Job Description

American Express Global Business Travel (GBT) is dedicated to helping its customers realize the greatest possible value from their investment in travel through increased cost savings, outstanding customer service and greater spend control. GBT equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers advised. Providing a combination of industry-leading booking technology, travel management consulting expertise, strategic sourcing and supplier negotiation support, and customer service available around the world, around the clock, online and offline.

We?re moving faster than ever and introducing new products, services, and strategies that will redefine the travel industry and bring greater value to our business customers. Our customers? success expands our success, so we put our heart and soul into helping them achieve results that exceed all expectations. As the world?s largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes. With approximately 12,000 employees and operations in nearly 120 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing outstanding traveler care. At American Express Global Business Travel, we are driven by opportunity. Join us and upgrade to an outstanding career.

Positioned at the intersection of commerce and travel, American Express Global Business Travel delivers outstanding value to its clients by providing a total run travel program with end to end products and services, global access and local expertise, outstanding customer care and deep insights to help move people and businesses forward. American Express Global Business Travel provides leading travel solutions, consulting services and end to end meeting and events capabilities. Our innovative offerings help clients optimize the return on their investment.

As part of the Commercial organization, the Virtual Client Engagement role (CEM) serves as a key member of the GBT GC Account Management Team. The CEM will support the client, client management, client management leaders and customer contacts on a day-to-day basis. Must have business travel industry knowledge to deliver outstanding compliance, savings and traveler experience.

The successful candidate must be able to:

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  Lead day-to-day activities to drive program optimization, improved compliance and customer happiness.
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  Be a key point of contact for the client?s travel program assisting with tactical day to day navigation of support requests and travel information
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  Provide end to end support for day to day travel program maintenance and issue resolution.
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  Facilitate end to end resolutions utilizing internal resources and partnering with GBT support groups.
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  Drives results by operating with a sense of urgency, employing effective time management to deliver results within deadlines
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  Gathers and shares standard methodologies across clients.
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  Function as the key liaison between client management and Traveler Care to ensure program connectivity.
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  Provide general assistance for monthly reporting packages and ad hoc data.
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  Understand data process flows into the MI reporting tools and how other products and services impact the tools and data (GSI, Data Corrections, Refund/Void processes, etc.)
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  Research and respond to client escalation issues.
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  Address customer issues with speed and efficiency.
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  Support requests as needed working directly with the GBT GC support teams

This role will collaborate with the Client Travel management group as a travel program point of contact.

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  Knowledge to support tool & site administration assistance for online tools (e.g. OBT, EMT, Control Centre, etc)
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  Knowledge of GDS (Apollo) & Compleat functionality

This position will also require the individual own and/or partner with the GBT GC commercial team on the account relationship with Shared Travel Services and provide overall Client Program support to the Client Services Manager and STS Account Managers. Coordinate with GBT overall program management teams and sub-contractors, Production, Maintenance and Operations towards creating solutions for the client.

Qualifications Include:

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  Corporate travel proven experience required.
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  3-5 years client management or operations experience.
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  Capability to handle multiple priorities and deliver timely.
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  Reliability and a strong focus on delivering to a consistently high quality and level of accuracy.
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  Effective communications skills, both written and verbal
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  Extensive Customer Service Skills
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  Highly organized and detail oriented
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  Ability to work in a team environment
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  Ability to run multiple priorities and good time management skills
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  Ability to identify issues or challenges requiring escalation
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  Bilingual (French/English) required
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  Knowledge of Government of Canada travel program an asset

Location Canada - Virtual Location


It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.



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