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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 ...
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
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.
Your role is to drive business operations and workflow by effectively managing the Proposition Coordinators, ensuring you have full ownership and accountability of your team’s workload and performance. We want to drive and successfully manage all requests for our proposition assets for our members ensuring these are managed by the appropriate Coordinator with the right skills and expertise.
Your role is to lead on the workflow and resource and effectively manage and support on the day to day running of selected projects; whilst working in a busy and pressurized environment, you will ensure your team continuously delivers 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 team ensuring we are achieving performance targets for efficiency and member satisfaction.
You will monitor their performance to ensure they are responding to queries via phone and email in a professional and timely manner resulting in a smooth customer journey. By effective leadership and in depth understanding of each team member we will ensure they are adhering to all member requirements and internal booking protocols, driving processes and efficiency improvements across all areas.
You will cohesively work with the EMEA Proposition team including Partnership Managers, Head of and Director to ensure we’re achieving on team objectives and targets. To support in the establishing wider knowledge of our department ensuring the greatest possible awareness across other teams, LMs and Team Managers.
You will always think ahead, to develop and execute new strategies and processes supporting the Proposition Heads of and Director to deliver significant impact on growth and team revenue. To have the ability to drive and implement new innovations and changes with support and buy-in from Senior Stakeholders across the business.
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 for the line management and performance of Proposition Coordinators
To set measures and targets for the team that contribute to the overall business need and ensure theses are communicated timely so that the team know at the start of the month how and what they need to perform to.
To manage the performance of your team so that they meet and aim to exceed targets and deliver superb service at all times meeting the member satisfaction and quality assessment targets.
To regularly review request management; listening to calls and reading communication, to ensure service quality is consistent and of a high quality. Work closely with MS team to benchmark results and service levels and use the QA and NPS results to coach your Coordinators through prompt and regular feedback, seeking opportunities to improve performance.
To conduct monthly 121s and performance reviews every 3 months, identifying areas to coach, mentor in order to maximise performance. To set objective for each individual and follow through on all points agreed in order to support personal development of each individual.
To identify and develop high calibre performers so that they progress within Ten.
To identify, deliver and implement changes to working practices and systems that will ensure significant improvements in profitability, member satisfaction, business efficiency or sustainability.
To manage resource plans and rotas for your team to be agreed well in advance and are implemented and maintained accurately in order for the team to handle member’s requests effectively and avoid any gaps in coverage.
To manage lateness, sickness or punctuality issues by individuals following HR guidelines so that any effect to service delivery is minimised.
To identify and highlight to Proposition Heads or Partnership Managers any gaps or issues in our direct supplier base and work with the Partnership Managers to overcome these challenges or gaps and ensure the member receives the best possible service. To ensure that your team are thoroughly aware of the suppliers they should be using for a request so that the members receives the best service from our most knowledge person in the requested area.
To ensure you use your judgement and personal skills to recognise the needs to provide or request short term support to and from the other teams when unexpected resource or demand issues arise and implement to maintain achievements of targets.
To support in maintaining relationships with partners during an offer or event period to ensure we are nurturing an ongoing sustainable relationship for future growth; supporting on any issues or escalations.
To monitor performance of partnered suppliers and ensure they are delivering a consistently high-quality service; driving improvements to member satisfaction/NPS and efficiencies. To flag to relevant Partnership Manager any issues with their Partners for them to manage directly.
Ensure that all Coordinators are carrying out best practice and adhere to all client policies
To ensure you are fully aware of all best practice and are consistently adhering to this; to ensure you are acting as a role model for Proposition Coordinators following all the current processes and procedures
To work with the Head of Region/Director to create a holistic strategy for improving efficiencies, processes and member experience/NPS.
