Calling Concierge and or Travel Experts who are seeking to join an award-winning, crisis-resistant travel and leisure company working on specialist products. This is hybrid or fully remote working depending on current base location that gives you that work life balance that everyone wants!

Our Cape Town office has seen sustained and substantial growth over the past few years. In lifestyle management no two days are ever the same. You will use your knowledge, contact and know-how to deal with interesting and often complex requests. As a native Arabic language specialist, you will be primarily dealing in the following areas: Travel, Retails, and Entertainment including restaurants and ticket knowledge in several destinations within MENA region, Europe, US, Asia world-wide. You will use your expertise to help our members get the most from their lives, whilst growing knowledge within your team and across the company as a whole. You will use your research and communication skills to provide personalized solution to our members request within specified time frames.

Responsibilities

• Manage requests in line with agreed deadlines, proposing an excellent choice of restaurant options, and fully engaging with the member to maximise the conversion of requests to bookings.
• Promote the wider Ten business to our members and suggest/take briefs for other teams in the business (e.g. tickets, travel, motor, home improvement etc.).
• Manage your home page ensuring that jobs and tasks are completed on time and others can quickly identify priority jobs in your absence.
• Assist Team Leaders and Member Satisfaction team when resolving customer care issues related to jobs you have carried out for members, using your own personal contacts with key restaurant staff where possible.
• To demonstrate you can confidently negotiate a benefit with suppliers (i.e.: restaurants, transfers) and be able to obtain a booking when the member cannot themselves.
• To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly
• To maintain high standards of service and communication with the member throughout the request/member journey
• To keep administration and research relating to the members or the members requests up to date in real time on the in house knowledge managers system in a timely manner with 100% accuracy to ensure the members requirements are clearly translated into the right actions to minimise any potential confusion that can be caused by mistakes
• To ensure that any requests that could result in commission for Ten are capitalised on and accurate invoicing is produced.
• To confidently give member the belief that if you are unable to secure their first option that the Concierge Specialist is then offering the next best option

Your Profile:

• You will need to be flexible to work rotational shifts. This will be allocated between 20:00pm-08:00am, Monday-Sunday.
• Only candidates who currently resides and have the legal correct visa rights to live and work in SA will be considered
• Fluency in English and Arabic is required. Excellent written & oral communication is a MUST. Fluency in Arabic is mandatory. Knowledge of other languages is a benefit, but not a necessary requirement. Please be prepared to take a language test in any language you mention as a skill.
• Knowledge and experience in working in the travel, dining and lifestyle sector – such as firsthand experience booking flights, hotels, restaurants, concerts, theaters and have confident to make other reservations or researches
• An understanding of the luxury lifestyle and affluent customers.
• 3+ experience in leisure orientated sector of business, hospitality, customer service, concierge or call center
• Exceptional verbal and interpersonal skills when dealing with members, suppliers and clients, working in a calm and professional manner at all time
• Dedication to customer satisfaction and a willingness to do what it takes to get the job done, acting with tact and diplomacy and demonstrating excellent problem solving skills
• Outstanding communication skills, both written and verbal
• The ability to provide intelligent and resourceful replies to members and clients requests while maintaining a commercial focus.
• Strong administration skills and be able to prioritized workloads to meet strict deadlines
• An enthusiasm to work with an emphasis for detail and follow through as required. The highest customer service standards are expected and must be maintained at all times
• Computer literate to a high level and proficient with all Microsoft Office programmes (Excel, Word, PowerPoint)
• Having knowledge and experience in working in the travel sector such as firsthand experience booking flights, hotels and making other travel reservations and have confidence in issuing tickets, making changes and amendments is a plus
• Experience with GDS or/and TTS would be advantageous
• You must be flexible to work rotational shifts.

• Energetic and motivated team players who enjoy the challenge of meeting and beating targets

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also through 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 to support development.

Rewards designed around you:

• A competitive salary depending on experience - 20% Night shift allowance Monday-Saturday and 50% on Sunday's
• Flexible work arrangements including Hybrid work possibilities ; with up to 60% Home Office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car).
• ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.
• Safe & secure offices in the Foreshore with complimentary off-street parking.

Who We Are
Ten Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

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 continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video This is what we Do!

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.

“Ten works with a small, preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time.”

See more jobs at Ten Group Openings

Apply for this job

Overview

We want to drive and develop partnerships with retail brands to deliver best in market offers 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 Retail Partnership Development Manager will be driving growth by securing new partnerships across various industries, identifying relevant brands and retailers, negotiating the best rates and offers for our members. You will take full accountability for your partnerships ensuring you deliver on all client and member requirements focusing 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 and 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 Retail Offers Strategy.

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 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

Skills & Qualifications

• Experience in procuring products, benefits and offers, contract management and negotiation
• Broad working knowledge of key retail brands across a range of sectors
• 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
• Proven track record of negotiating and procuring offers
• 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

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:

• A competitive salary will be offered depending on experience
• Offer flexible work arrangements including Hybrid work possibilities
• Annual Leave of 25 days per annum and an additional 3 extra days of annual leave in the third year
• One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
• Lucrative Ten Loyalty Rewards program
• Remote Working Holidays - Travel and Work for up to 4 weeks per year!
• Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Possibility of growth within a dynamic and international company

Who Are We

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Coutts, Bank of America, Westpac and Royal Bank of Canada.

As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

Looking ahead, Ten's strategy revolves around four key areas:

• Deliver a world-class member experience
• Invest in technology
• Expand contracts with new and existing clients
• Establish a foothold in new markets by leveraging its market-leading service proposition

For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.

“Ten works with a small, preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time.”

See more jobs at Ten Group Openings

Apply for this job

RESUMO DA POSIÇÃO:

Na Ten, nossa meta é simples: nos tornarmos a empresa de serviços mais confiável do mundo.

Já somos líderes globais de mercado em serviços de gestão de estilo de vida e concierge, fornecendo serviços de uma forte rede global de escritórios com mais de mil funcionários.

Nós entregamos nosso serviço por meio de uma combinação da plataforma exclusiva e proprietária da Ten, habilitada por tecnologia, e da expertise de nossos Lifestyle Managers altamente treinados. A Ten está crescendo rapidamente e tem planos ambiciosos para inovar, continuar inspirando e continuar melhorando a vida de milhões de membros. Você nos ajudará a chegar lá?

No Estágio em Folha de Pagamento, você dará suporte ao processo de folha de pagamento do Brasil. Revisando documentos de contratação, enviando formulários administrativos internos, organizando arquivos de funcionários, dando suporte a processos de auditoria e outras atividades relacionadas.

Você trabalhará em estreita colaboração com a equipe mais ampla de People Ops.

Para saber mais sobre o que fazemos, clique aqui.

PRINCIPAIS ATIVIDADES

• Auxílio na revisão da documentação de novas contratações e acompanhamento com os candidatos caso seja necessário confirmar e adicionar novos documentos

• Suporte no envio de formulários administrativos internos e atualização de relatórios

• Apoio na emissão de medidas disciplinares para posterior aprovação do responsável pela área

• Auxílio na atualização mensal de dados dos colaboradores

• Suporte no atendimento ao colaborador via Portal do RH

• Apoio para encontrar e coletar documentos para processo de auditoria

• Organização e atualização do arquivo de documentação física dos funcionários

• Cursando superior em Administração, Gestão de RH ou cursos correlatos;
• Inglês intermediário
• Conhecimento abrangente de Word, Excel e Outlook.

COMPROMISSO COM A DIVERSIDADE

Incentivamos a diversidade de filosofias, culturas e experiências. Apreciamos a diversidade e nos dedicamos a criar um ambiente de trabalho inclusivo para nossos funcionários. Essa ideia une as equipes da TEN. Todos os aspectos de nosso relacionamento, inclusive a decisão de contratar, promover, disciplinar ou demitir, serão baseados em mérito, competência, desempenho e necessidades comerciais.

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About us

Ten Lifestyle Group is a leading, technology-enabled lifestyle and travel platform, providing trusted concierge services to its members 24 hours a day, 365 days a year.

Our goal is simple: to become the most trusted service business in the world. We are the global market leader for travel and lifestyle management services, providing services from a strong global office network with over one thousand employees.  

We use our expertise, technology, and scale to get our members direct access to the best travel, entertainment, dining and luxury retail services.

Ten is growing quickly and has ambitious plans to innovate, keep inspiring and to continue to improve the lives of millions of members. Will you help take us there? 

