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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. As part of Team Amex, you'll experience this 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. How will you make an impact in this role? The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the London Heathrow Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express. It is our mission to become essential to our Card Members by providing differentiated products and services. It is our duty to make Membership come to life every day. MSPs do this by: • Welcoming and providing access to our Card Members upon arrival at reception, • Being accountable and taking ownership of the customer's experience from beginning to end, • Creating innovative ways to resolve customers' issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer, • Employing the Customer First philosophy in meeting customers' needs and expectations, • Providing concierge and lifestyle recommendation, • Providing travel consultation and minimal reservation assistanc e, • Accommodating needs of our Card Members, by partnering with our food and beverage lounge partnersLounge Hours of operation are from 05:30am - 10:00pm Monday-Sunday. Hours are subject to change due to business need. American Express is an equal opportunity employer. Employment eligibility to work with American Express in the U.K. is required as the company will not pursue visa sponsorship for these positions. American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Employment eligibility to work with American Express in the U.K. is required as the company will not pursue visa sponsorship for this position. American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. Minimum Qualifications: A successful candidate will possess the following qualifications: • Minimum of 1 year recent experience servicing premium customers, • Airline, lounge or travel industry experience required, including reservation experience, • Passion for servicing customers with proactive solutions, • Exceptional communication skills, delighting the customer with every single interaction, • The ability to listen to the customer's needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received, • Must exhibit the utmost professionalism and maintain a positive attitude in all interactions, • The ability to rely and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment, • Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members' experience at the forefront of everything you do, • Must be resourceful and capable of using the Internet effectively to research, • Adapt to an ever changing environment and being resilient, • Ability to work flexible shifts including nights, weekends, additional hours when needed and holidays is essential, • Light to moderate lifting may be required for certain job tasks Employment eligibility to work with American Express in the [Enter Country Here] is required as the company will not pursue visa sponsorship for these positions.We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: • Competitive base salaries, • Bonus incentives, • Support for financial-well-being and retirement, • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location), • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need, • Generous paid parental leave policies (depending on your location), • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location), • Free and confidential counseling support through our Healthy Minds program, • Career development and training opportunities Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Sales Manager We are looking for a Sales Manager to join our team on site in the sales and marketing suite at at our brand new Audley Site, Headley Court this Autumn. The new retirement village will safeguard the future of the Grade II listed historic mansion house and restore the extensive landscaped grounds, which will be made available for the local community to enjoy for the first time in its history. We develop and run villages with the wow factor that enhance the lives of our owners, their family and their friends. Through our two brands, Mayfield Villages and Audley Villages, we offer stylish apartments and houses complete with the best facilities from bistros and bars, to health clubs and swimming pools. And, of course, exceptional service throughout. What's more, through our dedicated care teams we provide owners as well as customers out in the local community with the support they need to remain independent. It's retirement, but not as the UK has known it. The planned new luxury retirement village near Leatherhead will include 112 apartments, the Audley Club health and wellbeing suite, and a restaurant. Role Purpose Reporting into the Regional Sales Director, this role is responsible for the sales team’s performance and has the overall responsibility for achieving the sales targets for that village. Principal Accountabilities and Responsibilities: • Managing leads and distributing across the team – ensuring all telephone, online and walk-in enquiries are followed up and appointments are scheduled in the CRM, • Conduct regular 1:1 selling skills assessments with the Sales Consultants in a supportive/continuous improvement approach which feeds through to a Coaching and Development plan for each team member. Updating Clear Review with feedback and objectives, • Completes regular planning sessions with their Regional Sales Manager to advance the pipeline, • Effectively build the value in the brand maximizing overall revenue opportunity, • Identifying areas of opportunity aligned with the sales process, • Effective objection handling skills and creative follow up, • Advance the database through regular planning sessions with the Regional Sales Director and Sales Consultant to advance each sales opportunity through the sales process, • Creating and organising sales events aligned with database opportunities, • Continue to innovate, develop services and generate new ideas, • Demonstrates belief and passion in the Audley brand and product, • Presenting the Audley brand to all customers in an informed manner, providing information which is fully documented, • Ensures all activity/conversations/discussions are documented in CRM for compliance and proof of transparency, • Develop a culture of delivering an exceptional service to clients, ensuring all commitments are met and expectations are exceeded, • Ensuring each sale is achieved through integrity, transparency and involve the care team where appropriate to avoid post-move in challenges, • Building and maintaining relationships with other departments and key stakeholders across the village, • Keeping in constant contact with purchasers and solicitors throughout the sales process to ensure timely exchange and completion to minimise cancellations, • Providing regular reports on volume and timelines of enquiries, • Contribute to the wider team sales tactical plan requirements, • Experience in a sales management within a consultative, high value arena with a proven track record of achieving personal and team targets, • Proven experience of excelling in a target driven, customer facing environment, • Experience in coaching, leading and developing teams to deliver results, • Able to demonstrate resilience, self-motivation and negotiation skills, • Able to adapt approach and communication style depending on audience in order in influence effectively, • Demonstrate a high level of empathy with a proven track record of building customer relationships over a long sales process and delivering a high level of service, • To capture and reflect the organisation values and behaviours Working with Audley is a long-term career prospect, because we develop our sites in phases, and resell apartments when they become available. We'll help you develop, too, with sales training throughout your career, including a management development programme. What’s more, there are wider opportunities throughout the Audley Group, including with our sister brand, Mayfield Villages. • Competitive salary, • Incentive plans, • Commission Scheme, • Membership to our employee discount portal with access to discounts at all major retailers., • Membership to our Healthcare cash plan scheme, • Pension Scheme, • 25 days holiday plus 8 Bank Holidays, • Saturday working on a rota basis (typically 1 in 3) AV_CHP

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