Luxury Concierge Team Manager

Overview

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 a Luxury Concierge Team Manager, you will focus on ever improving quality standards, be a role model in delivering World Class service and drive an eagerness to improve our understanding of each individual, their wants and needs with each interaction. Put simply, your team will be expert at building relationships and delivering what the members need, sometimes before they know they know that themselves. You will draw upon existing knowledge, seek out new or commons trends and build ability to connect with members quickly.

You will be required to keep a keen and intimate understanding of our service offering and the expertise of your colleagues to succeed in matching potential member needs and offering a rich, world class service to ongoing members. Bringing Ten’s service to life in a way that suits each unique individual will be key to ensuring that they’re gaining as much value as they can from their membership, and they grow into true advocates of our service. Going the extra mile is not just a requirement but a commitment to ensure the you/the team is delivering exceptional service that exceeds expectations.

KEY RESPONSIBILTITIES

Team Management and Development

• Maintain key accountability for team performance, identifying and developing strengths and opportunities for improvements
• Actively participate in team meetings and team building activities, providing advice, technical expertise, training, and guidance for the team
• Conduct monthly appraisals and regular coaching and development sessions with the team, ensuring that the team is improving and feels developed
• Engage the team with support for business directives, strategy, and changes

Service Quality

• Drive World Class customer service focus, with the ability to encourage self-challenge and best practice knowledge sharing across the team
• Cultivate and maintain strong relationships with UHNWI clients, understanding their preferences and anticipating their needs to exceed expectations at every turn
• Understanding dissatisfaction, the drivers and how we can solve these, remove trends improve our offering long term.
• Ensure the team meet and exceed member deadlines and expectations
• Drive adherence to performance/servicing/quality improvement standards
• Ensuring escalations are minimised and handled so that we maintain low complaint incidents and improve member satisfaction within the team through coaching, feedback, recommendations for improvement
• Maintain a member centric environment in which the team operates and encourage individuals to strive for exceeding member’s expectations for every interaction
• Understand the needs of members to be able to motivate and assist the team
• Establish strategies for low users, high users and engage members that haven’t used our service for some time, seeking out roadblocks to their use and helping the member and/or Ten navigate these
• Support and encourage both positive and constructive feedback which invites change for the better in your colleagues, process, and procedures and drives learning and improvement which is continuous

Administration

• Seek out ways to improve our product and processes, to positively impact our people and members
• Ensure that our member payments are taken efficiently and on time
• Ensure you take personally, and drive in your team, a keen interest in self-development and improvement

Requirements

EDUCATION/EXPERIENCE

Knowledge, Skills & Abilities

• Only Hindi speaking candidates who are CURRENTLY based in the India will be considered
• Must be fluent in native English and Hindi. Excellent written & oral communication is a MUST. Fluency in other languages, particularly is highly regarded, as a plus, but not mandatory. Please be prepared to take language test in any language you mention as a skill.
• Multiple years of team management experience, preferably within membership services or similar

• Must have experience in luxury lifestyle management or relevant experience as an executive assistant with responsibility for a demanding individual or family
• Demonstrable experience of improving and developing teams
• Well-travelled and able to use your own experiences to inspire our members along side in-depth knowledge of luxury destinations worldwide.

• A strong understanding of UHNW expectations and demands within India.
• Proven ability to build and maintain strong relationships with clients, as well as with partners, vendors, and other stakeholders in the luxury lifestyle management, fostering trust and loyalty.
• Demonstrated professionalism and discretion when handling confidential information and interacting with high-profile clients are essential to maintain client privacy and trust.
• Understanding of and experience using a CRM system
• Possess local expertise and familiar with GCC market
• Can do attitude with strong understanding of Indian culture
• Flexible with different shift patterns
• Exceptional verbal and written communication skills, combined with demonstrated problem solving ability
• A deep sense of empathy and ability to connect with members quickly and building trust
• Confidence in communicating with UHNW clients
• A ‘can do, will do’ mindset, willing to get whatever is needed done
• A high sense of ownership in everything you do, taking responsibility
• Incredible ability to drive noticeably high member satisfaction
• Analytical in approach, with a commercial understanding to service delivery
• Additional but non-essential; potentially more mature, from a wealthy background themselves, could be wives of ex-pats etc

Guidelines for Hybrid/Home Office option:

• Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.
• 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

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
• One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
• Access to lots of great travel and entertainment discounts as our clients’ members would!
• Global Team, with diversity at its core.
• Possibility of growth within a dynamic and international company

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 market-leading service proposition

For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...

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.”