Personal Membership Manager - job 1 of 2

Driving Innovation and Trust: Ten’s Journey to Redefine Service Excellence 

Ten is on a mission to become the most trusted service business in the world. 🌎Technology-driven Product is at the centre of our strategy to create a hugely successful service and business.  Millions of members already have access to Ten's services across lifestyle, travel, dining and entertainment on behalf of over fifty clients including HSBC, Swisscard and Royal Bank of Canada. Ten's partnerships are based on multi-year contracts generating revenue through platform-as-a-service and technology fees. 

We have the advantages of already being at scale globally with a critical mass of high net worth members via stable, multi-year revenue-generating contracts.  We already have a market leading consumer proposition and credibility (and many integrations) with the leading suppliers/partners across our ‘big 4’ service categories of restaurants/travel/entertainment and luxury retail.   

We are profitable and the first B Corp listed on the London Stock Exchange (AIM market). 

Our plans are to continue to invest into technology (including AI) to become the main way that our members organise their leisure lives.  The next few years will see Ten speed up our progress via our Growth Engine strategy, making the next huge steps to achieve our ambitions together. 

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

🌟 Join Our Team as a Personal Membership Manager 🌟

As a Personal Membership Manager, you will attract, impress, and retain some of our most important members at Ten, including top entrepreneurs and leaders in the worlds of business, sport, and entertainment. You will be expected to offer the very best service to an intimate and demanding group of members and your sole focus will be ensuring that you enable each individual member to truly live their life x Ten.

To do this, you will be a role model in active listening and will show eagerness to improve your understanding of each individual, their wants, needs and that of their family with each interaction. Put simply, you are an expert at building relationships progressively and at pace.

You will draw upon existing knowledge, seek out new or commons trends and build the ability to connect with prospective or your current 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.

Key Responsibilities

• Professionally onboard Bespoke members to Ten, tailored to their needs, ensuing that they feel connected to as an individual and understand how they personally best use the service and understand why they have invested in this membership
• Building strong, trustworthy professional relationships
• Meeting members face to face
• Personal Membership Manager are the front runners in luxury service, setting a standard for top servicing, striving to positively impact wider servicing at Ten and leading by example
• 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
• Communicate effectively with Lifestyle Executive, enabling them to be useful, efficient and learn from the best
• To manage requests in line with agreed deadlines, proposing an excellent choice of options and fully engaging with the member to maximize the conversion of requests to bookings
• To promote the wider Ten business to our members and engage with specialists as much as possible, ensuring top standard of work and service
• To manage your daily tasks, ensuring that tasks are completed on time and others can quickly identify priorities in your absence
• To demonstrate you can confidently create relationships with suppliers and communicate to specialist teams within Ten
• To gather member feedback from members previous requests and use this feedback effectively
• To keep administration and research relating to the members or the members requests accurately up to date on Ten’s CRM system
• To think commercially and ensure that any opportunities for commission are realized
• Act as an ambassador for Ten at all times

• At least 3 years of experience in luxury lifestyle management
• A strong understanding of UHNW expectations and demands
• Understanding of and experience using a CRM system
• Exceptional verbal and written communication skills, combined with demonstrated problem solving ability
• A deep sense of empathy and ability to connect with members quickly, 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
• Confidence in delegating efficiently, and understanding the importance of following up internally and externally
• Proven track record of building trust with members
• Incredible ability to drive noticeably high member satisfaction
• Analytical in approach, with a commercial understanding to service delivery

Benefits & Rewards

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:

• A competitive salary will be offered depending on experience
• Offer flexible work arrangements including Hybrid work possibilities
• Annual Leave of 25 days per annum and an additional 3 extra days of annual leave in the third year
• One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
• Lucrative Ten Loyalty Rewards program
• Remote Working Holidays - Travel and Work for up to 4 weeks per year!
• Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Possibility of growth within a dynamic and international company

Who Are We

Ten is a leading lifestyle and concierge company helping our clients discover, organise, enjoy and get the most from life. We partner with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients. Established in the UK in 1998 and with over 25 years of experience, Ten operates in over 20 cities worldwide, in over 26 languages, with 65% of our workforce globally distributed and is publicly listed on the London Stock Exchange ('TENG'). We were the first concierge business to be awarded the B Corp certification in the UK in 2023.

Ten’s strategy focuses on four key areas: deliver a world-class member experience, invest in technology, expand contracts with new and existing clients as well as develop our foothold in new markets by leveraging our market-leading service proposition.

At Ten, you’ll be part of a global, dynamic, and inclusive team, with diversity at its core and endless opportunities for growth.

Join us and experience a workplace where you can truly thrive. https://tenlifestylegroup.com/ten-tv/ 

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. Ten Group is not responsible for any fees related to unsolicited resumes.”