Team Manager | Online Travel Support & Proposition Coordination - Cape Town

Are you an experienced leader passionate about driving exceptional service, optimizing team performance, and fostering innovation? Do you have a talent for managing diverse responsibilities while maintaining a laser focus on delivering value? If so, this role is perfect for you!

About the Role
As a Team Manager, you will oversee two distinct teams, each with unique responsibilities, while serving as a role model for excellence and innovation:

1. Online Support Team (OST):
• Oversee member bookings made via the online platform, ensuring a smooth and efficient process.
• Act as the Global Project Manager, owning best practices and ensuring alignment across global teams.
• Monitor system quality, address escalations, and work closely with technology teams to improve the booking experience.
2. Proposition Coordinator Team:
• Deliver exclusive benefits such as complimentary tickets, discounts, and VIP access to members.
• Ensure timely and accurate handling of member requests while collaborating with stakeholders to enhance benefit fulfillment.
• Support promotional campaigns and address challenges in benefit delivery.

Key Responsibility Areas

• Lead and manage a team of up to 12, ensuring performance targets, resource plans, and service standards are met.
• Conduct regular reviews, provide coaching, and support career progression for high-performing team members.
• Oversee online bookings and member benefits delivery, ensuring accuracy, efficiency, and quality.
• Act as the global owner of Online Support Team best practices, driving consistency and improvements.
• Manage escalations, collaborate with internal teams, and propose platform and process enhancements.
• Build strong stakeholder relationships to align team objectives with business goals and share best practices globally.
• Drive continuous improvement initiatives to enhance operational effectiveness and member satisfaction.
• Lead global projects, monitor budgets, ensure compliance, and act as a role model for excellence.

Requirements for the Role:

• Candidate must be Cape Town-based and agree to a hybrid work contract (at least 40% in office presence)
• You MUST have excellent language skills in professional English in written and spoken (according to the CERF Framework C1-C2).
• 5-10 years of experience in the leisure-orientated sector of business, hospitality, retail, leisure, Customer service, concierge or call center with a focus on back-end online support processes.
• Advanced knowledge of GDS systems, especially Amadeus (preferably EGlobal).
• At least 1 year of experience in a supervisory or team lead role.
• Service-oriented, flexible and able to work under pressure
• Strong communication, time management, and project management skills.
• Proficiency in Microsoft Office, including Excel (pivot tables, lookup formulas) and PowerPoint.
• Computer Literate: to a high level and proficient with all Microsoft Office programs (Outlook, Excel, Word, PowerPoint) ; additional software or CRM tools experience of advantage
• Flexibility : This position is a full-time 40-hrs per week ; Monday - Friday between the hours of 08:00 - 20:00.

Guidelines for Hybrid/Home Office :

• Located in South Africa
• Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office
• 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 completed

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also through 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 to support development.

Rewards designed around you:

• A competitive salary package.
• Hybrid working. You can combine working from home and working from the office. If you don’t live near our office, then we are open to fully remote working options too.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. 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.
• Genuine career opportunities within a dynamic and international company.
• Safe & secure offices located in Cape Town Foreshore, with complimentary off-street parking.

Who We Are

Ten Life Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

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 continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video This is what we do

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. ”

Thank you for considering a career with us. Don't miss the opportunity to join our team! The application deadline for this position is 16. February 2025. Submit your application before then to be considered for this exciting opportunity. We look forward to reviewing your application!