About the role

We are looking for a Team Manager to manage a team of 5-17 “Lifestyle Managers” (concierges) who are specialists at delivering solutions to members’ requests. 

Responsibilities:  

Service Delivery 

• To manage resource plans and rotas for your team, to be agreed well in advance. Each to be implemented and maintained accurately for the team to handle member’s requests effectively and avoid any gaps in coverage. 

• To take responsibility for providing sufficient coverage for the wider business and not just your own team needs. Ensure sufficient coverage on weekends, evenings, and bank holidays to always maintain 100% service delivery. 

• Work closely with IT and Finance to ensure that Lifestyle Managers (Concierges) always receive prompt and effective support for PCs, telephone system, and the knowledge management system. Take personal responsibility for ensuring problems are resolved and Lifestyle Managers can work speedily and efficiently. 

• To set measures and targets for the team that contribute to the overall business need and ensure these are communicated in a timely manner. The team should know, at the start of the month, how and what they need to perform to. 

• To manage any lateness, sickness or punctuality issues by individuals following HR guidelines so that any effect to service delivery is minimized. 

Development and Performance Management 

• To manage the performance of your team of Lifestyle Managers so that they meet and aim to exceed job and supplier revenue targets and always deliver superb member satisfaction.

• To regularly review requests managed by Lifestyle Managers, listen to calls and read communication, to assess Member Satisfaction within your team. 

• Work closely with the Service Improvement Team to benchmark results and service levels, using the QA results to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance.  

• To conduct monthly 121s, and performance reviews every 4 months for the team, identifying improvement areas and offering coaching to maximize performance.  

• To identify and develop high calibre performers so that they progress within Ten. To work with your line manager as to ensure Lifestyle Managers progress through the formal development programs, ensuring staff retention and effective succession planning. 

• To ensure that all team members are aware and understand all relevant HR policies while encouraging adherence. 

• To oversee pre-employment screening for new starters (by working closely with HR) to ensure this is completed within the individuals’ probation period.   

Supervisory Responsibilities

• Understand and perform the daily, weekly, monthly, and quarterly Team Manager duties independently, on time, and without direction. 

• Manage the time, attendance, and performance of your team to include response times, targets, and quality of work. 

• At all times, maintain a working knowledge of all programs your team support and duties your team perform. 

• Maintain a sense of urgency surrounding active support of team members and team buy-in. 

• Bachelor's degree or an equivalent combination of education and experience. 

• 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 record for impeccable time management and organizational skills. 

• Experience in handling customer escalations through to resolutions.

• First-hand experience with creating tailor made luxury packages for high-net-worth clients from start to finish. 

• Fluent English, both written and spoken

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Why join us?

·        We are the global market leader

·        We are entrepreneurs

·        We invest in technology

·        We invest in people

·        And most importantly, we are fun and we have fun!

Learn more about Life at Ten here.

Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

See more jobs at Ten Group Openings

Apply for this job

We are looking for a passionate, motivated and resourceful individual to join our Dining team. As a Specialist you will be fulfilling Dining and Lifestyle requests on behalf of our members, including fulfilling luxury dining requests, including booking the world’s top restaurants and planning of special events and occasions for our high net worth members mainly in the US but covering several destinations world-wide.  

Your exceptional customer service skills,  use of your knowledge of the American dining scene and overall passion for dining will deliver superb member satisfaction and repeat usage of Ten for dining and other request types throughout the business. 

The role will require some evening and weekend shifts. 

You will be fully accountable for meeting and exceeding customer service targets as well as working within the team to meet department targets.  To attain these targets you will work with our partnered suppliers and preferred list of restaurants.    

As a Specialist, your knowledge and passion to stay up to date in an ever changing industry is essential. You and in turn the team should always be up to date with current market trends, what competitors are delivering and what our members are obtaining access to from our competition.  

You will be required to keep a keen and intimate understanding of our service offering and the expertise of your colleagues to succeed in matching potential member needs and offering a rich, world class service to members. 

You have to have the ability to work in a fast paced environment with deadlines being ever present.    

KEY RESPONSIBILITIES 

• Working with members primarily by telephone to take the brief and understand what they are looking for and to identify their preferences and interests proactively 

• To acknowledge requests and provide a detailed response to the member to meet or exceed their expectations within the required deadline  

• To liaise with members, suppliers and Ten staff to provide the best possible content as a response to a members request  

• To always act in the best interest of the member, ensuring their needs are met  
• To resolve each job in the most resourceful, intelligent way  

• To investigate opportunities to add value to the request and exceed the members expectations  

• To ask the member open questions in order to better understand their needs, interests and requirements  

• To talk to members about other areas of the service in order to encourage full use of the service and repeat business  

• To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly  

• To maintain high standards of service and communication with the member throughout the request/member journey  

• To demonstrate you can confidently negotiate with suppliers, to deliver the best possible service to our members 

• Provide communication via our CRM system by email for the members 

• Represent the business externally e.g. at networking events or restaurants to enhance and strengthen the company’s profile. 

• Keep up to date with newly opened restaurants and recent events across the assigned area 

• Meet monthly KPI’s on Commission, NPS and Efficiency  

• Minimum of 2 years working within the dining industry  

• Acute attention to detail is crucial to the success of the role  

• Can work on multiple requests and sourcing options from various suppliers according to the members needs 

• Be flexible and adaptable to a change of priorities and complete requests within the given timeframe 

• Exceptional verbal and written communication skills, combined with demonstrated problem solving ability  

• A deep sense of empathy and ability to connect with members quickly  

• A ‘can do, will do’ mindset, willing to get whatever is needed done  

• A high sense of ownership in everything you do, it all counts to you 

• A starter-finisher mentality  

• Incredible ability to drive noticeably high member satisfaction  

• Adaptable in times of uncertainty and significant change 

• Comprehensive knowledge of Office Word, MS Outlook 

OTHER 

• 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 colleagues informed and up to date, always considers the best way to tailor communication to different individuals rather than robotically forwarding emails  

• Excellent English language skills, both written and spoken.

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

See more jobs at Ten Group Openings

Apply for this job

We want to drive and develop our dining proposition and partnerships to provide our members priority/guaranteed access to the top restaurants around the globe.  To deliver unique key benefits and experiences for our members and relevant corporate clients with specific dining programmes across all of Ten’s markets. Your role is to be commercially driving revenue across the business and delighting members through positive NPS results and feedback. 

Your role as Head of will ensure that you are working with other key stakeholders; Ensuring that together as a team the dining proposition is delivering and meeting business expectations by achieving key metrics. You will take full accountability for dining partnerships ensuring you deliver on all client and member requirements, including but not limited to strategic partnerships growth in key markets for both online and offline services, revenue, NPS, customer service and sustainability.  

You will be fully accountable for sharing awareness of your work across other departments and offices, ensuring they have an excellent knowledge of our partnerships/proposition and are making the most effective use of them.  

As industry lead, your knowledge and passion to motivate and drive performance of lifestyle managers, operational teams and the platform should consistently be shared. You (and in turn the dining team(s)) should always be up to date with current market trends, what competitors are delivering, what our members are obtaining access to, unique market leading partnerships, eager to develop ticket knowledge around you, based on growth of Ten and corporate clients. 

You will think ahead to develop and execute new strategies and processes ensuring growth of dining relationships, team revenues and member experiences. To have the ability to drive and implement new innovations and changes with support and buy in from senior stakeholders across the business.   

1. Responsibilities 

• To take full accountability for all proposition partnerships and contracts secured by you or by others that fall under the dining category globally where allocated.  

• Develop a clear strategy to ensure we have best in market offers and access (e.g. held tables) and commission agreements in place, where relevant  

• Seek new opportunities for growth in access for UHNW market and large scale opportunities for mass affluent programmes. To be accountable for delivering against campaign performance KPIs.   

