Account Manager

4 weeks ago

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

Job Summary

We are seeking a highly organized and detail-oriented Account Manager to join our Client Services team. As an Account Manager, you will be responsible for providing support to our Account Managers with regular tasks including data analysis, project management, marketing planning, and monthly reporting.

Key Responsibilities

Data Analysis and Reporting

  • Provide accurate and timely management information reports for specified accounts, accompanied by a positive commentary reinforcing the value of the service.
  • Produce governance packs for monthly and quarterly client reviews.
  • Suggest ongoing improvements to reporting tools and other business processes in Client Services in line with evolving client requirements.
  • Carry out ad hoc deep dive investigations or ad hoc reports, as required.

Account Management

  • Take ownership of the account management of specific small accounts.
  • Manage day-to-day queries/issues with the client promptly.
  • Intervene in any member satisfaction issues to ensure they are solved quickly and to minimize any damage at the account level and escalate internally where necessary.
  • Ensure the lifestyle managers and the operational team are up to speed on any necessary changes to the scheme or mailers/comms being sent.
  • Own positive testimonial packs, ensuring good news is being highlighted both externally and to relevant teams internally.
  • Raise invoices in a timely manner and ensure payment is promptly received.

Marketing and Communications

  • Brief in, monitor, and approve specific mailers for specific clients, ensuring the assets and the content is tailored to the audience and will drive the best possible uptake.
  • Ensure that Operations are aware of upcoming mailers and are prepared for any impact to their teams.

Project Management and Implementation Management

  • Maintain updated trackers for specified projects/new programme launches within Client Services.
  • Follow up with stakeholders internally ahead of deadlines to ensure that tasks are on track.
  • Facilitate the necessary internal meetings to support the governance and successful outcome of the projects.
  • Become expert at the best practice processes to launch a new programme within Ten.
  • Be responsible for the client services actions required for a new programme launch with specific clients.

Requirements

  • Please note this is a Hybrid working role and only applicants based in Cape Town will be considered.
  • Highly organized with use of project management tools or trackers.
  • Ability to prioritize appropriately.
  • Clear, concise, confident communicator, able to influence key stakeholders.
  • Attention to detail.
  • Highly numeric with good data analysis skills.
  • Ability to influence key stakeholders through clear communication.
  • Solid experience with MS Office (particularly MS Excel and MS PowerPoint).
  • Experience delivering client-focused solutions to customer needs.
  • Strong project management skills with proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
  • Management of complex activities, working with multiple internal stakeholders to ensure a successful and timely outcome for the client.
  • Can be fully immersed and work well as part of a virtual global team but also confident working alone to deliver results.
  • Excellent listening and presentation abilities.
  • Strong verbal, numerical, and written communication skills.
  • Great analytical skills to work on reporting and data analysis.
  • Ensure you are fully aware of all best practice and are consistently adhering to these.
  • Support on improving efficiency across the team; continuously developing and improving processes, sharing successes, and implementing processes learnt from other teams or regions.
  • Manage your workload in the most effective way in order to deliver on the requirements of the client and internal deadlines.

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:

  • Offer flexible work arrangements including Hybrid work possibilities.
  • Annual Leave of 20 days per annum and then an additional 3 extra days of annual leave in their third year.
  • One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave.
  • We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car).
  • ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
  • Access to lots of great travel and entertainment discounts as our clients members would.
  • There are lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide) or stunning roof-top terrace to enjoy the Table Mountain view, whilst enjoying our latest fruit drop or great coffee/tea station.
  • Global Team, with diversity at its core.
  • Safe and secure offices located in Cape Town Foreshore, with complimentary off-street parking.
  • Possibility of growth within a dynamic and international company.

Who are We

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, 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

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