Bilingual Travel & Concierge Experience Manager

About the role

American Express Travel & Concierge Experience (TCE) is seeking a bilingual manager to lead its Canada operations. The role focuses on delivering extraordinary travel and concierge services to Premium Card Members while fostering a high‑performance, well‑being‑focused culture for the team.

Key responsibilities

• Coach and develop Team Leaders and Travel Consultants to design unforgettable trips and experiences.
• Establish a coaching culture centered on colleague well‑being and continuous feedback.
• Set clear individual and team performance goals, monitor metrics, and drive business results.
• Oversee customer interactions to ensure service excellence and elevate the overall customer experience.
• Build relationships with internal partners and external suppliers to create innovative access solutions for customers.
• Design and implement initiatives that boost colleague engagement, inclusion, and a sense of belonging.
• Assess team competencies and create development plans owned by employees.

Required profile

• Minimum 3 years of successful leadership experience, preferably in travel, hospitality or customer‑focused environments.
• Strong coaching, mentoring and people‑development skills.
• Ability to thrive in ambiguous situations and lead teams through change.
• Entrepreneurial mindset with a passion for both employee and customer advocacy.
• Excellent communication skills in English and French.

Required skills