Lifestyle Travel Specialist - Singapore
Ten Group, Singapore
Job Description
As a Lifestyle amp; Travel Specialist, you must maintain a keen and intimate understanding of our service offering, our members, and our people to succeed. You will bring Ten’s service to life in a way that suits each unique individual.
With your role modelling active listening skills and willingness to improve with each interaction, you’ll be an expert at building relationships. You will draw upon existing knowledge, seek out new or commons trends and build the ability to connect with members quickly.
You will work to ensure that you’re aware of service enhancements and how these impact your colleagues and members. Where you see room for improvement within our service, you’ll be on the front foot to make this known with regular communication ensuring that feedback to and from our people is heard and acted upon.
The Membership Manager will work alongside whichever department will best improve the service for the member in the moment. They have a mandate to change, improve and succeed for themselves, their colleagues, and their members.
KEY RESPONSIBILITIES
- Ensure new member enquiries are dealt with in an inspiring manner, and invested in rapport building with new members
- Expertly welcome new members to the concierge, ensuring that they feel connected to as an individual and understand how they personally best use the service
- 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
- Skilfully seek out reasons for a member’s slow-down in use, inactivity or cancellations and look to reverse each and recapture the member’s membership
- Understanding, make readily available to colleagues, report, and feedback member preferences, enabling us each interaction with the member to be personalised and build instant rapport
- Improve how we speak with first time users, suggesting and supporting improvements
- Propose, deliver and improve retention process(es), maximising win-back and re-engagement
- Understanding dissatisfaction, the drivers and how we can solve these
- Manage higher-user understanding, processes and billing
- Drive change for the better in your colleagues, process and procedures
- Identifying what actions will make a step change in the future of our onboarding processes
- Working with colleagues in similar positions globally to review alignment and best practice
- Act as the advocate for the member at Ten, with a focus on enhancing how we help them understand how to make concierge work for them as an individual
- Define best practices and identify opportunities for efficiency gains in our work
Who We Are
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 20 + strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.
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 to continue to improve the lives of millions of members.
Will you help take us there?
Requirements
- Exceptional verbal and written communication skills, combined with demonstrated problem solving ability
- A deep sense of empathy and ability to connect with our members quickly
- A natural curiosity that leads to deeper understanding and critique of current processes, so that improvement suggestions are reasoned, understandable and easily applicable
- A ‘can do, will do’ mindset, willing to get whatever is needed done
- A high sense of ownership in everything you do, it all counts to you
- A ‘will to win’ with your colleagues and members by your side
- A starter- finisher mentality
- A role model in the understanding of Ten and its service offering, including our platform and global set up and how the service can be adapted to each individual member
- Proven track record of building trust with our members
- Incredible ability to drive positive feedback and market leading NPS results
- Expert ability to engage with an ever-diverse member base, quickly
This position is a 40-hour work week with day and evening shifts, Monday to Sunday, including Public Holidays.