• To continuously lead dining experts across the globe to maintain relationships with partners to ensure we are nurturing an ongoing sustainable relationship for future growth  

• 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 Dining Events and our access to ensure its resonating with the member base. Based on this continued understanding make improvements to the strategy by member group (or client) and region ensuring we have relationships in place which are driving engagement, acquisition, loyalty and revenue   

• Work closely with Content and Marketing department ensuring all events, access and benefits have maximum exposure to members globally both online and offline 

• To be continuously aware of competitors and what they are delivering to ensure we are always one step ahead in the market  

• To work closely with the relevant operational teams across the business to ensure you are fully aware of all best practice (including specific T&Cs, which suppliers to work with) to ensure we are consistently improving processes 

• To work with the relevant stakeholders across the business to create a holistic strategy for approaching vendors. To ensure teams across the business are kept fully up to date with changes and new processes implemented  

• To drive efficiency within dining teams (or dining requests) by continuously developing and improving processes; sharing successes and implementing processes learnt from differing regions  

• Propose and implement new strategies, campaigns and to positively impact on member satisfaction/NPS, corporate revenue and efficiencies   

• When appropriate to line manage dining partnership roles/support ensuring your team build strong proposition and that members using the service are receiving a high-quality service  

• To conduct monthly appraisals with each line report reviewing their performance and discussing their personal development 

• To set objectives with key results for each team member to ensure they contribute to the overall department objectives and global proposition. Ensure these are communicated timely so that the team know at the start of the month how and what they need to perform to 

• Contribute to wider strategic goal for the global team or for wider region with support from your Director 

• To manage any lateness, sickness or punctuality issues by individuals following HR guidelines and policies so that any effect to service delivery is minimised  
• To support and coach your team and those who contribute to the dining proposition to manage their 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 always, to create and nurture a culture of success, professionalism 

• Work with Client Services and Regional Business Development Managers with all client related matters; supporting on new business proposals 

• Be available to lead, maintain and support on any established client and member relationships  

Skills and previous experience:  

• Proven track record of negotiating and procuring relationships offers or events  

• Experience in working with Dining Booking Platforms, API distribution and venue management systems 

• Experienced in working across multiple markets with a prove track record of success 

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

• Ability to initiate and lead on new business initiatives and proposal; ensuring these are aligned with the dining  proposition key objectives  

• People management skills; Previous success motivating and driving performance in others (whether line reports or colleagues, ideally sales/negotiation team). Effectively communicating and motivating people to ensure you are always obtaining the best results.  

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

• Project management; Experience in managing highly complex global projects with multi-stakeholders internally and externally  

• Account Management: Interacted 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: Used performance data and leadership skills to drive results  

Behaviors 

• Natural commercial drive and innovation, 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 passion for motivating and developing people 

• A natural communicator who always takes the time to keep their team and colleagues informed and up to date, always considers the best way to tailor communication to different individuals rather than robotically forwarding emails and reports 

• Great people management skills; you can demonstrate the ability to influence and persuade senior stakeholders and colleagues in other departments, and will be recognized as a supportive and effective colleague particularly during busy or high-pressure periods for the business 

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

See more jobs at Ten Group Openings

Apply for this job

We want to drive and develop our dining proposition and partnerships to provide our members priority/guaranteed access to the top restaurants around the globe.  To deliver unique key benefits and experiences for our members and relevant corporate clients with specific dining programmes across all of Ten’s markets. Your role is to be commercially driving revenue across the business and delighting members through positive NPS results and feedback. 

Your role as Head of will ensure that you are working with other key stakeholders; Ensuring that together as a team the dining proposition is delivering and meeting business expectations by achieving key metrics. You will take full accountability for dining partnerships ensuring you deliver on all client and member requirements, including but not limited to strategic partnerships growth in key markets for both online and offline services, revenue, NPS, customer service and sustainability.  

You will be fully accountable for sharing awareness of your work across other departments and offices, ensuring they have an excellent knowledge of our partnerships/proposition and are making the most effective use of them.  

As industry lead, your knowledge and passion to motivate and drive performance of lifestyle managers, operational teams and the platform should consistently be shared. You (and in turn the dining team(s)) should always be up to date with current market trends, what competitors are delivering, what our members are obtaining access to, unique market leading partnerships, eager to develop ticket knowledge around you, based on growth of Ten and corporate clients. 

You will think ahead to develop and execute new strategies and processes ensuring growth of dining relationships, team revenues and member experiences. To have the ability to drive and implement new innovations and changes with support and buy in from senior stakeholders across the business.   

1. Responsibilities 

• To take full accountability for all proposition partnerships and contracts secured by you or by others that fall under the dining category globally where allocated.  

• Develop a clear strategy to ensure we have best in market offers and access (e.g. held tables) and commission agreements in place, where relevant  

• Seek new opportunities for growth in access for UHNW market and large scale opportunities for mass affluent programmes. To be accountable for delivering against campaign performance KPIs.   

• To continuously lead dining experts across the globe to maintain relationships with partners to ensure we are nurturing an ongoing sustainable relationship for future growth  

• 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 Dining Events and our access to ensure its resonating with the member base. Based on this continued understanding make improvements to the strategy by member group (or client) and region ensuring we have relationships in place which are driving engagement, acquisition, loyalty and revenue   

• Work closely with Content and Marketing department ensuring all events, access and benefits have maximum exposure to members globally both online and offline 

• To be continuously aware of competitors and what they are delivering to ensure we are always one step ahead in the market  

• To work closely with the relevant operational teams across the business to ensure you are fully aware of all best practice (including specific T&Cs, which suppliers to work with) to ensure we are consistently improving processes 

• To work with the relevant stakeholders across the business to create a holistic strategy for approaching vendors. To ensure teams across the business are kept fully up to date with changes and new processes implemented  

• To drive efficiency within dining teams (or dining requests) by continuously developing and improving processes; sharing successes and implementing processes learnt from differing regions  

• Propose and implement new strategies, campaigns and to positively impact on member satisfaction/NPS, corporate revenue and efficiencies   

• When appropriate to line manage dining partnership roles/support ensuring your team build strong proposition and that members using the service are receiving a high-quality service  

• To conduct monthly appraisals with each line report reviewing their performance and discussing their personal development 

• To set objectives with key results for each team member to ensure they contribute to the overall department objectives and global proposition. Ensure these are communicated timely so that the team know at the start of the month how and what they need to perform to 

• Contribute to wider strategic goal for the global team or for wider region with support from your Director 

• To manage any lateness, sickness or punctuality issues by individuals following HR guidelines and policies so that any effect to service delivery is minimised  
• To support and coach your team and those who contribute to the dining proposition to manage their 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 always, to create and nurture a culture of success, professionalism 

• Work with Client Services and Regional Business Development Managers with all client related matters; supporting on new business proposals 

• Be available to lead, maintain and support on any established client and member relationships  

Skills and previous experience:  

• Proven track record of negotiating and procuring relationships offers or events  

• Experience in working with Dining Booking Platforms, API distribution and venue management systems 

• Experienced in working across multiple markets with a prove track record of success 

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

• Ability to initiate and lead on new business initiatives and proposal; ensuring these are aligned with the dining  proposition key objectives  

• People management skills; Previous success motivating and driving performance in others (whether line reports or colleagues, ideally sales/negotiation team). Effectively communicating and motivating people to ensure you are always obtaining the best results.  

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

• Project management; Experience in managing highly complex global projects with multi-stakeholders internally and externally  

• Account Management: Interacted 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: Used performance data and leadership skills to drive results  

Behaviors 

• Natural commercial drive and innovation, 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 passion for motivating and developing people 

• A natural communicator who always takes the time to keep their team and colleagues informed and up to date, always considers the best way to tailor communication to different individuals rather than robotically forwarding emails and reports 

• Great people management skills; you can demonstrate the ability to influence and persuade senior stakeholders and colleagues in other departments, and will be recognized as a supportive and effective colleague particularly during busy or high-pressure periods for the business 

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

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Reiseberater:in (m|w|d) für exklusive Privatkunden in Travel & Lifestyle Services!

Zur Ergänzung unseres Teams am Standort Zürichsuchen wir per sofort oder nach Vereinbarung eine/n professionellen, motivierten und engagierten Reiseberater:in (80-100% - w/m/d)im Bereich Luxury Lifestyle Management.

