Ten Lifestyle Group

Customer Success Manager

• 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 Success Manager for Brazil, you will be accountable for high-level support being provided to members who either complaint, or a detractor score in our NPS survey .
• The Member Success Analyst will facilitate clear communication and ongoing support to the business through owning and coaching on open complaints, ensuring member focused resolutions are being delivered. This will result in an increase in member loyalty through effective complaint resolution and management in Brazil.
• **Essential duties and Responsibilities**
• ***Optimizing performance of LMs and TMs on negative feedback***
• - Ensure complaint management training is up to date and effective and everyone follows the best practices of flagging and logging feedback (positive & negative).
• - Use call listening and coaching techniques to upskill and develop LMs and Team Managers on effective complaint management.
• - Act with kindness and empathy, to engender a positive culture around complaint management. We want our team to see member feedback as a gift, and not something to be afraid of
• ***Complaint Management***
• - Share escalated issues to corporate client via Account Manager) and provide call recordings within one business day when requested.
• - Execution of Escalation and Complaint process including the logging of those transactions into a spreadsheet or Tenmaid to be shared with any other corporate client as per client or Ten SLAs
• - Serve as the primary contact for escalations/complaints (level 1 & 2), ensuring prompt client communication, and leading complaint resolution efforts.
• - Ensure timely resolution within SLAs and appropriate use of refunds and goodwill gestures
• - Provide real-time oversight and support for TMs and LMs during complaint resolution (complaints level 3), promptly escalating in cases where a TM or LM struggles to manage a complaint effectively, and, if required, take ownership of the resolution.
• - Provide Team Managers with detailed information on escalations to effectively coach Lifestyle managers on addressing the root cause of complaints.
• - Manage NPS call-backs and resolution
• ***Client Communication***
• - Take ownership of client-referred complaints (mainly the ones from the bank), ensuring timely updates to clients or Account Managers.
• - Generate and share reports on complaint resolution and mitigation efforts.
• - Provide Account Managers with comprehensive information for effective client discussions about complaints.
• - Take receipt of complaints from the client, in cases where the member has given feedback to the client, rather than directly to Ten.
• - Coach and upskill Account Managers in talking to clients about complaints.
• ***Reporting and Trend Analysis***
• - Record all L1 and L2 feedback in Ten MAID within 24h of resolution.
• - Ensure Account Managers and Ops have all the necessary complaint-related information for client reports, internal reporting, and meetings.
• - Document any extraordinary costs agreed to by Ten, outside our complaint policies, are recorded, including the reason why we exceeded our normal policy.
• - Ensure the Client Services Team, the CX team & Operations are all continually updated on:
• - Complaint volumes as a % of Active Members
• - Average cost of goodwill gestures and refunds per complaint
• - The reasons for all related trends
• - Resolutions of escalations (L1 & L2)
• ***Additional requirements ***
• - Assisting the CX team in completing QA tasks as needed during vacations, time off, audits, or any other business-related circumstances.
• - In response to evolving business demands, we will maintain flexibility in adjusting priorities and tasks to accommodate any additional CX initiatives or projects that may contribute to enhancing service quality.

Customer Success Analyst

Consultant

• **Your responsibilities:**
• Advising our clients – premium cardholders – by phone and email in German and English
• Handling customer inquiries from quote preparation through to billing for bespoke travel arrangements
• Making reservations with airlines, hotels and travel agencies
• Preparing tailored offers and travel documents and producing detailed itineraries
• Passionate consultation and facilitation of travel experiences
• Actively promoting special promotions and exclusive offers

Travel Consultant, German speaking

Manager

• Curate Luxury Itineraries: Design bespoke travel plans for high-net-worth individuals, reflecting their unique preferences and requirements.
• Client Relationship Management: Build and maintain strong connections with key private members and family offices, to ensure high levels of satisfaction.
• Client Acquisition and Networking: Attract new members by promoting luxury travel services, leveraging existing networks, and expanding the client base through regular networking.
• Event Development and Hosting: Create, attend, and host events to showcase offerings, engage with members, and enhance the visibility of the services provided.
• Experience Curation and Internal Collaboration: Collaborate with product and content teams to develop unique experiences, work with concierge services, destination specialists, and operations teams to ensure seamless execution of travel plans, and handle sensitive client information with the highest level of discretion and confidentiality.
• Industry Knowledge: Stay informed about the latest luxury travel trends to continuously enhance the quality of services offered.
• DMC Partnerships: Leverage and expand strong relationships with Destination Management Companies to ensure premium on-the-ground service and foster long-term collaborations in key destinations.

Private Travel Manager, German Speaking

• Responsible for owning and managing the majority of escalations across dedicated programs in North America.
• Ensure escalations are resolved within defined SLAs.
• Provide daily escalation reports to the client.
• Conduct reviews of escalation trends and areas for improvement.
• Collaborate with stakeholders to deliver service recovery and process improvements.
• Equip our Lifestyle Managers (LMs) and Team Managers (TMs) with skills to manage complaints before they escalate.
• Support telephony SLAs by taking calls when coverage is needed, in addition to handling escalation calls.

