Engagement Executive at Ten Group

Key Responsibilities

Accountabilities include but are not limited to:

• Make outbound calls, as per our evolving Engagement Strategy, to members that may be new to the service, have not used the service for some time or have abandoned their recent request for some reason
• Take inbound membership enquiries in an inspiring manner, to encourage sign up and appropriate future use of service, as well as collecting the right data for us to make informed decisions within future product and marketing positioning
• Skilfully seek out reasons for a member’s slow-down in use, inactivity or cancellations and look to reverse each and recapture the member’s membership
• Understanding dissatisfaction, the drivers and how we can solve these
• Understanding, make readily available to colleagues, report, and feedback member preferences, enabling us each interaction with the member to be personalised and build instant rapport
• Act as the advocate for the member at Ten, with a focus on enhancing how we help them understand how to make concierge work for them as an individual
• Ensure new members are expertly welcomed to the concierge, ensuring that they feel connected to as an individual and understand how they personally best use the service
• Improve how we speak with first time users, suggesting and supporting improvements
• Identifying what actions will make a step change in the future of our onboarding processes

Requirements

• Candidate must be based in Cape Town
• Excellent verbal and written communication skills
• A sense of empathy and ability to connect with our members and our people quickly
• A natural curiosity that leads to effective questioning
• A ‘can do, will do’ mindset, willing to get whatever is needed done
• A high sense of ownership in everything you do, it all counts to you
• A role model (or the ability to become so) in the understanding of Ten and its service offering, including our platform and global set up and how the service can be adapted to each individual member
• Proven track record of building trust with members

Benefits

• Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
• All our employees also enjoy a range of benefits regardless of where they are based. Not only do we offer a remote work option, but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program – this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.

Other benefits that Ten offer, specific to the South Africa office, range between access to ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use, all the way through to various discounts on both travel and entertainment events (the latter is of course available regardless of location). There are also lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide!) whilst enjoying our latest fruit drop.

We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car) and, one of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.