???? Deine Hauptaufgaben: Du…

• berätst unsere Kunden - Premium Karteninhaber - am Telefon und Email in Deutsch und Englisch
• bearbeitest Kundendossiers von der Ausarbeitung der Offerte bis hin zur Verrechnung von individuellen Reisen sowie in den Bereichen Restaurant/Club Reservationen, Geschenkorganisation, Tickets (Sport, Kultur), Spa/Fitness, Yacht, Blumen, Transporte, Sightseeings etc.
• nimmst Reservationen bei Fluggesellschaften, Hotels und Destinationsagenturen vor
• Ausarbeitung von massgeschneiderten Offerten und Reisedokumenten, Erstellung von Reiseprogrammen, Einholen von Visa und administrative Verarbeitung
• vermittelst mit viel Passion
• Aktiver Verkauf von Promotionen und exklusiven Events

???? Dein Profil:

• verfügst über eine abgeschlossene kaufmännische oder gleichwertige Ausbildung, idealerweise im Bereich des Tourismus
• verfügst über einige Jahre Berufserfahrung in der Reisebranche, Reiseveranstalter oder in einem Reisebüro
• verfügst über GDS Kenntnisse (vorzugsweise Amadeus) und ausgezeichnete Destinationskenntnisse sind vom Vorteil
• verfügst über sehr gute Deutsch- und Englischkenntnisse in Wort und Schrift (Niveau C1 oder höher gemäß dem Gemeinsamen Europäischen Referenzrahmen für Sprachen)
• Zusätzliche Kenntnisse in Französisch und/oder Italienisch sind ein großes Plus
• eine ausgeprägte Leidenschaft für alles, was mit Reisen und dem luxuriösen Lebensstil, inklusive an der Gastronomie, Events und Kultur
• bist dienstleistungsorientiert, flexibel und belastbar
• hast eine positive Ausstrahlung und Identifikation mit den Ten Group Werten
• verfügst über starke Kommunikationsfähigkeiten
• legst Wert auf ein außergewöhnliches Dienstleistungsangebot und lebst nach diesem Motto
• stehen zu Verfügung auf Vollzeitbasis mit einem Mindestpensum von 80%
• Flexibilität: Fähigkeit, im Schichtdienst und an Wochenenden zu arbeiten. (Bei dieser Stelle handelt es sich um eine 41.25-Stunden-Woche mit Tag-/Abendschichten. Die Schichten sind von Montag bis Freitag zwischen 8:00 - 20:00 Uhr MEZ / mit mindestens einer Spätschicht pro Woche) und mindestens eine monatliche Samstagsschicht (8:00-17:00 MEZ).

Für diese Stelle können leider keine Quereinsteiger berücksichtigt werden.

????Was Wir bieten:

• Ein motiviertes internationalles Team mit dem Sie eng zusammenarbeiten
• Attraktive Arbeitsbedingungen (z.B. interessante Reisevergünstigungen, Studienreisen, Möglichkeit von bis zu 60% im Homeoffice zu arbeiten)
• Premium Kunden, die einen hochstehenden Service erwarten
• Persönliche Betreuung eines Premium Portfolios
• Networking Events mit unseren Partnern, damit Sie immer auf dem neusten Stand sind

• abwechslungsreiche Aufgaben in einem lebhaften, internationalen Umfeld
• Gute Sozialleistungen inklusive Sabbatical nach 5 Dienstjahren
• Remote Working Holidays - Möglichkeit, bis zu 4 Wochen am Stück in der ganzen Welt zu Reisen und Arbeiten
• Entwicklungsmöglichkeiten in einem agilen und internationalen Unternehmen
• Werde Teil unseres globalen und dynamischen Teams, in dem Vielfalt im Mittelpunkt steht

????‍???? Wer sind Wir?

Die Ten Group ist der globale Marktführer im Bereich Lifestyle- und Reise-Service. Seit 1998 bieten wir dank unserem personalisierten, erstklassigen und fachspezifischen Service weltweit renommierten Unternehmen die Möglichkeit, eine maximale Kundenzufriedenheit und Kundenbindung zu erzielen. Heute arbeiten wir mit mehr als 50 globalen Unternehmen und bedienen aus 22 ausgewählten Standorten in den wichtigsten Finanzmetropolen weltweit Millionen von Kunden in über 52 Ländern.

Wer Sind Wir ? Wir sind die Ten Lifestyle Group - This is what we do!

Commitment to Diversity

Wir fördern unterschiedliche Philosophien, Kulturen und Erfahrungen. Wir schätzen Diversität und setzen uns für die Schaffung eines integrativen Arbeitsumfelds für unsere Mitarbeiter ein. Dieser Gedanke eint die Teams der TEN. Alle Aspekte unserer Beziehung, einschließlich der Entscheidung über Einstellung, Beförderung, Disziplinarmaßnahmen oder Kündigung, basieren auf Verdienst, Kompetenz, Leistung und Geschäftsanforderungen.

"Ten arbeitet nur mit einer kleinen Liste bevorzugter Personalvermittler zusammen. Bitte beachten Sie, dass wir zur Zeit keine weiteren Personalvermittlungsagenturen akzeptieren."

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JOB SUMMARY:   

Ten exists to become the world’s most trusted service provider.  As Workforce Management Analyst, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods.  Supporting a large global operation with constantly changing volume, location and language needs, you will use data, scheduling and forecasting tools to determine our ongoing staffing requirements. Success in this respect means we consistently achieve all core service level agreements (SLAs), and deliver best in class service as cost-effectively as possible.  

In addition, you will support the longer-term forecasting that ensures we are poised to effectively handle expected business growth and one-off events.  You will ensure that business leaders have the information they need with enough advance notice to right-size our teams to be in step with such business changes. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Provide the Resource Planning Daily and Hourly.

·         Provide standardized daily, weekly and monthly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region

·         Analise stat and SLA’s to ensure we have effectively scheduled

·         Ensure high visibility of the forecasting approach that informs scheduling so that other stakeholders are clear and bought into changes required to meet forecasts  

·         Manage changes to skill sets as LMs receive program-specific training and/or as mandated by changes to service teams 

·         Provide Breaks Schedule to ensure that all LMs will have breaks accordingly the local law.

·         Provide sizing of trainings and buzz to ensure that we will have the best option protect the SLAs.

·         Take overall responsibility for the route and WFM in your local region in order to maintain accuracy.

·         Investigate any SLA failure cause by schedule non-adherence, producing a root cause analysis and remedial actions for the relevant Team Managers

·         Maintain and update the rota rules ahead of each quarter as per business needs and present them to the wider group as well as support them through implementation

·         Report within your regions requirements whether that’s daily pulse, weekly inbound task reports

·         Investigate any SLA failure cause by schedule non-adherence, producing a root cause analysis and remedial actions for the relevant Team Managers 

·         Strong, sound knowledge of workforce planning and optimization with a preference for experience using at least one industry-leading Workforce Management platform  

·         High fluency in using data to provide quick, effective analysis and forecasting, including use of Microsoft Excel 

·         Fluency English.

·         Complete Graduation

Commitment to Diversity

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

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JOB SUMMARY:   

Ten exists to become the world’s most trusted service provider.  As Workforce Assistant, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods.  Supporting a large global operation with constantly changing volume, location and language needs, you will use data, scheduling and forecasting tools to distribute our demand in the best way to deliver the member request in the best time. Success in this respect means we consistently achieve all core service level agreements (SLAs), and deliver best in class service as cost-effectively as possible.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

·         Provide standardized daily and weekly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of volumes and resourcing in your region

·         Analise SLA’s and Response Time to ensure we have effectively scheduled

·         Ensure high visibility of the jobs volumes approach that informs scheduling so that other stakeholders are clear and bought into changes required to meet demand.

·         To meet or beat targeted performance SLA’s through effective allocation of demand.

·         Ensure that if last minute absence affects coverage, appropriate overtime is arranged 

·         Provide a real time control about the demand (jobs and inbound volume), unavailability and SLA’s, ensure that all stakeholders know about the real operation health.

·         Provide a strong control of overtime

·         To manage shift swaps and days off request.

·         To keep the schedules updated with vacation requests and absenteeism.

·         To support the team to take over the public holiday coverage.

·         Ensure that daily reporting on schedule adherence, unavailability and timekeeping

·         Review and report on ‘Task Exceptions’ to ensure there is no manipulation of the telephony system

·         Provide the allocation of jobs when required with the objective to met Response Time and achieve the regional efficiency.

·         High fluency in using data to provide quick, effective analysis and forecasting, including use of Microsoft Excel 

·         Graduation completed or on course

·         English is highly desirable

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Overview

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 strong global office network with over one thousand employees.   

 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 innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?  

As a Private Travel Manager, you will play a critical role in inspiring and arranging truly unique and life transforming travel for our members. You will become the organiser of choice for your member portfolio, offering a seamless, high touch service and best of breed customer service. 

Your role involves inspiring, creating and booking bespoke itineraries, developing a rapport with your allocated members and creating experiences that using your exceptional knowledge of the global travel at the highest level. 

