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  • Posted: Nov 3, 2021
    Deadline: Not specified
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    Ten is the world’s fastest growing concierge company, providing services to private individuals as well as more than 40 global organisations. Our 500+ experts provide travel and lifestyle concierge and loyalty programmes to more than two million members across the globe from 17 offices in 24 languages. Our members are at the centre of everything we do ...
    Read more about this company

     

    Product Manager - CRM

    Description

    Overview

    As a Product Manager for our bespoke CRM application, called Ten MAID, you will be responsible for the successful delivery and Product Management of new features, changes and improvements.

    You will work closely with our Global Product Director, other Ten MAID Product Managers, the wider Product Management team as well as our Ten Technology team in all aspects of software development, from feature discovery, to feature building, to feature optimising.

    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 working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here.

    Key Responsibilities:

    • Manage requirements gathering and analysis for specific developments considering regional or programme specific differences.

    • Responsible for writing user stories, acceptance criteria and specifications for new features, bugs or functionality improvements for the CRM application (Ten MAID).

    • Lead the product development lifecycle in partnership with the CRM Development and QA team.

    • Ensure your priorities are met in Sprint planning and keep your finger on the pulse of any changes to prioritisation.

    • Perform Product analysis to assess the need, urgency and impact on the Product for any requested changes and action accordingly.

    • Improve the usability of Ten MAID, in conjunction with the Product Design team, paying special attention to Lifestyle Manager efficiencies, service provision and future developments.

    • Respond to requests and enquiries for product information and/or changes.

    • Responsible for supporting and assisting Operations with any training needs, in particular managing operational readiness in advance of product releases.

    • Provide proactive updates and information sharing in relation to any defects or enhancements in the Product.

    • Create, maintain and update operational and product documentation on existing processes and functionality, such as functional specifications and data flows.

    • Work closely with the wider Product Management team as well as our Product Design team to combine user testing & insights to ensure good product decision making.

    • Run regular consultations with subject expert matters to generate ideas and find the right solution satisfying user, business and client needs.

    • Key contributor to the ongoing transformation of Ten MAID.

    Requirements

    A successful candidate will have:

    • Proven experience in creating and managing product specifications (user stories, acceptance criteria etc)

    • Product Management experience with a CRM application (e.g. Salesforce, SAP, Oracle, Microsoft, etc) highly desired or an internal company tool or application

    • Experience in using JIRA and AGILE methodology

    • A process driven, methodical and detail orientated mind.

    • Passion for all aspects of the user experience.

    • Ability to work in a fast-paced environment and is motivated by delivering results.

    • Commercial acumen.

    • A drive to keep learning and developing as a Product Manager.

    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.

    Preference will be given to candidates in alignment with the employment equity plan of the organization

    Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.

    go to method of application »

    Financial Assistant - EMEA

    Description

    The main responsibility of the role is to ensure end to end accounting of the member transaction postings, this can be services booked on behalf of our members for Travel and/or Lifestyle. It will be important to have a keen eye for detail and enthusiasm to learn as the role covers a significant volume of transactions. Over time the role has the possibility to support and develop in wider finance functions.

    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 working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here.

    Core Responsibilities: Member Transactions

    Transactional:

    • Posting Sales and Cost of Sales for member transactions
    • Reconciling and paying supplier statements pertaining to member travel/lifestyle
    • Posting and Reconciling bank transaction in the accounting system
    • Posting and Reconciling all control accounts on a weekly basis
    • Reconciling all BS nominals related to member travel/lifestyle
    • Performing Month-end closures – prepayments, accruals, deferrals, etc.
    • Reconciling Intercompany and Intercompany Debtor control pertaining to member transactions
    • Posting and Reconciling Stock related items
    • Assisting in cashflow forecasting for member transactions including producing monthly member cash values
    • Raising and Reconciling monthly Single use credit cards
    • Managing member payments and direct debits
    • Bank Reconciliation
    • Uploading invoices for the member accounts
    • Ownership of Private membership inbox
    • Reconciling and clearly maintaining private membership related nominal accounts
    • Producing Monthly Balance Sheet schedules with clear commentary
    • Preparing Aged Debtor and Creditor reports
    • Full ownership of Mailboxes (Email Inbox)
    • Liaising with Relevant Team in terms of reporting or queries
    • Dealing with daily Help Desk queries such as processing refunds, customer care or any other necessary requests
    • Any other adhoc queries such as helping with month end on other business units

    Private Membership:

    • Managing member payments and direct debits
    • Bank Reconciliation
    • Uploading invoices for the member accounts
    • Ownership of Private membership inbox
    • Reconciling and clearly maintaining private membership related nominal accounts

    Reporting:

    • Producing Monthly Balance Sheet schedules with clear commentary
    • Preparing Aged Debtor and Creditor reports

    Other Responsibilities:

    • Full ownership of Mailboxes (Email Inbox)
    • Liaising with Relevant Team in terms of reporting or queries
    • Dealing with daily Help Desk queries such as processing refunds, customer care or any other necessary requests
    • Any other adhoc queries such as helping with month end on other business units
    • Assisting during audits
    • Supporting EMEA Accountants and wider finance team when needed
    • Any other tasks and projects required by the wider finance team, on an ad-hoc basis

    Requirements

    • Candidate will need to be based in Cape Town
    • Studying towards an Accounting qualification (ACCA, CIMA or Equivalent)
    • Good mathematical skills
    • Proficient in Excel
    • Good communication and networking skills.
    • Self-motivation as well as working well within a Team
    • Good understating of ATOL, ABTA, TOMS etc is a definite plus - For Travel related responsibilities
    • Knowledge of additional language (German, Spanish) is beneficial but not crucial.

