Head of Customer Experience | Global

Elevate Global Excellence: Become Our Head of Customer Experience at Ten!

As Head of Customer Experience (CX), you will be responsible for leading a dynamic team of CX Managers and Voice of the Customer (VoC) Managers across various international locations. This role is pivotal in driving our customer-centric strategy, ensuring exceptional customer experiences, and fostering a culture of continuous improvement. The ideal candidate will possess comprehensive expertise in customer experience management, with strong leadership skills to train, coach, and support the CX and VoC teams to achieve their full potential.

You will lead plans for Service Improvement and the development of Ten’s Member Journey. You will work globally, ensuring that each member of your team is contributing fully to their region, keeping you in the loop on issues and trends, while driving global initiatives yourself.

Join us in redefining luxury lifestyle management and making a lasting impact on our clients’ lives!

Key Responsibilities:

Leadership & Team Management:

• Lead, mentor, and manage a high-performing team of 6-10 CX and VoC professionals across APAC, AMEA, and Europe.
• Foster a collaborative and inclusive team culture that values diversity and inclusion.
• Provide regular coaching and feedback to develop team members’ skills and career paths.
• Conduct performance reviews and set clear, achievable goals for team members.

Strategy and Execution:

• Develop and execute a global customer experience strategy that aligns with our brand’s vision and values.
• Identify and prioritize key initiatives that will enhance the customer experience.
• Analyze client feedback and data to identify trends, pain points, and opportunities for enhancement.
• Collaborate with cross-functional teams, including Sales, Marketing, Product Development, and Operations, to ensure a seamless and delightful client journey.

Training and Development:

• Design and implement training programs for CX and VoC teams to ensure they have the skills and knowledge required to deliver exceptional service.
• Stay abreast of industry trends and best practices to continuously enhance training content.
• Foster a culture of continuous learning and development within the team.

Global Responsibilities and Project Management:

• Lead plans for service improvement and the development of Ten’s Member Journey.
• Ensure each team member is contributing fully to their region while driving global initiatives.
• Manage and oversee multiple projects simultaneously, ensuring they are delivered on time and within budget.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
• Ensure consistent execution of customer experience strategies across all regions.

Requirements

Education/Experience:

• Bachelor’s degree in Business, Marketing, or a related field; Master’s degree preferred.
• Minimum of 10 years of experience in customer experience management, with at least 5 years in a leadership role.
• Proven track record of developing and implementing successful customer experience strategies on a global scale.
• Additional qualification/certification in CX, Coaching, Six Sigma etc., advantageous
• Knowledge and expertise in the entertainment, leisure and/or travel industry, desirable

Knowledge, Skills & Abilities:

• Communication: Confident and persuasive with excellent verbal and written communication skills for effective interaction with all levels of stakeholders. Professional English language skills with at least C2 proficiency based on the Common European Framework of Reference for Languages (CEFR) proficiency required.
• Member Advocacy: Passionate about service delivery standards, demanding excellence on behalf of our members.
• Regional Expertise & Strategic Insights: Deep understanding of APAC, AMEA, and Europe market dynamics. Integrates regional insights into strategic planning, utilizing data-driven approaches to drive sustainable growth and enhance brand reputation.
• Leadership: Exceptional leadership and team management skills with the ability to inspire and motivate a diverse team. Embrace a participative leadership style and demonstrate the ability to set your team up for success.
• Innovation: approaches all tasks and challenges with curiosity, rigor, and optimism, driving innovative solutions.
• Adaptability & Resilience: Demonstrates adaptability and resilience in navigating complex and changing environments. Able to adjust strategies and approaches in response to evolving market trends, customer needs, and unforeseen challenges.
• Computer Proficiency: Advanced skills in MS Office, CRM tools, and Internet applications.

• Flexibility: This position is a 40-hour work week; Monday to Friday with usual normal office hours ; however, due to its operational requirement occasional outside of normal working hours may occur due to our global business nature.

Guidelines for Hybrid/Home Office :

• Please note that if you live within a commutable distance of an 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
• This is not a fully remote work-from-anywhere role.

Benefits

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.

Rewards designed around you:

• A competitive salary depending on experience.
• 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 paid day each year to volunteer time for a good cause that is important to them.
• 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 which includes a bonus and gift to say thank you for being part of Ten.
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• 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.

Who We Are

Ten Lifestyle 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 Net-worth (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.”

If you are passionate about creating extraordinary client experiences and have the qualifications to match, we would love to hear from you. Please submit your resume and cover letter outlining your qualifications and experience by 20 July 2024.

Join us in redefining luxury lifestyle management and making a lasting impact on our members’ lives!