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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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Team Leader, Centurion Lounge – Haneda Airport

Job Description:

The Centurion Lounge Team Leader is the coach to a team of highly skilled and motivated Member Service Professionals (MSPs) that provide travel, card, concierge, and lifestyle services to American Express Card Members visiting the American Express Centurion Lounge, located in the Haneda Airport.

A successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to work together to drive outstanding business results. The Team Leader will monitor customer interactions to ensure extraordinary service, set team and individual performance goals, use performance metrics and reporting to drive performance and business results. The Team Leader will provide consistent and on-going coaching and feedback to ensure their team is performing at their highest levels.

The Team Leader is an entrepreneur who is an advocate and supporter for both their team and their customers. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious and they share a passion for growth and knowledge amongst their colleagues.

As a Centurion Lounge Team Leader, you will be responsible for:

· Creating a cohesive team environment

· Coaching your team to provide a high-touch, premium experience for all lounge guest

· Inspiring your team of MSPs to achieve their goals by providing continuous coaching, training and development; as well as, rewarding and recognizing accomplishments

· Communicating with your team to ensure that they are well informed about changes that may affect them and their customers

· Managing your team to ensure adequate servicing coverage is provided 365 days per year, which may include filling in when needed

· Evaluating team performance and creating development and action plans, on an individual level, that are owned and driven by each team member

· Working closely with the food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors

· Take an active role with promotional in-house events

· Identifying opportunities to improve operations within the Centurion Lounge, and creating and implementing creative solutions to grow the business

· Challenging yourself and your team to “raise the bar” by driving continuous improvement

Lounge Hours of operation are from 0800 - 2200, Monday-Sunday. Candidate must be able to work between these hours and days. Hours are subject to change due to business need.

Qualifications:

A successful candidate will have the following qualifications:

· Minimum 2 years’ proactive customer service experience (premium servicing a plus)

· Minimum 2 years’ supervisory experience

· Airline, lounge or travel industry experience required, including reservation experience

· Demonstrated passion for service with the ability to resolve customer issues and concerns

· Ability to successfully understand and implement policies, procedures, and programs

· Strong written, verbal and presentation skills

· Ability to manage and resolve conflict

· Ability to drive and measure business results

· Strong analytical and creative problem solving skills

· Detail-oriented with strong organizational and prioritization skills who can work well under pressure

· Ability to work flexible shifts including nights, weekends and holidays are essential

· Light to moderate lifting may be required for certain job tasks

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 salaries  Bonus incentives  Support for financial-well-being and retirement  Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)  Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need  Generous paid parental leave policies (depending on your location)  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

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