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, corporate revenue and efficiencies
Contribute to wider strategic goal for the global team or for wider region 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 of the client and internal deadlines; to be role modelling in time management and organisation
To be a beacon of best practice in your leadership style at all times, to create and nurture a culture of success, professionalism, and mutual support within the team
Role model’s Ten’s values and embeds them in the strategic and day to day management of the team
Be available to lead, maintain and support on any established client relationships when required
Requirements
Skills and previous experience:
Experience in people management
Broad working knowledge of key brands and partners globally across various lifestyle industries (dining, retail, ticketing)
Ability to initiate and lead on new business initiatives and proposal; ensuring these are aligned with the team’s key objectives
Can demonstrate experience of working within a customer-lead industry and strives to continuously deliver excellent customer service
Project management; being able to manage highly complex global projects with multi-stakeholders internally and externally
Account management; to interact with Senior stakeholders building trust and loyalty, ensuring you deliver on all requirement agreed, point of escalation and present new business initiatives
Analytical decision maker; using performance data and leadership skills to drive results
Behaviours
Proven track record of people management and leading a team to success
Natural commercial drive; always seeking new opportunities and creativity with the partnerships, clients or internal stakeholders. A natural networker who can develop and implement new initiatives to commercially impact the team and business
A passion for working in a business that places members and customer service at their core as well as commercial successA natural communicator who always takes the time to keep their team and colleagues informed and up to date
Great people skills; you can demonstrate the ability to influence senior stakeholders and colleagues across teams and will be recognised as a supportive, effective and highly driven colleague. Having the ability to work effectively and professionally during period for high pressure
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.
Description
Overview
We want to drive and develop partnerships to deliver unique benefits, offer, events and experiences for our corporate clients and concierge members globally. We want this part of our service to be commercially driving revenue across the business.
Your role as Partnership Manager will be driving growth in our partnerships across various industries, identifying relevant brands and retailers, negotiating the best rates, offers and events. You will take full accountability for your partnerships ensuring you deliver on all client and member requirements focussing on driving increased engagement online and offline, ensuring the business has excellent knowledge of your partnerships, as well as identifying other revenue opportunities such as commission.
Your enthusiasm to secure great offers, events or benefits will ensure we’re consistently adding value to our core service offering. You will always be up to date with current market trends and what competitors are delivering, ensuring our members are receiving unique, exciting partnerships which are best in market. You must be eager to develop your knowledge based on where Ten is growing or where corporate clients require.
You will always be thinking ahead, being innovative and creative with identifying new ideas and suppliers ensuring that you are playing an active part in developing our Global Offers & Events Strategy.
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 for the partnerships and contracts you secure; ensuring offers are better than or best in market, events are unique and compelling and where it’s right to secure commission agreements
To maintain relationships with partners during an offer or event period to ensure we are nurturing an ongoing sustainable relationship for future growth; repeating successful partners
To monitor performance of partnered suppliers and ensure they are delivering a consistently high-quality service; driving improvements to member satisfaction/NPS and efficiencies
Monitor redemption, data analytics and demand of a brand or service to ensure it’s resonating with the member base. Based on this continued understanding make improvements to the team strategy by client and region; ensuring we have offers or events in place which are driving engagement, acquisition, loyalty and revenue
Work closely with Content and Marketing department ensuring all offers and events have maximum exposure to members
To be continuously aware of competitors and what they are delivering to ensure we are always one step ahead in the market
To ensure you are fully aware of all best practice and are consistently adhering to these
To have a holistic strategy for approaching partners; ensuring we have a consistent sourcing approach and methodology
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, corporate revenue and efficiencies
Contribute to wider strategic goal for the global team or for wider region 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 of the client and internal deadlines
To create and nurture a culture of success, professionalism, and mutual support within the team
Work with Client Services and Regional Business Development Managers with any client related matters; supporting on new business proposals
Be available to lead, maintain and support on any established client relationships
Requirements
Skills and previous experience:
Experience in procuring products, events, benefits and offers, contract management and negotiation
Broad working knowledge of key brands and partners globally across various lifestyle industries specifically retail and dining.
Ability to initiate and lead on new business initiatives and proposal; ensuring these are aligned with the team’s key objectives
Can demonstrate experience of working within a customer-lead industry and strives to continuously deliver excellent customer services
Behaviours
Proven track record of negotiating and procuring offers or events
Natural commercial drive; always seeking new opportunities and creativity with the partnerships, clients or internal stakeholders. A natural networker who can develop and implement new initiatives to commercially impact the team and business
A passion for working in a business that places members and customer service at their core as well as commercial success
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
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.
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