Director, Client Management

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.

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.

The successful candidate will demonstrate exceptional relationship management, consultative selling, negotiation, strategic thinking, and people leadership capabilities. They will be responsible for developing and executing strategies that drive profitable charge volume, revenue, and share growth while strengthening long-term merchant partnerships. The Director will also play a critical role in identifying new business opportunities, mobilizing resources across American Express, and ensuring the team delivers differentiated value to clients.

This role requires a commercially minded leader who can operate effectively across multiple complex relationships and priorities, engage confidently with senior and C-level executives, and lead a high-performing team in a fast-paced, highly matrixed environment.

Responsibilities

• Portfolio Strategy & Commercial Leadership: 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.

• People Leadership: 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.

• Executive Relationship Management: 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.

• Business Development & Growth: Identify and pursue opportunities to expand American Express relationships, including acceptance, B2B, marketing, partnerships, and other growth initiatives that generate incremental volume and value.

• Negotiation: 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.

• Consultative Selling: 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.

• P&L & Portfolio Management: Maintain strong oversight of portfolio economics and client profitability, identifying opportunities to optimize financial performance while balancing growth, investment, and long-term relationship objectives.

• Merchant Experience: Safeguard merchant relationships and champion the client experience, proactively addressing issues, driving satisfaction, and ensuring coordinated and effective engagement across American Express.

• Cross-Functional Leadership: 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.

Qualifications

• 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.

• Bachelor’s degree required; advanced degree a plus.

• 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.

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.