advanced degree a plus

Salary/Compensations

Competitive base salaries
Bonus incentives

Benefits

6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

About the Company

Global Merchant and Network Services (GMNS) is the merchant network of American Express, responsible for acquiring and managing relationships with merchants that welcome American Express-branded Cards.
Our objective is to be an indispensable payments partner to our customers while delivering differentiated products, services, insights, and capabilities that meet their evolving needs.
Our goal is to drive sustainable growth and premium economics for both our merchant partners and American Express.
The National Client Group (NCG) within GMNS is responsible for overseeing relationships with some of the largest and most strategic U.S.-based merchants.
Our goal is to build enduring partnerships with our merchants and help them grow while expanding American Express acceptance, spend, and share.
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues.
From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
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.

Equal Opportunity

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
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