    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.

    Preference will be given to candidates in alignment with the employment equity plan of the organization

    Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.

    go to method of application »

    Travel Support Specialist | Global

    Description

    Job Summary:

    As an expert in the travel market you will use your knowledge, experience and know how to deliver best in class service specific to Travel, working to achieve the goals and objectives of the Global Travel Strategy/Proposition. You will provide support to our regional travel teams with complex requests including, but not limited to, ticket issuing, reissuing, cancellations, refunds and exchanges, along with supporting our Commercial and Finance teams with ensuring accurate booking data is stored in our back-office systems. Your exceptional comprehension of the GDS booking technology and passion for travel, will help to drive supplier revenue results through utilizing relationships and/or contracts to achieve peak performance within Travel.

    Essential Duties and Responsibilities:

    Systems

    • GDS - Amadeus
    • Travel Back-Office System
    • CRM
    • Travel Portals / Systems as required
    • Tens Online Platform

    Support

    • First line of support for Global Disaster Recovery
    • Part of the core global 24/7 coverage for Travel Operations as a Travel Support Specialist
    • Assist & coach Lifestyle Managers to help develop their GDS skills
    • Assist & support Lifestyle Managers to identify the right schedules/fares for flight bookings
    • Support Team Managers carry out monthly Quality Assessment of Travel Lifestyle Managers
    • Create new vendors in our back-office system as required
    • Assist with out of hours product support for the online platform [password resets/queries]
    • Sense check all bookings secured via the online platform
    • Manage staff travel requests for employees globally

    Fares & Ticketing

    • Quality check of all PNRs
    • Ticket flight reservations for Lifestyle Managers in required markets within agreed SLAs
    • Action and support flight changes, reissues, cancellations and revalidations within agreed SLAs
    • Process refunds for reservations booked and issued through our IATA(s)
    • Manage queues daily in Amadeus; action and/or allocate per regional requirements
    • Liaise with Lifestyle Managers regarding schedule/equipment changes; include bookings made via Virtuoso
    • Manage and seek resolution for any ADMs/ACMs received from airlines for reservations booked and issued through our IATA(s)
    • Support and manage ARC / BSP reconciliation
    • Support payment reconciliation & commission log; including balance/collection reports
    • Track and monitor the Travel & Expense Forecast for Staff Travel Requests; support with keeping under the global fiscal year budget
    • Any other reasonably requested items
    • Create confirmations in our travel back-office system for travel bookings

    Amadeus Queues

    • Manage queues daily in Amadeus; action and/or allocate per regional requirements
    • Liaise with Lifestyle Managers regarding schedule/equipment changes

    Finance / Supplier Revenue

    • Manage and seek resolution for any ADMs/ACMs received from airlines for reservations booked and issued through our IATA(s)
    • Support and manage ARC / BSP reconciliation
    • Support payment reconciliation & commission log; including balance/collection reports
    • Track and monitor the Travel & Expense Forecast for Staff Travel Requests; support with keeping under the global fiscal year budget

    Other

    • Any other reasonably requested items

    Behavioral Expectations

    As a Travel Support Specialist, you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude, and setting high standards for yourself.

    Supervisory Responsibilities:

    No direct reports.

     

    Requirements

    Job Requirements:

    Education/Experience:

    • GDS experience booking Domestic & International Flights including Published and Net Fares; Amadeus preferred
    • Knowledge of Travel industry regulations and operating licenses
    • Experience working with IATA, ARC and BSP
    • Well-travelled with a good international understanding of different destinations
    • Excellent research skills
    • Comprehensive knowledge of Office Word, MS Outlook

    Knowledge, Skills and Behaviors:

    • Able to communicate in a confident manner with both verbally and via email
    • Ability to be able to perform work accurately and thoroughly independently
    • Passion for delivering high quality personalized support
    • Well-earned and proven reputation for genuinely outstanding service to customers
    • First-hand experience of creating tailor made luxury packages for high net worth clients from start to finish
    • Sales professional with extensive experience and outstanding achievements in sales with a tour operator, travel agent or concierge travel business putting together flight inclusive travel itineraries
    • A proven track records for impeccable time management and organizational skills
    • Adaptability to an evolving business and think globally
    • Initiative and creativity to ensure the needs of our members are met and exceeded at regularly
    • Experience in handling customer escalations to resolution
    • Ability to handle sensitive and confidential company matters with discretion
    • Sound commercial judgment with an ability to identify suppliers and negotiate benefits for our members
    • Proven multitasker with an ability to juggle multiple priorities simultaneously
    • Flexibility to work weekends/early/late shifts in order for our team to provide 24/7 service to our Lifestyle Managers is a must. Hours can vary from 7AM – 11PM local time.

    Others

    • Experience in the customer service or hospitality industry strongly preferred

    Method of Application

    Use the link(s) below to apply on company website.

     

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