Member Success Manager

• **Key Responsibility Areas**
• - **Member Onboarding & Engagement** – Professionally onboard members, drive engagement across different usage levels, and re-engage inactive users by removing barriers to service.
• - **Personalized Service Delivery** – Provide tailored solutions, strengthen member relationships through personal interactions, and ensure members fully understand the service.
• - **Excellence in Luxury Service** – Deliver consistently high standards of luxury service, manage requests efficiently, and maximize conversions into bookings.
• - **Promotion & Collaboration** – Promote Ten’s wider offerings, work closely with internal specialists, and build strong supplier partnerships.
• - **Task & Workflow Management** – Organize daily tasks effectively, maintain accurate CRM updates, and ensure continuity during absences.
• - **Member Feedback & Commercial Awareness** – Use feedback to refine service, act with commercial insight, and identify revenue opportunities.
• - **Brand Representation** – Represent Ten with professionalism, serving as an ambassador of the brand at all times.

Lifestyle Manager

Director

• Own North America market performance end-to-end, including P&L, operational execution, service delivery, and client satisfaction
• Lead a senior team across multiple locations and set new benchmarks for service
• Make market-shaping decisions and create results that influence Ten’s global business
• Unite cross-functional teams and drive operational efficiency and innovations
• Work with Service, Client Services, Proposition, Technology, Finance, and People to implement market-specific growth strategies
• Drive commercial growth, revenue and contribution margin, and strengthen client and supplier relationships
• Inspire, develop and manage a diverse leadership team to deliver measurable impact

Regional Director

Risk

• Develop and maintain a comprehensive pan-group roadmap aligning deliverables across Finance, Client Services, Technology and other departments.
• Coordinate with stakeholders across the organisation to ensure the roadmap reflects business priorities and dependencies.
• Provide a single source of truth for all current and upcoming projects and initiatives to enhance transparency and visibility.
• Establish and standardise best practices for project initiation, planning, and delivery across all departments.
• Review existing processes to identify and implement improvements to drive efficiency, reduce inconsistencies, and minimise delays.
• Develop and embed a robust governance framework to ensure projects adhere to agreed standards.
• Design and implement standardised reporting templates for projects and programmes, replacing ad-hoc formats.
• Produce clear, concise reports for senior management on project status, risks, and progress.
• Act as the central point of contact for reporting queries, ensuring information accuracy and accessibility.
• Build strong relationships with key stakeholders to secure buy-in and collaboration on planning and governance initiatives.
• Facilitate workshops and meetings to gather requirements, resolve issues, and communicate updates effectively.

Governance and Planning Manager

• Own the North America market performance end-to-end: P&L, operational execution, service delivery, and client satisfaction.
• Lead a senior leadership team across multiple offices and locations.
• Set new benchmarks for service and make market-shaping commercial decisions.
• Unite cross-functional teams and sharpen operational efficiency to deliver measurable outcomes for members and clients.
• Implement and execute market-specific growth strategies and innovations aligned with Ten’s global vision.
• Collaborate closely with Service, Client Services, Proposition, Technology, Finance, and People teams.
• Drive commercial growth, contribution margin, and operational performance across service lines.
• Strengthen strategic client relationships and supplier partnerships.

Account Manager

• Source, negotiate, and contract partnerships across Dining, Entertainment, Retail, and Experiences.
• Secure pipelines of premium restaurants and lifestyle partners, ensuring exclusive and high-value offers.
• Design and deliver member events and experiences as part of the broader lifestyle proposition.
• Manage supplier and partner relationships end-to-end, from onboarding to performance tracking.
• Ensure all partnerships (offers, restaurants, events, retail activations) meet closed-user-group standards and deliver measurable value.
• Monitor partner performance, redemption data, and member demand to recommend improvements and identify revenue opportunities.
• Collaborate with internal teams (Propositions, Marketing, Client Services) to ensure smooth implementation and promotion of offers.
• Prepare reports, presentations, and proposals for stakeholders, ensuring consistency with corporate guidelines.
• Maintain accurate internal records (CRM, spreadsheets, contracts), managing administrative tasks to ensure compliance.
• Stay informed on market trends and competitor activity to keep our portfolio best in market.

Lifestyle Partnership Manager

• Calling Travel Experts who are seeking to join an award-winning, crisis-resistant travel and leisure company working on specialist products. This is hybrid working so gives you that work life balance that everyone wants!
• Ten is looking for a passionate, motivated and resourceful individual to join our UK Service Travel team. As a Luxury Travel Consultant you will be fulfilling leisure travel requests on behalf of our members, including luxury journeys on behalf of high-net-worth members, complex flight-inclusive itineraries covering several destinations within Europe and world-wide. We are hiring best-in-class talent who are passionate, entrepreneurial, and want to work in a globally diverse organization with a strong team culture.
• Your exceptional customer service skills, commercial judgment, skillful use of travel research and booking technology, and passion for travel will deliver superb member satisfaction, high levels of supplier revenue, and repeat usage of Ten for travel and other jobs throughout the business.
• Key Responsibilities:
• Design requests by telephone and email in professional English of individual trips (flights, hotels, villas, rental cars, railways, round trips, package deals, cruises, private jets, yachts, transfers, and VIP service) for premium cardholders, considering all the needs of the customer
• Preparation of tailor-made offers and travel documents, preparation of travel programs, obtaining visas and administrative processing
• Active cross-selling of lifestyle services for travel enquiries
• Commitment to supporting the delivery of Ten’s environmental, social and governance goals, and promoting policy adherence

