Member Experience Team Manager

Summary

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 LAC 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 LAC.

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

Essential Duties and Responsibilities

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 LAC market, for example, MS redress policies and MS standards.

· Own and maintain QA initiatives and policies for the LAC 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 LAC 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 LAC.

· 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 LAC 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 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.

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 LAC that attracts talent. Build clear and effective processes for cost effective recruiting into Mexico, Sao Paulo, Bogota, and Buenos Aries.

· Develop a strong staff retention that ensures Ten LAC remains competitive in the market while meeting global retention targets.

· Ensure that there is a clear HR function established for LAC a that has an up-to-date and local interpretation of Ten’s critical business policies, including a LAC 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 LAC and London to ensure alignment on Ten North American and global policies.

· Support the LAC 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 LAC 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.

Requirements

Education/Experience

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

· 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.

Language

English - intermediate