You will work closely with the product and content teams to create marketing collateral that ignites interest from our members to trust Ten with their every travel need. 

Who we’re looking for

An experienced, dynamic and reliable individual that is looking to grow their experience within luxury travel and create a culture of excellence and integrity within the team.

KEY RESPONSIBILITIES

Service Delivery  

• Curate bespoke luxury travel itineraries tailored to the unique preferences, interests, and requirements of high-net-worth individuals for Ten Members

• Develop and maintain relationships with a portfolio of key members, family offices and corporate clients, understanding their wants and needs and putting their satisfaction at the heart of everything that we do 
• Cultivate and maintain strong relationships with UHNW clients, understanding their preferences and anticipating their needs to exceed expectations at every turn
• Help to develop, attend and host member events to promote Ten’s luxury travel offering 
• Proactively curate unique experiences for members, working closely with the product and content teams to create collateral that can be shared 
• Work closely with internal teams such as concierge services, destination specialists, and operations to ensure seamless collaboration and execution of travel plans.
• Handle sensitive client information with the utmost discretion and maintain strict confidentiality at all times.
• Produce timely, accurate and informative documentation to support travel arrangements 
• Be always on call to members when travelling 
• Keep abreast of the latest trends and developments in luxury travel, continuously enhancing product knowledge and expertise to offer innovative and cutting-edge experiences.

Guidelines for Hybrid/Home Office option:

• Number of days in the office to be agreed, however open to fully remote options
• If working remotely, a secure home office at your confirmed address, free from background noise or other distractions
• Internet service must meet minimum requirements and minimum speed check must be complete

EDUCATION/EXPERIENCE

Knowledge, Skills & Abilities

• Solid background in high end luxury travel industry, including experience in curating bespoke travel experiences, managing high-profile clients, and collaborating with luxury accommodations and service providers.
• Well-travelled and able to use your own travel experiences to inspire our members along side in-depth knowledge of luxury travel destinations worldwide.
• Experienced in working with high-net-worth clients and family offices 
• The ability to effectively sell premium services, negotiate with suppliers, and upsell additional amenities is vital for driving revenue and maximizing client satisfaction.
• The ability to build and maintain strong relationships with high-net-worth individuals
• Sound knowledge of high end product, including private jets, yacht charter, expedition travel and cruising 
• Ability to organise, attend and host events with members and demonstrate an understanding of the high-end market
• A deep commitment to providing unparalleled customer service along with the ability to anticipate and fulfill the unique needs and preferences of luxury clientele.
• Proven ability to build and maintain strong relationships with clients, as well as with partners, vendors, and other stakeholders in the luxury travel industry, fostering trust and loyalty.
• Demonstrated professionalism and discretion when handling confidential information and interacting with high-profile clients are essential to maintain client privacy and trust.
• Must be enthusiastic about creating unforgettable experiences and exceeding client expectations.

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.

Rewards designed around you outside of Medical, Dental and Vision benefits.

• A competitive salarydepending on experience, plus a performance-based bonus.
• Hybrid working. You can combine working from home and working from the office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Discount on Pet Insurance, legal advisory, and a multitude of other supplemental benefits.
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• IATAcard after 90 days which gives access to travel discounts.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Who We Are

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Coutts, Bank of America, Westpac and Royal Bank of Canada. As a Certified B Corp company, we join a global community of businesses united by a shared goal of making a positive impact on society and the environment. 

Beside offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives. As a Certified B Corp company, we join a global community of businesses united by a shared goal of making a positive impact on society and the environment. 

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

Looking ahead, Ten's strategy revolves around four key areas:

• Deliver a world-class member experience
• Invest in technology
• Expand contracts with new and existing clients
• Establish a foothold in new markets by leveraging its market-leading service proposition

For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

"Join our team spearheading an exciting growth initiative in Luxury Travel! As we expand our horizons, we’re seeking passionate individuals to drive innovation and elevate experiences. If you thrive on shaping the future of travel and delighting discerning clientele, this is your opportunity to make an impact in an industry synonymous with luxury and adventure. Apply now before 3 May, 2024 and embark on a journey where excellence knows no bounds."

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Overview

We are currently seeking a passionate, resourceful, and highly organised Account Executive to join the Client Services team. This person will be responsible for providing support to a number of Account Managers in the Client Services team with regular tasks including data analysis, project management / implementation management, marketing planning and monthly reporting.

Note: This role is an entry-level position within our organization, ideal for individuals who are beginning their career in client relationship management and sales support.

Key Responsibilities

Management information and data analytics

• Provide accurate, timely MI reports for specified accounts, accompanied by a positive commentary reinforcing the value of the service.
• Produce governance packs for monthly and quarterly client reviews
• Suggest on-going improvements to reporting tools and other business processes in Client Services in line with evolving client requirements.
• Carry out ad hoc deep dive investigations or ad hoc reports, as required.

Account Management

• To take ownership for the account management of specific small accounts
• To manage any day-to-day queries/issues with the client promptly.
• To intervene in any member satisfaction issues to ensure they are solved quickly and to minimise any damage at the account level and escalate internally where necessary.
• To ensure the lifestyle managers and the operational team are up to speed on any necessary changes to the scheme or mailers/comms being sent.
• Own positive testimonial packs, ensuring good news is being highlighted both externally and to relevant teams internally.
• To raise invoices in a timely manner and ensure payment is promptly received.

Marketing and Communications

• To brief in, monitor and approve specific mailers for specific clients, ensuring the assets and the content is tailored to the audience and will drive the best possible uptake.
• To ensure that Operations are aware of upcoming mailers and are prepared for any impact to their teams.     

Project management and implementation management

• To maintain updated trackers for specified projects / new programme launches within Client Services
• To follow up with stakeholders internally ahead of deadlines to ensure that tasks are on track
• To facilitate the necessary internal meetings to support the governance and successful outcome of the projects
• To become expert at the best practice processes to launch a new programme within Ten
• To be responsible for the client services actions required for a new programme launch with specific clients 

• Please note this is Hybrid working and only applicants based in Cape Town will be considered
• Highly organised with use of project management tools or trackers

• Ability to prioritise appropriately
• Clear, concise, confident communicator, able to influence key stakeholders
• Attention to detail
• Highly numeric with good data analysis skills
• Ability influence key stakeholders through clear communication
• Solid experience with MS Office (particularly MS Excel and MS PowerPoint).
• Experience delivering client-focused solutions to customer needs.
• Strong project management skills with proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Management of complex activities, working with multiple internal stakeholders to ensure a successful and timely outcome for the client.
• Can be fully immersed and work well as part of a virtual global team but also confident working alone to deliver results.
• Excellent listening and presentation abilities.
• Strong verbal, numerical and written communication skills.
• Great analytical skills to work on reporting and data analysis.
• To ensure you are fully aware of all best practice and are consistently adhering to these
• ·Support on improving efficiency across the team; continuously developing and improving processes, sharing successes and implementing processes learnt from other teams or regions.
• To manage your workload in the most effective way in order to deliver on the requirements of the client and internal deadlines.

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:

• Offer flexible work arrangements including Hybrid work possibilities
• Annual Leave of 20 days per annum and then an additional 3 extra days of annual leave in their third year.
• One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
• 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).
• 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 as our clients members would!
• 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!) or stunning roof-top terrace to enjoy the Table Mountain view, whilst enjoying our latest fruit drop or great coffee/tea station.
• Global Team, with diversity at its core.
• Safe and secure offices located in Cape Town Foreshore, with complimentary off-street parking.
• Possibility of growth within a dynamic and international company

Who are We

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Bank of America, Westpac and Royal Bank of Canada.

As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

Looking ahead, Ten's strategy revolves around four key areas:

• Deliver a world-class member experience
• Invest in technology
• Expand contracts with new and existing clients
• Establish a foothold in new markets by leveraging its market-leading service proposition

For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...

Commitment to Diversity

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

"Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time."

See more jobs at Ten Group Openings

Apply for this job

JOB SUMMARY:   

Ten exists to become the world’s most trusted service provider.  As Workforce Management Analyst, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods.  Supporting a large global operation with constantly changing volume, location and language needs, you will use data, scheduling and forecasting tools to determine our ongoing staffing requirements. Success in this respect means we consistently achieve all core service level agreements (SLAs), and deliver best in class service as cost-effectively as possible.  

In addition, you will support the longer-term forecasting that ensures we are poised to effectively handle expected business growth and one-off events.  You will ensure that business leaders have the information they need with enough advance notice to right-size our teams to be in step with such business changes. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Provide the Resource Planning Daily and Hourly.