Travel Lifestyle Manager

• Attract, impress and retain Ten's most important members by managing the private concierge service delivery team
• Ensure Premium Concierge Service is seamless, tailored, adds value and is responsive from first contact through to member loyalty
• Lead and develop a team of specialist Lifestyle Managers; set direction, strategy and hold team accountable
• Drive team targets: efficiency, supplier revenue, QA scores, member feedback, response times, phone availability
• Manage hiring, onboarding, appraisals, feedback, attendance, shift management and succession planning for Junior and Pleno LMs
• Support complaints resolution, QA monitoring, job allocation, internal reporting and collaboration with IT and Training
• Promote self-development, e-learning and continuous improvement to maintain luxury service standards

Team Manager Premium – Supervisor de Operações de Turismo e Concierge

• Lead Ten’s LAC operations across Brazil, Mexico, and Spanish-speaking South America; accountable for P&L, operational delivery, service excellence, and client relationships.
• Shape the region’s growth by uniting cross-functional teams, adapting global standards to local markets, and delivering valued member and client outcomes.
• Partner closely with Service, Client Services, Proposition, Technology, Finance, and People teams to capture growth opportunities and strengthen client partnerships.
• Key priorities: elevate service delivery standards; expand high-value client relationships and regional business development; manage P&L for short-term and long-term growth; build regional leadership capability.

Account Executive

• Ten Lifestyle Group is seeking an experienced Account Director to lead strategic client partnerships in New York. This role is perfect for a commercially driven leader who excels in client strategy, team development, and cross-functional collaboration.
• You’ll be responsible for growing key accounts, building senior relationships, and mentoring a high-performing team of Account Managers—all while delivering exceptional service across banking and lifestyle sectors.
• Own and expand senior relationships with key corporate clients across the region.
• Lead strategic business reviews and data-driven conversations with C-suite stakeholders.
• Understand client goals and position Ten’s services as a critical tool for customer retention and loyalty.
• Shape and execute growth plans across accounts to increase usage, satisfaction, and value.
• Directly manage and coach a team of Account Managers, supporting their professional development and performance goals.
• Foster a collaborative, high-performing team culture aligned to Ten’s values.
• Set clear expectations, share best practices, and provide mentorship on client-facing strategy, communications, and relationship management.
• Translate data insights into strategy—using performance metrics to identify opportunities and mitigate risks.
• Lead contract renewals, RFP responses, and pricing discussions in partnership with Commercial and Legal.
• Ensure alignment between Ten’s services and the client\'s evolving needs, while maintaining profitability and SLA compliance.
• Coordinate with internal teams across Service Delivery, Product, Marketing, and Legal to ensure smooth execution and account alignment.
• Represent the client voice internally, while reinforcing Ten’s value and strategic contributions.

Account Director

• Own and expand senior relationships with key corporate clients across the region.
• Lead strategic business reviews and data-driven conversations with C-suite stakeholders.
• Understand client goals and position Ten’s services as a critical tool for customer retention and loyalty.
• Shape and execute growth plans across accounts to increase usage, satisfaction, and value.
• Directly manage and coach a team of Account Managers, supporting their professional development and performance goals.
• Foster a collaborative, high-performing team culture aligned to Ten’s values.
• Set clear expectations, share best practices, and provide mentorship on client-facing strategy, communications, and relationship management.
• Translate data insights into strategy—using performance metrics to identify opportunities and mitigate risks.
• Lead contract renewals, RFP responses, and pricing discussions in partnership with Commercial and Legal.
• Ensure alignment between Ten’s services and the client's evolving needs, while maintaining profitability and SLA compliance.
• Coordinate with internal teams across Service Delivery, Product, Marketing, and Legal to ensure smooth execution and account alignment.
• Represent the client voice internally, while reinforcing Ten’s value and strategic contributions.

• TEN is the global leader in lifestyle and travel concierge services. We partner with some of the world’s most prestigious brands to deliver personalized, high-touch support to their most valued customers. As a Lifestyle Manager, you\'ll use your expertise in travel, hospitality, or dining to craft exceptional experiences and provide top-tier customer service to our members.
• About the Role: We are looking for a Lifestyle Manager with proven experience in the travel, tourism, hospitality, or restaurant sectors, especially in roles focused on customer service or call center support related to travel. You will assist members with a variety of requests, from booking trips to recommending exclusive experiences, always delivering service with excellence.

Customer Success Analyst

Travel Consultant, German speaking

Private Travel Manager, German Speaking

Member Success Manager

Lifestyle Manager

Regional Director

Governance and Planning Manager

Regional Director

Lifestyle Partnership Manager

Travel Lifestyle Manager

Team Manager Premium – Supervisor de Operações de Turismo e Concierge

Regional Director

Account Director

Account Director

Lifesytle Manager, International