Overview
We want to drive and develop partnerships to deliver unique benefits, offer, events and experiences for our corporate clients and concierge members globally. We want this part of our service to be commercially driving revenue across the business.
Your role as Head of will be to manage the operational day-to-day running of the Retail Offers in your region; line managing Senior Partnership Managers, Partnership Mangers and Coordinators driving them to achieve on performance targets to see growth across partnerships, identifying relevant brands and retailers, negotiating the best rates, offers and events. You will take full accountability for your line reports ensuring they deliver on all client and member requirements; focussing on growth, revenue, retention, loyalty, customer service and sustainability.
The role will also include developing your own retail partnerships with key partners across a range of industries including Fashion, Beauty, Technology and homeware.
Your enthusiasm to motivate and drive performance in others will ensure Ten members have access to the best offers, benefits and events. Your team will always be up to date with current market trends and what competitors are delivering, ensuring our members are receiving unique, exciting partnerships. You must be eager to develop your team and their knowledge based on where Ten is growing or where corporate clients require.
You will always think ahead, to develop and execute new strategies and processes ensuring your team delivers significant impact on growth and team revenue. To have the ability to drive and implement new innovations and changes with support and buy-in from Senior Stakeholders across the business.
Key Responsibilities
1. To take full accountability for all partnerships and contract secured by you and line reports; develop a clear strategy to ensure we have best in market offers, compelling events and commission agreements in place
2. To continuously lead Partnership Managers to maintain relationships with partners during an to ensure we are nurturing an ongoing sustainable relationship for future growth
3. To monitor performance of partnered suppliers and ensure they are delivering a consistently high-quality service; driving improvements to member satisfaction/NPS and efficiencies
4. 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 strategy by client and region ensuring we have offers or events in place which are driving engagement, acquisition, loyalty and revenue
5. Work closely with Content and Marketing department ensuring all offers and events have maximum exposure to members
6. To be continuously aware of competitors and what they are delivering to ensure we are always one step ahead in the market
7. To work closely with and effectively communicate to Partnership Managers and Coordinators to ensure they are delivering the contractual requirements for all corporate client within agreed timelines. Ensure that all Coordinators are carrying out best practice and adhere to all client policies
8. To work closely with the relevant operational teams across the business to ensure you are fully aware of all best practice to ensure we are consistently implementing the same procedure
9. 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
10. Be accountable for improving efficiency with your line reports by continuously developing and improving processes; sharing successes and implementing processes learnt from other regions
11. 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
12. To line manage current and any Partnership Managers or Coordinators ensuring that they are building a strong offers and events proposition regionally and that members using the service are receiving a high-quality service
13. To conduct monthly appraisals with each line report reviewing their performance and discussing their personal development
14. To set objectives with key results for each team member to ensure they contribute to the overall department objectives and ensure these are communicated timely so that the team know at the start of the month how and what they need to perform to
15. Contribute to wider strategic goal for the global team or for wider region with support from Head of Retail, Experiences and Events.
16. To support and coach your team 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
17. To be a beacon of best practice in your leadership style at all times, to create and nurture a culture of success, professionalism, and mutual support within your team
18. Work with Client Services and Regional Business Development Managers with all client related matters; supporting on new business proposals
19. Be available to lead, maintain and support on any established client relationships
Requirements
20. Experience in procuring products, events, benefits and offers, contract management and negotiation
21. Broad working knowledge of key brands and partners globally across various lifestyle industries
22. Ability to initiate and lead on new business initiatives and proposal; ensuring these are aligned with the team’s key objectives
23. People management skills; having the ability to motivate and drive performance in others. Effectively communicating and motivating people to ensure you are always obtaining the best results.
24. Can demonstrate experience of working within a customer-lead industry and strives to continuously deliver excellent customer service.
25. Project management; being able to manage highly complex global projects with multi-stakeholders internally and externally
26. Account management; to interact with Senior stakeholders building trust and loyalty, ensuring you deliver on all requirement agreed, point of escalation and present new business initiatives
27. Analytical decision maker; using performance data and leadership skills to drive results
28. Proven track record of negotiating and procuring offers or events; or managing a sales/negotiation team
29. 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
30. A passion for working in a business that places members and customer service at their core as well as commercial success
31. A passion for motivating and developing people
32. 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
33. Great people management skills; you can demonstrate the ability to influence and persuade senior stakeholders and colleagues in other departments, and will be recognised as a supportive and effective colleague particularly during busy or high-pressure periods for the business
Benefits
Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
All our employees also enjoy a range of benefits:
34. A competitive salary will be offered depending on experience
35. Offer flexible work arrangements including Hybrid work possibilities
36. Annual Leave of 25 days per annum and an additional 3 extra days of annual leave in the third year
37. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
38. Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
39. Lucrative Ten Loyalty Rewards program
40. Remote Working Holidays - Travel and Work for up to 4 weeks per year!
41. Access to lots of great travel and entertainment discounts as our clients’ members would!
42. Be part of our global, dynamic, and inclusive Team, with diversity at its core.
43. 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, 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.