·         Provide standardized daily, weekly and monthly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region

·         Analise stat and SLA’s to ensure we have effectively scheduled

·         Ensure high visibility of the forecasting approach that informs scheduling so that other stakeholders are clear and bought into changes required to meet forecasts  

·         Manage changes to skill sets as LMs receive program-specific training and/or as mandated by changes to service teams 

·         Provide Breaks Schedule to ensure that all LMs will have breaks accordingly the local law.

·         Provide sizing of trainings and buzz to ensure that we will have the best option protect the SLAs.

·         Take overall responsibility for the route and WFM in your local region in order to maintain accuracy.

·         Investigate any SLA failure cause by schedule non-adherence, producing a root cause analysis and remedial actions for the relevant Team Managers

·         Maintain and update the rota rules ahead of each quarter as per business needs and present them to the wider group as well as support them through implementation

·         Report within your regions requirements whether that’s daily pulse, weekly inbound task reports

·         Investigate any SLA failure cause by schedule non-adherence, producing a root cause analysis and remedial actions for the relevant Team Managers 

·         Strong, sound knowledge of workforce planning and optimization with a preference for experience using at least one industry-leading Workforce Management platform  

·         High fluency in using data to provide quick, effective analysis and forecasting, including use of Microsoft Excel 

·         Fluency English.

·         Complete Graduation

Commitment to Diversity

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

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JOB SUMMARY:   

Ten exists to become the world’s most trusted service provider.  As Workforce Management Analyst, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods.  Supporting a large global operation with constantly changing volume, location and language needs, you will use data, scheduling and forecasting tools to determine our ongoing staffing requirements. Success in this respect means we consistently achieve all core service level agreements (SLAs), and deliver best in class service as cost-effectively as possible.  

In addition, you will support the longer-term forecasting that ensures we are poised to effectively handle expected business growth and one-off events.  You will ensure that business leaders have the information they need with enough advance notice to right-size our teams to be in step with such business changes. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Provide the Resource Planning Daily and Hourly.

·         Provide standardized daily, weekly and monthly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region

·         Analise stat and SLA’s to ensure we have effectively scheduled

·         Ensure high visibility of the forecasting approach that informs scheduling so that other stakeholders are clear and bought into changes required to meet forecasts  

·         Manage changes to skill sets as LMs receive program-specific training and/or as mandated by changes to service teams 

·         Provide Breaks Schedule to ensure that all LMs will have breaks accordingly the local law.

·         Provide sizing of trainings and buzz to ensure that we will have the best option protect the SLAs.

·         Take overall responsibility for the route and WFM in your local region in order to maintain accuracy.

·         Investigate any SLA failure cause by schedule non-adherence, producing a root cause analysis and remedial actions for the relevant Team Managers

·         Maintain and update the rota rules ahead of each quarter as per business needs and present them to the wider group as well as support them through implementation

·         Report within your regions requirements whether that’s daily pulse, weekly inbound task reports

·         Investigate any SLA failure cause by schedule non-adherence, producing a root cause analysis and remedial actions for the relevant Team Managers 

·         Strong, sound knowledge of workforce planning and optimization with a preference for experience using at least one industry-leading Workforce Management platform  

·         High fluency in using data to provide quick, effective analysis and forecasting, including use of Microsoft Excel 

·         Fluency English.

·         Complete Graduation

Commitment to Diversity

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

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 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 strong global office network with over one thousand employees.   

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 innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?  

As a Customer Service QA Coach, you will act as an independent guardian of service standards within the business, assessing and understanding the quality of our service delivery to members. You will work alongside the Training, Client Services and the Operations teams to ensure we consistently improve in line with corporate requirements as well as our vision to become the most trusted company in the world delivering personalized services to individuals.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1.     Manage Ten North America’s QA (Quality Assurance) standards and processes.

·       Manage the QA process to ensure calls and requests are monitored and scored on time each month within each team. This will require:

-   Selecting calls, emails, and requests to be monitored each month (target will be set by Team Manager)

-   Completing review of calls, emails, requests through internal system (Genesys call & screen recording)   

-   Documenting & scoring calls, emails and requests within the QA form and uploading into Ten Data

-   If urgent attention is required to alert Lifestyle Manager, Training or Team manager of issue, and work with the Team Manager, Training or Allocator to ensure the action is delegated and completed on time.

·       Guardian check of all outbound emails through Email Proof Reading inbox including reporting & coaching in real-time

·       Work with the training team to ensure all corporate program-specific expectations are understood and communicated to TMs, LMs and the rest of the Ops team.

·       Manage initiatives & projects as they apply to quality such as Audits, homepage reviews, spot checks, email proof reading, SIP, etc..

·       Training and coaching of the new hires on CX best practices (i.e Introducing QA, QA form, CX score, EPR)

·       Assisting lifestyle managers by answering questions within internal communication (i.e. team chats, emails, phone etc)

·       Lead on internal calibration sessions

2.     Identify opportunities and work with the internal stakeholders to drive service improvements.

·       Coach Team Managers and Lifestyle Managers on Ten & client requirements for service improvement and best practice

                                      i.     Coaching sessions can include in-person side by side and virtual coaching sessions.

                                     ii.     Participate in team huddles for specific updates on service improvement.

·       Contribute to a forum with Operations Manager and key stakeholders (would include client services, operational TM, Training, CX, Proposition) to identify and understand opportunities to improve (trends) within the business.

·       Participate in Service Improvement meetings to prioritizes the issues that will make the biggest improvements to service quality that will be noticed by the client and the member.

·       Work with the service delivery teams to put solutions in place and assess the success of changes made through targeted quality audits.

·       Where appropriate, lead on projects that improve the service across teams and schemes.

·       Attend train the trainer and regular refresher sessions to build and maintain your knowledge of corporate programs.

·       Deliver training/coaching with a focus on practical learning, running group role-plays and test calls based on real-life scenarios if needed.

·       Assist in creating new coaching techniques and programs to drive improvements.

3. Client Facing and Internal Reporting

·       Lead and present in call listening sessions with Client.

·       Prepare trend CX reporting (QA, EPR, etc) in a format ready to present to internal stakeholders to enable them to drive informed and targeted service improvements initiatives.

·       Report back to the business on your areas of responsibility and contribute to the ongoing review and documentation of best practice business processes and standards.

·       Prepare and provide reporting to Lifestyle Managers and Team Manager on performance at individual or team level.

4.     Supporting Operations

·       Assist the Operations team with SLAs, including but not limited to taking calls/emails to cover lines, handling internal or external supplier issues, and creating TTS (internal back office) when needed.

·       Provide support that may vary from month to month based on business priorities.

5.     Adherence to Escalation Processes and Communication to Support Internal CX Team:

·       Ensures complaints are managed within SLA and across individual teams

·       Assist in managing any complaints raised by corporate contacts, providing analysis and summarizing process changes following internal best practices for SLAs and communication.

·       Lead efforts to decrease negative feedback and increase positive feedback by providing feedback to Lifestyle Managers and Team Managers to accurately record, enabling us to learn from mistakes and ensure improvements are made by all service delivery teams.

6.     Other duties as reasonably required.

·       Handle administrative support activities, which include, but are not limited to answering inquiries, maintaining calendar, distributing information and sending/receiving mail.

·       Manager on Duty:  may be required periodically

·       Support global or regional initiatives to enhance service quality or drive revenue efforts.

BEHAVIORAL EXPECTATIONS:
You will be expected to role model the behaviours associated with our values: Member Focused, Trustworthy, and Pioneering. This means you will deliver the highest level of service to our clients and treat all Ten employees you train as your personal clients. You will be resourceful in finding ways to improve training programs and streamline processes for future efforts, promoting efficiency of resources and business practices.

EDUCATION/EXPERIENCE:

·       Bachelor’s degree or an equivalent combination of education and experience

·       Minimum of 1 year of experience in quality assurance, preferably in a customer service or related industry

·       Proven experience in a client-facing role, including leading and presenting in meetings.

·       Demonstrated coaching and training experience, either through managing teams or as a trainer

·       Language requirement both proficiency in local language (English) both written and spoken.

KNOWLEDGE, SKILLS & ABILITIES: 

·       Flexibility to work on different shifts to cover all coaching and workload schedules, including late nights and weekends.

