Job Description
We are excited to welcome a proactive German-speaking Member Success Manager to our dynamic team, where your primary mission will be to significantly enhance customer experiences while upholding our esteemed Ten 2030 Principles and Values. In this pivotal role, you will take charge of service delivery and the resolution of complaints, engaging in a collaborative effort across various departments to ensure that every member’s experience is nothing short of excellent.
As a vital point of contact for client inquiries, you will provide critical support to the Client Services team, particularly when it comes to addressing escalated issues that require a command of the German language. Your expertise will be essential not only in resolving issues but also in advocating for our members’ needs, thereby fostering loyalty and trust.
Your responsibilities extend to transforming dissatisfied customers into enthusiastic advocates for our brand, thereby playing a key role in our mission to elevate client relationships across Europe and the UK. In addition, you will closely collaborate with teams in Operations, Proposition, Product, and Global CX to drive meaningful and positive change in client experiences, ensuring that our services continually meet the evolving expectations of our valued members.
Essential Duties & Responsibilities:
Service Delivery
- Actively receive and resolve complaints raised by members, adhering to service level agreements (SLAs)
- Maintain a complete understanding of corporate client SLAs and service deliverables
- Record all complaints accurately and propose enhancements to complaint handling processes
- Provide timely support for urgent complaints and escalations, ensuring fair and member-focused outcomes
- Participate in member success training and coaching sessions for Lifestyle Managers and Team Managers
Client Services
- Serve as a point of contact for client services, assisting with troubleshooting and improvement initiatives
- Interact with Europe & UK-based corporate clients, representing Member Experience in client meetings as needed
- Support the resolution of client-related complaints and feedback, collaborating closely with the Department Head
Education/Experience
At least a high school diploma or an equivalent qualification is required. Additional education in a relevant discipline is advantageous.
Familiarity and proficiency in complaint resolution, especially within the entertainment and travel sectors, are considered beneficial.
Knowledge, Skills & Abilities
- Fluency in German and English required; additional languages a plus.
- 3-5 years of travel industry experience preferred.
- minimum 3 years experience in complaint handling
- Strong verbal and written communication skills for effective interaction with clients and partners.
- Passionate about member/client advocacy and service excellence.
- Tactful and discreet in handling sensitive information.
- Practical problem-solving and common-sense application.
- Accountable and responsible conduct with self-motivation.
- Detail-oriented with strong time management and project management skills.
- Able to prioritize tasks effectively and ensure accuracy in work.
- Proficient in Microsoft Word and Excel; skilled in data analysis (pivot tables, lookup formulas) and creating presentations (PowerPoint).
- Quick learner of new IT systems (CRM tools, etc.) with strong business acumen.
This position is a 40-hour work week - Monday - Friday 9am/10am - 6pm/7pm SAST
Behavioral Expectations
As Member Success Manager you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude.
Be curious, rigorous, and optimistic when approaching all tasks and challenges.
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.
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.
- 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 paid day each year to volunteer time for a good cause that is important to them.
- 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 which includes a bonus and gift to say thank you for being part of Ten.
- Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
- 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 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 https://tenlifestylegroup.com/ten-tv/
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.”
