Proposition Coordinator at Ten Lifestyle Group

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:

• Please note candidates based in Cape Town will only be considered
• 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

Behaviors

• 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 recognized 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