SAC Manager, Customer Service

Company Description

American Express Saudi Arabia, established in 1999, leads the financial sector with innovative payment solutions tailored for individuals and businesses. Committed to delivering excellence, the company provides advanced payment options, including credit and charge cards, designed to meet the diverse needs of its customers. As the leader in the Kingdom's card business payment sector, American Express Saudi Arabia supports financial flexibility by offering tools to manage expenses and optimize cash flow. By integrating global payment capabilities, extensive products, and world-class experiences, the team helps customers and businesses thrive. Join American Express Saudi Arabia and be part of a dynamic, forward-thinking organization driving financial innovation and success.

About the Role:

The SAC Manager leads the Save-A-Card (SAC) and service-recovery function across all CX units, ensuring retention excellence and effective resolution of high-impact cases. The role oversees SAC Supervisors and specialists, drives service-recovery strategy, and ensures consistent, high-quality interactions that protect AMEX relationships.

The ideal candidate is a strong leader with solid operational experience in CX, capable of analyzing attrition trends, identifying root causes, and implementing preventive actions that support loyalty and card retention.

Key Responsibilities:

• Manage the SAC/SAQ function and lead the SAC Supervisor and team.
• Oversee service-recovery cases, escalations, and Card Member retention activities across CX units.
• Build and execute retention strategies based on data, trends, and root-cause analysis.
• Monitor attrition patterns and develop preventive actions to improve loyalty and reduce churn.
• Ensure full adherence to AMEX complaint-handling and service-recovery standards, SLAs, and CRM documentation.
• Collaborate cross-functionally with Operations, Quality, and Premium teams to close service gaps.
• Provide coaching, feedback, and development plans for SAC teams.

Ideal Candidate

• Experience in customer experience, retention, service recovery, or call-center leadership.
• Proven people-management skills, capable of motivating and developing teams.
• Strong analytical mindset with the ability to interpret trends and translate data into action.
• Excellent communication, negotiation, and problem-solving capabilities.
• Able to work under pressure while maintaining AMEX service standards.