Relationship Manager

The SBS Account Development Team is a key part of American Express International Card Services and maintains relationships with small and medium clients in Australia & New Zealand, supporting business owners with products and services to help them run and grow their businesses.

The SBS Account Development Executive position is responsible for managing a dynamic Small Business Services portfolio, with the goal of growing billing, lending and acquisition revenues whilst focusing on customer retention via effective pipeline management. The role is also responsible for identifying, qualifying and converting Internal Acquisition (IA) opportunities to support customer growth and achieve broader business objectives.

To be effective, the ADE is required to interpret information from a variety of sources including customer conversations, internal data and analytics resources and external sources to uncover and convert growth opportunities. Ensuring a positive customer experience with every interaction is paramount. The successful candidate will demonstrate strong sales execution, pipeline discipline, and accountability for achieving portfolio growth, acquisition, retention, and product penetration objectives.

• Drive billings growth through application of consultative selling skills to identify and secure spend expansion opportunities.
• Identify, qualify and convert Internal Acquisition (IA) opportunities to drive new business growth and increase customer acquisition outcomes.
• Cross-sell additional products and solutions to support customer growth and increase product penetration.
• Drive lending growth by identifying customer financing needs and referring or fulfilling opportunities as appropriate.
• Maximise retention to meet defined overall portfolio targets for growth and customer engagement.
• Effectively manage and maintain a robust sales and acquisition pipeline to ensure achievement of growth objectives.
• Utilise internal data, analytics and customer insights to prioritise opportunities and maximise sales effectiveness.
• Maintain a high level of knowledge for related products, underwriting policy, systems and processes.
• Think conceptually and analytically to ensure we are maximizing the most positive customer experience.
• Demonstrate individual accountability for achieving sales, acquisition, retention and productivity metrics while maintaining strong risk and compliance standards.
• Performance Expectations & Success Measures

• Deliver growth across billing, product penetration, acquisition and cross-sell, including MGM referrals and supplementary cards.
• Drive pipeline health, opportunity conversion, customer engagement and sales productivity while meeting individual and team targets.
• Proven relationship management and consultative sales experience, with a strong record of exceeding growth targets.
• Strong portfolio, acquisition and pipeline management, including identifying, developing and converting new business opportunities.
• Excellent stakeholder management, influencing and negotiation skills, with the confidence to constructively challenge the status quo.
• Ability to build trusted relationships with business owners and financial stakeholders, including accountants, financial controllers and CFOs.
• Strong commercial and financial acumen, including working capital and cash flow conversations.
• Strong analytical, problem-solving, communication and organisational skills, with effective prioritisation.
• Collaborative team player who shares ideas, works independently and takes ownership of business, customer and acquisition outcomes.
• Demonstrated commitment to customer focus, accountability, risk, compliance and quality standards.
• Core capabilities: Consultative Selling, CRM, Business Development, Portfolio & Pipeline Management, Commercial Acumen, Data-Driven Decision Making, Influencing and Collaboration.