·       Dependable: Able to work scheduled shifts; be on time, no unjustified absences (6 months)

·       Communication - your communication style is confident and persuasive with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with management and business partners.

·       Passion for the client, member, and service delivery standards – You are an advocate for the client/member, you can demand excellence from others.

·       Tactful - Ability to show consideration for and maintain good relations with others.

·       Discretion – Ability to handle sensitive and confidential company matters

·       Common Sense - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. 

·       Responsible - Accountability for one’s conduct.

·       Independence - Ability to work independently with minimal supervision, be self-motivated.

·       Attention to Detail - Ability to pay attention to the minute details of a project or task.

·       Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

·       Project Management – Ability to organize and direct a project to completion.

·       Multitasker – Ability to juggle multiple priorities simultaneously.

·       Accuracy - Ability to perform work accurately and thoroughly.

·       Computer Proficiency - excellent computer skills in MS Office, CRM tools, and Internet.

WORK ENVIRONMENT:

Open Office Environment

Hybrid model – will require 2-3 days in office

Salary range: $45K - $57K

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

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Calling Travel Experts who are seeking to join an award-winning, crisis-resistant travel and leisure company working on specialist products. This is hybrid working so gives you that work-life everyone wants!

Ten is looking for a passionate, motivated, and resourceful individual to join our German Travel team. As an International Travel Consultant, you will be fulfilling leisure travel requests on behalf of our members, including luxury journeys on behalf of high-net-worth members, and complex flight-inclusive itineraries covering several destinations within Europe and worldwide. We are hiring best-in-class talent who are passionate, entrepreneurial and want to work in a globally diverse organization with a strong team culture.

Your exceptional customer service skills, commercial judgment, skillful use of travel research and booking technology, and passion for travel will deliver superb member satisfaction, high levels of supplier revenue, and repeat usage of Ten for travel and other jobs throughout the business.

Key Responsibilities:

• Design requests by telephone and email in German and English of individual trips (flights, hotels, villas, rental cars, railways, round trips, package deals, cruises, private jets, yachts, transfers, and VIP service) for premium cardholders, considering all the needs of the customer
• Preparation of tailor-made offers and travel documents, preparation of travel programs, obtaining visas and administrative processing
• Active cross-selling of lifestyle services for travel enquiries

If you have worked in Retail Travel, Tour Operations, Account Management or Luxury Travel apply today, this could be an excellent career progression and an opportunity to work for a growing award-winning company.

• Have the required authorization to live and work in South Africa.
• Strong and proven track record in Europe leisure sales as well as worldwide itineraries
• Experience in Travel retail or Tour operator environment essential
• Experience and sound knowledge of GDS (preferably Amadeus)
• Professional fluency (both written and spoken) in Germanand English(level C1 or higher according to The Common European Framework)
• Additional French and/or Italian proficiencyis a big plus
• Impeccable listening skills, willingness to learn, and ability to work well in a team environment
• Ability to multitask, assist where needed, maintain strong attention to detail, resolve problems independently, and work well under pressure
• Energetic and motivated team player who enjoys the challenges
• You have strong communication skills and love to provide excellent service and quality daily
• Flexibility: Ability to work shifts and weekends. (This position is a 40-hour work week with day / evening shifts. The shifts are from Sunday - Thursday; between 7:00 - 22:00 SAST / with at least one late shift per week).
• Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement with at least 2 office days.

Please note this position is not for a lateral entrant/career changer.

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.

Rewards designed around you:

• Relocation Package for the right candidate (T&Cs)
• A competitive salary depending on experience, plus a performance-based bonus. Additional Late Shift and Sunday Shift Allowances increase earning potential.
• Hybrid working. You can combine working from home and working from the office. If you don’t live near our office, then we are open to fully remote working options too.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car).
• ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Who We Are

Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

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 continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video This is what we Do!

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

Thank you for considering a career with us. Don't miss the opportunity to join our team! The application deadline for this position is 12. November 2024. Submit your application before then to be considered for this exciting opportunity. We look forward to reviewing your application!

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As a Personal Membership Manager, you will attract, impress, and retain some of our most important members at Ten, including top entrepreneurs and leaders in the worlds of business, sport, and entertainment. You will be expected to offer the very best service to an intimate and demanding group of members and your sole focus will be ensuring that you enable each individual member to truly live their life x Ten.

To do this, you will be a role model in active listening and will show eagerness to improve your understanding of each individual, their wants, needs and that of their family with each interaction. Put simply, you are an expert at building relationships progressively and at pace.

You will draw upon existing knowledge, seek out new or commons trends and build the ability to connect with prospective or your current members quickly. You will be required to keep a keen and intimate understanding of our service offering and the expertise of your colleagues to succeed in matching potential member needs and offering a rich, world class service to ongoing members. Bringing Ten’s service to life in a way that suits each unique individual will be key to ensuring that they’re gaining as much value as they can from their membership, and they grow into true advocates of our service.

Key Responsibilities

• Professionally onboard Bespoke members to Ten, tailored to their needs, ensuing that they feel connected to as an individual and understand how they personally best use the service and understand why they have invested in this membership
• Building strong, trustworthy professional relationships
• Meeting members face to face
• Personal Membership Manager are the front runners in luxury service, setting a standard for top servicing, striving to positively impact wider servicing at Ten and leading by example
• Establish strategies for low users, high users and engage members that haven’t used our service for some time, seeking out roadblocks to their use and helping the member and/or Ten navigate these
• Communicate effectively with Lifestyle Executive, enabling them to be useful, efficient and learn from the best
• To manage requests in line with agreed deadlines, proposing an excellent choice of options and fully engaging with the member to maximize the conversion of requests to bookings
• To promote the wider Ten business to our members and engage with specialists as much as possible, ensuring top standard of work and service
• To manage your daily tasks, ensuring that tasks are completed on time and others can quickly identify priorities in your absence
• To demonstrate you can confidently create relationships with suppliers and communicate to specialist teams within Ten
• To gather member feedback from members previous requests and use this feedback effectively
• To keep administration and research relating to the members or the members requests accurately up to date on Ten’s CRM system
• To think commercially and ensure that any opportunities for commission are realized
• Act as an ambassador for Ten at all times

• At least 3 years of experience in luxury lifestyle management
• A strong understanding of UHNW expectations and demands
• Understanding of and experience using a CRM system
• Exceptional verbal and written communication skills, combined with demonstrated problem solving ability
• A deep sense of empathy and ability to connect with members quickly, building trust
• Confidence in communicating with UHNW clients
• A ‘can do, will do’ mindset, willing to get whatever is needed done
• A high sense of ownership in everything you do, taking responsibility
• Confidence in delegating efficiently, and understanding the importance of following up internally and externally
• Proven track record of building trust with members
• Incredible ability to drive noticeably high member satisfaction
• Analytical in approach, with a commercial understanding to service delivery

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:

• A competitive salary will be offered depending on experience
• Offer flexible work arrangements including Hybrid work possibilities
• Annual Leave of 25 days per annum and an additional 3 extra days of annual leave in the third year
• One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
• Lucrative Ten Loyalty Rewards program
• Remote Working Holidays - Travel and Work for up to 4 weeks per year!
• Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Possibility of growth within a dynamic and international company

Who We Are

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Bank of America, Westpac and Royal Bank of Canada.

As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

Looking ahead, Ten's strategy revolves around four key areas:

• Deliver a world-class member experience
• Invest in technology
• Expand contracts with new and existing clients
• Establish a foothold in new markets by leveraging its market-leading service proposition

For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

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Join Our Team!

Are you passionate about coding and creating captivating email campaigns? We’re looking for a skilled Direct Marketing Executive specializing in Email Marketing, with strong HTML coding abilities. In this role, you’ll craft engaging communications for our members, focusing on dining, entertainment, travel, and exclusive offers. If you’re eager to use your expertise to elevate our member experience, we want to hear from you!

