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 common trends and build the ability to connect with prospective or 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, ensuring 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 Managers 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 Executives, enabling them to be useful, efficient and learn from the best.
* 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.
* Promote the wider Ten business to our members and engage with specialists as much as possible, ensuring top standard of work and service.
* Manage daily tasks, ensuring that tasks are completed on time and others can quickly identify priorities in your absence.
* Demonstrate you can confidently create relationships with suppliers and communicate to specialist teams within Ten.
* Gather member feedback from previous requests and use this feedback effectively.
* Keep administration and research relating to the members or the members requests accurately up to date on Ten’s CRM system.
* Think commercially and ensure that any opportunities for commission are realized.
* Act as an ambassador for Ten at all times.
Minimum Requirements
* 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 of 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.
Benefits
* A competitive salary will be offered depending on experience.
* 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
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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