Head of Travel and Lifestyle at Ten Lifestyle Group

Head of Travel and Lifestyle role overview

Ten Lifestyle Group Cape Town office has seen sustained and substantial growth over the past two years. This exciting new role will be to manage the operational day-to-day running of our local teams in conjunction with our regional offices across our Travel, Lifestyle, Dining and Ticket portfolios.

• Manage and assist Team Managers in meeting targeted performance levels through creating a motivated and dynamic team. People Development & Retention, Job Output, Call SLAs, Workflow Management and QA through Daily NPS are all key deliverables from an operational and business perspective.
• To contribute to the overall success target and the strategy for EMEA Travel & Lifestyle which ultimately feeds into the success of our Global Travel & Lifestyle Programs and to own and drive the strategy for Ten within our region.
• To act as a deputy to the Director of Service Delivery South Africa & Middle East.

Key responsibilities:

• Line Management of between 7-10 FTE.
• Contribute to the strategy for EMEA Travel & Lifestyle and ensuring that there are plans in place for growth in efficiencies, member satisfaction and profitability of the departments.
• Contribute to and drive wider strategic operational goals for our office and region and contribute to our bi-annual business and regional reviews.
• Bring your operational and business nous to ensure strong staff retention policy that ensures we recruit and retain the top talent in the market.
• In conjunction with the Team Managers, own NPS results and feedback improvements for the region by identifying daily/weekly/monthly key trends from NPS analysis and QA on areas for improvements and successfully implement training and coaching plans in collaboration with our Training & Development team to resolve any challenges.
• Manage monthly appraisals and performance management ensuring the team are hitting agreed targets and deadlines for the period.
• Ensure workforce management best practices are in place to ensure Team Managers have sufficient rota/staffing coverage within their teams through engagement with the EMEA Lead Planner.
• Work with Team Managers & Workflow Managers to drive efficiencies and to further grow revenues streams through increased account/scheme proactivity.

Key skills required:

• Minimum of 7+ years proven leadership at a strategic and/or department level including management of managers
• Excellent know-how in the area of Operations Management as well as the management of and controlling of performance output within a footprint of 100 + FTE environment
• Knowledge of the travel and lifestyle industry and dealing with UHNW or HNW clients
• Very good analytical skills, structured way of working combined with pragmatic problem-solving skills and result oriented work methods
• Innovative thinker who always strives to further improve our service delivery standards
• Great leader, team player and motivator with excellent social skills
• Confident presenter in both written and verbal communications

Benefits:

• 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.
• Monthly Treats on Ten (on the tenth of each month!) but employees also get 3 extra days of annual leave in their third year and and a paid 1 month sabbatical every 5 years.
• We operate a Ten Loyalty Reward program – this is a bonus that is awarded once length of service milestones are reached.
• ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
• Access to lots of great travel and entertainment discounts
• There are 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.

Please note: Preference will be given to candidates in alignment with Ten's employee equity plan.