What You’ll Do: As part of our team, you’ll work closely with the Content team and take on a variety of tasks to ensure our email campaigns are both effective and visually compelling. Here’s what your day might involve:

• Collaborate with the Content Team in a morning stand-up meeting to plan your day
• Create dynamic email campaigns from the ground up
• Segment and analyze member data for precise targeting
• Schedule and deploy emails to our members
• Perform quality checks on email campaigns from colleagues
• Troubleshoot and resolve coding issues in email templates for optimal delivery
• Design and develop new HTML components for email campaigns

Technologies We Use:

• Acoustic and various Email Service Providers (ESPs)
• Movable Ink
• Litmus and other email testing tools
• Tableau for data-driven insights and reporting

What We’re Looking For:

This role requires a strong coding background, especially in email HTML. Here’s what you should bring to the table:

• Expertise in HTML and CSS: You should be proficient in crafting email templates and fixing any bugs.
• Interactive Email Creation: You have experience building engaging, interactive emails.
• Responsive Design Skills: Good knowledge of modular and responsive HTML and CSS is essential.
• Multilingual Experience: Familiarity with left-to-right (LTR) and right-to-left (RTL) languages is a plus.
• ESP Knowledge: Experience with Acoustic or similar ESPs is essential.
• Design Understanding: A solid grasp of email design principles.
• Problem-Solving Skills: You approach challenges with creativity and resourcefulness.
• Attention to Detail: You pride yourself on delivering high-quality work with a keen eye for detail.
• Organization & Time Management: You are highly organized and can efficiently manage your time.
• Communication Skills: Strong communication skills are vital for collaborating with the team.

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:

• Offer flexible work arrangements including Hybrid work possibilities
• Annual Leave of 15 days per annum, 20 days per annum from the second year and an additional 3 extra days of annual leave in their third year.
• One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
• 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).
• 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 as our clients members would!
• 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!) or stunning roof-top terrace to enjoy the Table Mountain view, whilst enjoying our latest fruit drop or great coffee/tea station.
• Global Team, with diversity at its core.
• Safe and secure offices located in Cape Town Foreshore, with complimentary off-street parking.
• Possibility of growth within a dynamic and international company

Guidelines for the Hybrid/Home Office option:

• Resident in South Africa
• Please note that if you live within reachable distance of the office, you will be asked to enter into a hybrid working arrangement - at least 2x per week in the office
• A secure home office at your confirmed address, free from background noise or other distractions
• Internet connection must meet minimum requirements and minimum speed must be verified.

Who We Are

Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

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 continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video This is what we Do!

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

Commitment to Diversity

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

"Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time."

See more jobs at Ten Group Openings

Apply for this job

Join Our Nordic Team as a Senior Norwegian-speaking Luxury Travel Consultant – Craft Unforgettable Experiences for High-End Clients!

To complement our Nordic team in London, we are looking for a Senior Norwegian-speaking Luxury Travel Consultant with a passion for luxury lifestyle management. This role is ideal for an experienced travel professional ready to take the next step in their career, delivering exceptional travel experiences to our members.

If you have a strong background in luxury travel sales, extensive knowledge of high-end travel products and worldwide destinations, and outstanding customer service skills, we at Ten Lifestyle Group want to hear from you! This is a fantastic opportunity for someone eager to continue providing world-class service while expanding their career in luxury travel.

Key Responsibilities:

• Design and manage bespoke travel requests (flights, hotels, villas, rental cars, cruises, private jets, and more) via telephone and email in Norwegian and English, ensuring all customer needs are met.
• Prepare customized offers, travel documents, itineraries, and handle administrative tasks such as visa processing.
• Actively cross-sell lifestyle services related to travel, including promotions and exclusive events.
• Build meaningful relationships with members, delivering outstanding service and showcasing your product knowledge and sales expertise.

This role is perfect for someone passionate about luxury travel, eager to create memorable experiences, and motivated to grow within a dynamic team.

If you have worked in Retail Travel, Tour Operations, Account Management or Luxury Travel apply today, This could be an excellent career progression and an opportunity to work for a growing award-winning company.

Language Requirements

• Proficiency in both written and spoken Norwegian and Englishat a C2 level (as per the Common European Framework).
• Additional fluency in Swedish or Danish is advantageous.

Education & Experience

• A tertiary qualification or equivalent training, ideally in Tourism or a related field.
• A minimum of 5 years of professional experience within a Travel or Travel Concierge company (e.g., Travel Agency, Concierge Service, or Aviation), focusing on Sales and Customer Service.
• Strong knowledge of GDS systems, preferably Amadeus, and extensive destination knowledge.

Attributes & Skills

• A deep passion for travel, luxury lifestyles, gastronomy, events, and culture.
• Service-oriented, adaptable, and able to handle high-pressure environments.
• A positive attitude and alignment with Ten Group values.
• Exceptional communication skills, combined with a natural aptitude for sales.
• Commitment to delivering outstanding service, with this philosophy embedded in your work ethic.
• Flexibility to work shifts from Tuesday-Saturday or Sunday-Thursday, between 8 AM and 9 PM GMT, with at least one late shift per week.

Guidelines for Home Office :

• Located in the UK

• Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.
• A secure home office at your confirmed address, free from background noise or other distractions
• Internet service must meet minimum requirements and minimum speed check must be completed

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.

Rewards designed around you:

• A competitive salary depending on experience, plus a performance-based bonus.
• Hybrid working. You can combine working from home and working from the office. If you don’t live near our office then we are open to fully remote working options too.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Who We Are
Ten Life Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

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 continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video This is what we Do!

Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

Thank you for considering a career with us. Don't miss the opportunity to join our team! The application deadline for this position is 10. November 2024. Submit your application before then to be considered for this exciting opportunity. We look forward to reviewing your application!

See more jobs at Ten Group Openings

Apply for this job

Join Our Nordic Team as a Senior Norwegian-speaking Luxury Travel Consultant – Craft Unforgettable Experiences for High-End Clients!

To complement our Nordic team in Oslo, we are looking for a Senior Norwegian-speaking Luxury Travel Consultant with a passion for luxury lifestyle management. This role is ideal for an experienced travel professional ready to take the next step in their career, delivering exceptional travel experiences to our members.

If you have a strong background in luxury travel sales, extensive knowledge of high-end travel products and worldwide destinations, and outstanding customer service skills, we at Ten Lifestyle Group want to hear from you! This is a fantastic opportunity for someone eager to continue providing world-class service while expanding their career in luxury travel.

Key Responsibilities:

• Design and manage bespoke travel requests (flights, hotels, villas, rental cars, cruises, private jets, and more) via telephone and email in Norwegian and English, ensuring all customer needs are met.
• Prepare customized offers, travel documents, itineraries, and handle administrative tasks such as visa processing.
• Actively cross-sell lifestyle services related to travel, including promotions and exclusive events.
• Build meaningful relationships with members, delivering outstanding service and showcasing your product knowledge and sales expertise.

This role is perfect for someone passionate about luxury travel, eager to create memorable experiences, and motivated to grow within a dynamic team.

If you have worked in Retail Travel, Tour Operations, Account Management or Luxury Travel apply today, This could be an excellent career progression and an opportunity to work for a growing award-winning company.

Language Requirements

• Proficiency in both written and spoken Norwegian and Englishat a C2 level (as per the Common European Framework).
• Additional fluency in Swedish or Danish is advantageous.

Education & Experience

• A tertiary qualification or equivalent training, ideally in Tourism or a related field.
• A minimum of 5 years of professional experience within a Travel or Travel Concierge company (e.g., Travel Agency, Concierge Service, or Aviation), focusing on Sales and Customer Service.
• Strong knowledge of GDS systems, preferably Amadeus, and extensive destination knowledge.

Attributes & Skills

• A deep passion for travel, luxury lifestyles, gastronomy, events, and culture.
• Service-oriented, adaptable, and able to handle high-pressure environments.
• A positive attitude and alignment with Ten Group values.
• Exceptional communication skills, combined with a natural aptitude for sales.
• Commitment to delivering outstanding service, with this philosophy embedded in your work ethic.
• Flexibility to work shifts, between 8 AM and 9 PM GMT, with at least one late shift per week and Weekend shifts either Saturday or Sunday.

Guidelines for Home Office :

• Located in the Norway
• Remote working outside of Norway restricted to 8 weeks per annum

• A secure home office at your confirmed address, free from background noise or other distractions
• Internet service must meet minimum requirements and minimum speed check must be completed

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.

Rewards designed around you:

• A competitive salary depending on experience, plus a performance-based bonus.
• Remote working. Most of our team is based in Oslo but if you do not live near Oslo wider Norway Home office is possible.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world up to 8 weeks per annum (T&Cs)
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Who We Are
Ten Life Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

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 continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video This is what we Do!

Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

Thank you for considering a career with us. Don't miss the opportunity to join our team! The application deadline for this position is 10. November 2024. Submit your application before then to be considered for this exciting opportunity. We look forward to reviewing your application!

See more jobs at Ten Group Openings

Apply for this job