Member Success Manager

Job description

🌟 Join Our Team as a Member Success Manager 🌟

As Member Success Manager, you will lead on / play a critical role in representing the member in the business and will always champion the best outcome for the member. This will result in member loyalty through effective complaint resolution in the broader EMEA region.

Your role involves successfully resolving complaints and escalated complaints as per business requirements and provides the region and operations with support on all aspects of complaint resolution. Through the effective management of key tools and functions in the MX Team, the MS Manager will facilitate clear communication and ongoing support to the business through coaching on open complaints, ensuring member focused resolutions are being delivered. This will result in an increase in member loyalty through effective complaint resolution within the AMEA region.

You will work closely with Operations, Proposition, Product and Global CX on turning dissatisfied members into loyal advocates of the concierge service.

Key Responsibilities

The information below is representative of the work performed in this position; however, it is not all-inclusive. Duties and responsibilities are subject to change based on business needs.

Role model in our Ten 2030 Principles: Put Members First, The Best Idea Always Win, Be Bold and Audacious, have a Global Mindset, Collaboration Take us Further, Be Accountable, Run Brilliant Meetings, Be Pioneers and Take it to The Moon - plus- Ten’s Values.

Service Delivery

• Actively and openly receives new complaints raised allocated by Service &Delivery team / Feedback Inbox.
• Ownership and successfully resolved complaints and escalated complaints as per Ten and Corporate Service Level Agreements (SLAs)
• Complete understanding and knowledge of corporate client SLAs and service deliverables.
• Is responsible for accurately recording all complaints owned before the third working day of the following month.
• Learns from member complaints and uses this to enhance our service delivery.
• Propose enhancements to complaint handling processes and efficiencies.
• Is available on phone line and email to receives urgent complaints and escalation raised by our members.
• Manages and plays an integral part is resolving corporate complaints raised through Client Services and Key contacts.
• Monitors and supports on feedback being managed outside of the MX team.
• Provides consistent and appropriate advice and coaching on feedback resolutions to Lifestyle Managers and Team Managers.
• Ensures fair and member focused outcomes are reached for all complaints and that they are only closed when appropriately resolved.
• Drives a member focused culture through all communication.
• Assist and knowledge of wider MX team roles and responsibilities, including feedback inbox management etc.
• Participates and delivers on Member Success training and coaching where required to Lifestyle Manager and Team Managers.

Client Services

• Serve as point of contact for client services for assistance on troubleshooting and work closely with the Department Head to support on improvement work related to our service.
• Interact with AMEA based corporate clients.
• Support a point of escalation for client related complaints or feedback.
• Attend client meetings to represent Member Experience when required.
• The individual in this role is responsible for creating and presenting client-facing reports that focus on customer care performance and outcomes.

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.

EDUCATION/EXPERIENCE:

• A minimum of a high school diploma or equivalent. Further education in a relevant field is a bonus. Record of success in MS process management. Knowledge and expertise in complaint resolution, particularly in the entertainment / travel industry is a plus.

KNOWLEDGE, SKILLS & ABILITIES:

• Candidates who are CURRENTLY based in Malaysia with the correct visa rights to work will be considered
• Fluency in English and native Arabic is required. Excellent written & oral communication is a MUST. Knowledge of other languages skills is a benefit, but not a necessary requirement. Please be prepared to take a language test in any language you mention as a skill.
• Your communication style is confident and persuasive with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with clients, management, and business partners.
• Passion for the member, client, 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 – Ability to be held accountable or answerable for one’s conduct.
• Independence – Ability to work independently with minimal supervision, be self-motivated.
• Detail Oriented – 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.
• Prioritizing – Able to prioritize a multitude of assigned tasks and complete each in order of importance.
• Accuracy – Ability to perform work accurately and thoroughly.
• Computer Proficiency, including Microsoft Word and Excel.
• Usage of MS Excel data analysis functions such as pivot tables and lookup formulas
• Ability to quickly learn new IT systems – CRM tool, call listening system, etc.
• Business Acumen – Demonstrates a strong understanding of business concepts and issues, applying critical thinking to address members queries efficiently while minimizing costs.

Guidelines for Remote/Home Office option:

• 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

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.
• 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 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.”