Member Experience Team Manager - Ten Group

At Ten our goal is simple, to become the most trusted service business in the world.  

We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees.   

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 innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?  

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

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

ESSENTIAL DUTIES AND 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  

• Customer Experience (CX) 

• Manage day to day operations of the Member Experience Team in North America. 

• 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 North America to review NPS, member feedback, both positive and negative as well as QA.  

• Own and maintain VoC initiatives and policies for the North America market, for example, ensuring that NPS and Feedback are all logged accurately each month, STARs / A&B etc. is delivered. 

• 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 day-to-day operations in the Member Experience department. 

• Work closely with team to benchmark results and service levels. Working with T&D and Managers, supporting them in the use of QA results and member feedback to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance.  

• Use good judgement and personal skills to recognize the needs to provide and/or request short term support to/from other teams when unexpected resource or demand issues arise and implement to maintain achievement of targets. 

• Projects above owned in the region should fit into global alignment wherever possible and reasonably required to. 

• Member Success / Complaint Management 

• 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 North America market, for example, MS customer care policies and MS standards. 

• Quality Assurance 

• Own and maintain QA initiatives and policies for the North America market, for example, ensuring that the correct amount of QA is performed monthly. 

• Oversee the daily operations of the QA team, ensuring adherence to QA standards and processes. 

• Ensure the QA form is used correctly, and that all documentation is uploaded into Ten Data as required. 

• Partake and occasionally lead on the weekly call calibration / listening session with the client. 

Departmental / People Management 

• See to the personal development of your line reports, ensuring they are working towards excellent performance and their career goals.  

• Hold your line reports accountable delivery of responsibilities as outlined in their job descriptions.  

• Ensure collaboration and teamwork within and across teams to achieve departmental, regional, and global goals.  

• Foster a member-focused culture with an emphasis on delighting Ten’s members.  

• Conduct monthly 1-2-1s and performance reviews every 4 months with line reports, identify improvement areas and offer coaching and mentoring in order to maximize performance.   

• Set FAST objectives with each individual and follow through on all points agreed in order to support personal development of team members. 

• Identify and develop high-caliber performers for retention, succession planning and career progression.   

• Keep COO informed of all disciplinary actions, including obtaining approval for any terminations.  

Recruitment & HR  

• To work closely with the regional People Experience team to co-oversee a successful recruitment function for North America that attracts talent. Build clear and effective processes for cost effective recruiting into Mexico, Canada and USA. 

• Develop a strong staff retention that ensures Ten North America remains competitive in the market while meeting global retention targets.  

• Ensure that there is a clear HR function established for North America a that has an up-to-date and local interpretation of Ten’s critical business policies, including a North America employee handbook  

• Liaise with local HR professionals to ensure all documents are compliant with local law.  

• Support the People Experience Team to execute all performance Reviews cycle in time including fulfilling all required documents. 

• Coordinate with the HR teams based in North America and Mexico to ensure alignment on Ten North American and global policies.  

• Support the North America People Experience team on the execution of the employee journey (i.e., how our people experience working at Ten).  

• Manage resource plans for your team; to be agreed to in advance and maintained accurately in order for the team to handle member satisfaction responsibilities, supporting business needs. 

• Manage any lateness, sickness or punctuality issues by individuals following HR guidelines so that any effect to service delivery is minimized.   

Finance and Administration   

• Take responsibility for customer complaint costs and ensure monthly financial deliverables are sent to the Finance Team on time each month where applicable.  

• Ownership and administration of the complaint sign off process. 

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 North America based corporate clients.   

• Support as the final point of escalation for client related complaints or feedback. 

• Own and attend corporate call listening audits. 

• Attend client meetings to represent Member Experience. 

BEHAVIORAL EXPECTATIONS:  

As Member Experience Team 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. 

Requirements

A minimum of a high school diploma or equivalent. Further education in a relevant field is a bonus. Record of success in people management, complaint management and understanding of QA and VoC processes. Knowledge and expertise in the entertainment / travel industry is a plus.  

KNOWLEDGE, SKILLS & ABILITIES: 

• 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  

• Preparation of visually – pleasing graphs and data points using MS PowerPoint  

• Ability to quickly learn new IT systems – CRM tool, call listening system, etc.  

• Business Acumen – Ability to grasp and understand business concepts and issues.