Member Experience Team Manager, Uk

2 weeks ago

Cape Town, Western Cape, South Africa Ten Group Full time

Overview


As a Member Experience Team Manager, you will lead on / play critical role in the management of the Member Experience Team as part of the broader EMEA region.

Your role involves the accountability for the successful running of the MS, VoC and QA functions in your region.

You will manage the Member Experience Team, creating an environment where they can thrive and deliver an outstanding service to our members and our internal teams at Ten.

You will need to build and foster strong working partnerships with all business areas to ensure consistent resolutions, and improvement in alignment with internal and corporate requirements.

You will act as the key point of contact for members with escalated complaints or feedback and you will be the point of escalation and support for both your team, and our management team, be that in an advisory capacity, or engaging directly with members.

The priority for this role is to ensure that complaints are handled to Ten's standards and recorded correctly, that QA is completed and that NPS is recorded and published accurately in EMEA.


You will work closely with Operations, Proposition, Product and Global CX on Service Improvement Initiatives and on increasing Service Quality Standards.


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.

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 marketleading service proposition

CORE RESPONSIBILTIES

  • 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

  • Own the process for complaint management and feedback logging by ensuring complaints are managed within SLA's and analysis of our member complaints is shared with Department Heads/Team Managers
  • Own responses to escalated member service issues in a timely manner.
  • Own and maintain MS initiatives and policies for the EMEA market, for example, MS redress policies and MS standards.
  • Own and maintain QA initiatives and policies for the EMEA market, for example, ensuring that the correct amount of QA is performed on a monthly basis.
  • Own and maintain VoC initiatives and policies for the EMEA market, for example, ensuring that NPS and Feedback are all logged accurately each month, STARs / A&B etc. is delivered.
  • Manage day to day operations of the Member Experience Team in EMEA.
  • Contribute to MX Team processes, updates and act as a lead on regional rollouts.
  • Work closely with department heads and ensure that they are aligned with the MX and Talent Development team and that training or coaching on improvement trends across the region have been delivered.
  • Lead on weekly meetings to discuss team projects, trends, and ideas to improve the service alongside the Head of CX / CX Manager.
  • In the absence of a CX Manager, ensure that frequent performance meetings are held with all departments across EMEA to review NPS, member feedback, both positive and negative as well as QA.
  • Set, communicate, and deliver on OKRs that contribute to overall business needs, giving the team clear direction on and what they need to achieve to be successful.
  • Supervise daytoday operations in the Member Experience department.
  • Work closely with team to benchmark

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