Regional CX Manager

🌟Join our team as a Regional CX Manager! 🌟

We're looking for a dynamic leader to oversee customer experience operations across [Asia/Pacific and MEA Region], with a focus on driving excellence and ensuring a world-class customer journey. Based in Malaysia, the Philippines, or India, you'll work with a talented team to innovate, streamline processes, and enhance client satisfaction.

If you're passionate about delivering exceptional customer experiences and thrive in a collaborative environment, we want to hear from you!

Ten is building a global CX team to improve and create compelling and seamless customer experiences for our members worldwide, both online and offline. The CX team will be positioned around the globe, with representation in each region, reporting up to a central, global function.

Reporting into the Global CX Head, the CX Managers will bridge the gap between functions in their region, and also between the region and global service support, with an expert understanding of all the customer journey touchpoints and how they hinder or excel in delivering the best possible member experience.

This broadly consists of three areas of responsibility

• They will Identify problems and opportunities to remove any ‘clunky’ experiences from the customer journey and help us drive excellence in service quality, operational productivity and value-to members across every element of our service.
• They will work on enhancing the member lifetime journey, including but not limited to onboarding, recovery, optimisation, and advocacy
• They will set the tone in their region for member focus, and obsession with the member journey

They will contribute to the framework owned by the CX Director, across Operational and Product teams to establish best practice approach to successful deliver CX improvements and remove any barriers to a seamless and high-value experience. This includes working closely with global peers and regional managers to inform, influence and co-create roadmap priorities.

This will include management of the system of customer insights to enable data driven CX decision-making, with the creation of key performance metrics to measure customer experience.

The CX Managers will harness, collate and probe known issues and areas for improvements, as well as take a data and insight driven approach (including mystery shopping and competitive analysis) to identify and prioritise the unknowns.

The CX Managers will collaborate with each other and with key partners throughout the organisation in identifying, analysing and delivering a CX roadmap and delivery programme, working closely with all other departments where customer-facing activity is being delivered. The CX Team will provide a unified view of our service and its key opportunities, which will inform roadmap prioritisation in other departments.

Whilst planning and executing the CX roadmap and programme, they will ensure alignment with other projects and initiatives e.g. proposition, product roadmaps, member comms initiatives, training – to highlight interdependencies with other projects and resources.

Above all, the CX Managers will use intelligence, passion, creativity and their ability to challenge the status-quo to inspire new thinking to reshape the customer experience for now and the future.

RESPONSIBILITIES:

Collaborating with Operations, Member Satisfaction, Finance, Client Services, and the wider Product, Tech and IT teams, you will:

• Own the Service Improvement Plan for your region, including the process that integrates it with regional management and the global SIP

• Set the tone among your colleagues in the Regional Management team for prioritising and obsessing over the member experience
• Analyse and interpret a variety of information and data to inform planning and prioritisation based on impact and effort
• Map and plot all elements of customer journeys to pick apart, analyse, challenge, and identify required changes and their priority
• Collaborate with VoC Manager to produce a monthly report and biannual update of Request Journey Map
• Identify areas for improvements and opportunities through VoC data and your own usage of the service

• Combining local needs with global priorities, contribute to CX roadmap, spanning across multiple areas of the business, coordinating with other initiatives and informing/influencing cross-departmental priorities
• Develop ideas and opportunities from inception through to execution
• Be a source of information on members’ views, behaviours and attitudes for your region, collected and harnessed by the wider Product, CX and TD teams
• Interpret and present activity, insights, data and results to internal and external clients effectively and successfully

Knowledge and Skills:

• Ability to lead, influence and collaborate closely with a broad range of colleagues and stakeholders at all levels
• Able to draw the narrative out of a complex set of data points, and write reports that ‘tell the story’ in a compelling way that inspires action
• Knowledge of customer loyalty and satisfaction metrics such as CSAT, NPS, CES and CLV

• Capable of keeping track of the differences and similarities between our complex and differentiated teams and corporate accounts, while also working in a client-agnostic manner
• An aptitude for technology and digital solutions
• Analytical and able to spot and predict problems and risks
• Demonstrative of excellent commercial acumen

Desirable Experience:

• Working in a customer-obsessed company environment
• Performing a customer-satisfaction-based role
• Delivering change in collaboration with a wide range of colleagues, at all levels of seniority

• Writing reports
• Working with Microsoft Office (especially Excel and Powerpoint)

Behavioural Expectations:

• Curious by nature

• Rigorous in approach to research and drawing conclusions
• Unerringly optimistic about the future
• Instinctively customer-centric, in all aspects of your day-to-day
• Enjoys learning to use new tools and software
• Able to work in a fast-paced and highly ambitious environment

• Delivery-orientated with excellent project and product management skills
• Process driven, methodical and detail orientated
• Takes initiative, and is able to work autonomously and in a team
• Loves multi-stakeholder and cross-function working

Benefits & Rewards

At Ten, we believe our people are at the core of everything we do. We’ve cultivated a culture that not only acknowledges hard work but celebrates and rewards it. From regular appraisals to our annual Extra Mile Awards, we ensure that those who go above and beyond receive the recognition they deserve. We’re committed to supporting our employees in achieving both their personal and professional aspirations, encouraging everyone to integrate their goals and interests into a fulfilling career with us.  

Our offerings are tailored to meet your needs. Alongside a competitive salary and rewarding share options aligned with your experience, you’ll gain access to extensive professional lifestyle and travel networks, broadening your horizons and connections. We also provide flexible working arrangements, allowing you to balance your home and office life seamlessly.  

We value the importance of rest and giving back, which is why we offer a generous paid time off package, including a day each year dedicated to volunteering for a cause close to your heart. Additionally, after five years of service, you’ll enjoy a paid sabbatical, giving you a month to focus on personal pursuits without using your annual leave.  

Our Ten Loyalty Rewards program further shows our appreciation, with bonuses and thoughtful gifts as a token of gratitude for your commitment. For those with a love of exploration, our Remote Working Holidays allow you to combine work and travel, anywhere in the world. Plus, as part of our team, you’ll enjoy exclusive travel and entertainment discounts, just like our members.  

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.”