Proposition Coordinator at Ten Group

Description

Overview

We want to drive and successfully manage our members requests which are driven through proposition assets and marketing or through specified client gifting and loyalty programs.

• For gifting programmes we will effectively manage the fulfilment of gifts through agreed processes with the client

• For Proposition assets we want to drive and develop supplier relationships to deliver unique experiences, products and offers which are added value to the concierge service that members receive.

To effectively manage and support on the day to day running of selected projects; whilst working in a busy and pressurized environment, you will ensure exceptional customer service at all times to any member. You will have an excellent knowledge of the projects and working processes, enabling you to effectively manage the requests, increasing member’s satisfaction.

You will be the main point of contact for our members and will deliver exceptional customer service at all times to any member or supplier. You will respond to queries via phone and email in a professional and timely manner resulting in a smooth customer journey. By developing an in depth understanding of the member requirements and internal booking processes you will drive process improvements across all projects you are involved in.

You will cohesively work with wider team including Team Managers, Partnership Managers and Proposition team Leads including Offers, Events, Dining and Entertainment to deliver on requests driven through planned marketing activity ensuring we’re achieving on team objectives and targets.

Your enthusiasm and drive to deliver exceptional customer experience will mean you are always up to date with current gifts, events, products and offers to action and enhance a member’s request whilst ensuring continual improvements to operational procedures. You will be highly organised and ensure you manage your time effectively to meet all deadlines.

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

To find out more about Ten, please watch this short video here.

Key responsibilities

• To take full accountability of the end to end customer journey including but limited to:

• Member communication: delivering a first response, ensuring members are updated by their preferred contact method and by the deadline agreed and to be available to answer any calls or queries members may have

• Process payments or refund requests when required

• Guestlist Management: To ensure that for all member event enquiries that members are added to relevant guestlist ensuring their place post payment, sending confirmation and reminder emails

• Reconcile relevant invoices for member events or gifting programs with our supplier base

• To have extended knowledge of all the current assets across Proposition which are being marketed to members and the processes agreed

• You will have knowledge of all marketing scheduled and will ensure communication on the following:

• Cancellation of any future marketing if an event guest list is to near to or full

• Highlight when further marketing is required for unfilled guest lists

• You will have in-depth knowledge of all the current partnerships live across various platforms for each of our different corporate clients

• Assist with the setup of internal systems; ensuring we have all the relevant content on our systems to ensure the team can effectively manage member requests

• To support when required with the management of inboxes and homepages ensuring all member requests are managed within the agreed deadlines

• You will need to support on member complaints to resolution stage and ensure all internal processes are completed to correctly log the query or complaint details

• Work closely with Partnership Managers and Proposition Leads ensuring all assets have maximum exposure to members

• To ensure you are fully aware of all best practice and are consistently adhering to these

• Be accountable for improving efficiency across the team; continuously developing and improving processes, sharing successes and implementing processes learnt from other teams or regions

• Propose and implement new strategies, campaigns and processes to impact on the growth of new and existing clients; to positively impact on member satisfaction/NPS and efficiencies

• Contribute to wider strategic goal for the EMEA team or for wider regions with support from Global Director and Head of Region

• To manage your workload in the most effective way in order to deliver on the requirements for all member and internal deadlines

• To create and nurture a culture of success, professionalism, and mutual support within the team

Requirements

Skills and previous experience:

• Broad working knowledge of key brands and partners globally across various lifestyle industries (dining, entertainment, retail, events)

• The ability to work to agreed targets and adapt to change as required to ensure targets are achieved

• Can demonstrate experience of working within a customer-lead industry and strives to continuously deliver excellent customer service

• Proven experience in operational support role

• Exceptional time management and ability to multi-task effectively

Behaviours

• A passion for working in a business that places members and customer service at their core as well as commercial success

• Always looking for opportunities to operationally improve processes and efficiencies

• A natural communicator who always takes the time to keep their team and colleagues informed and up to date

• Great people skills; you will be recognised as a supportive, effective and highly driven colleague. Having the ability to work effectively and professionally during period for high pressure

• Strive to be a team player who is flexible and is not afraid to get involved in all elements of the member journey and internal processes