Ten Lifestyle Group

Analyst

• Support and lead transformation initiatives within a unit focused on Change and Transformation.
• Driving adoption of mission critical processes and providing actionable insights through detailed analysis to identify opportunities for growth, automation, and operational efficiencies.
• Work on cutting edge technology with leaders across the business.
• Help drive complex transformation projects from inception to completion—defining scope, coordinating cross functional teams, managing timelines and budgets, and delivering measurable outcomes aligned to strategic objectives with clear ROI tracking.
• Contribute to projects that leverage generative AI to integrate, automate, and enhance business processes.
• Assist on end-to-end tech & AI driven transformation projects, including planning, execution, and monitoring of progress.
• Identify areas for improvement and develop strategies to optimise business processes whilst being able to evaluate potential return on investment.
• Collaborate with cross-functional teams to drive change and ensure successful implementation of transformation initiatives.
• Conduct detailed analysis of business operations, identify gaps, and propose innovative solutions including areas where automation and application of AI will drive a step change in workflow and impact.

Transformation Analyst

Manager

• Lead and manage end-to-end tech & AI driven transformation projects, including planning, execution, and monitoring of progress.
• Identify areas for improvement and develop strategies to optimise business processes whilst being able to evaluate potential return on investment.
• Collaborate with cross-functional teams to drive change and ensure successful implementation of transformation initiatives.
• Conduct detailed analysis of business operations, identify gaps, and propose innovative solutions including areas where automation and application of AI will drive a step change in workflow and impact.
• Monitor and evaluate the effectiveness of strategy, change or transformation initiatives, making adjustments as necessary.
• Analytics, reporting and instrumenting the business: This will include, as examples: development of analysis, dashboards and KPIs to help manage the business effectively, identifying key metrics and building confidence in data-driven decisions by managers and Ten leaders.
• Operational analysis: This will include, as examples: understanding our workforce operational processes, and identify areas of optimisation opportunities, understanding profitability across different geographies, channel, or proposition, to better drive operational efficiencies and improvements.

Transformation Manager

Customer Support

• **The Role**
• As a Travel Support Specialist, you will play a critical role in supporting our regional travel teams with complex flight servicing and back-office travel processes. Your expertise in GDS systems and airline processes will ensure seamless ticketing, reissues, exchanges, and data accuracy across our platforms.
• You will work closely with Travel, Commercial, and Finance teams to support the Americas Travel Strategy, helping to drive supplier performance and maintain operational precision.
• **Key Responsibilities**
• - Supporting regional travel teams with complex flight servicing including ticket issuing, reissuing, cancellations, refunds, and exchanges.
• - Ensuring accurate booking data is stored and maintained in back-office systems.
• - Liaising with Commercial and Finance teams on an ad hoc basis to ensure data integrity and supplier performance.
• - Utilizing supplier relationships and contracts to optimize revenue opportunities.
• - Managing escalations professionally and resolving issues efficiently.
• - Maintaining compliance with travel industry regulations and operating standards.
• - Delivering consistently high-quality internal support to Lifestyle Managers.

Travel Support Specialist

Support Engineer

• ハイブリッド環境において、主にサービスデスク業務を担当
• 日本およびグローバル拠点の社内ユーザーに対し、電話を中心としたITサポートを提供
• 東京オフィスに勤務するユーザーへのオンサイト・デスクトップサポートの提供
• 受信チケットの監視および、適切なチームメンバーへの振り分け（トリアージ）
• インシデント、サービスリクエスト、問い合わせ、苦情に対し、迅速かつ丁寧で共感を持った対応
• 担当するインシデントおよびサービスリクエストについて、SLAを遵守し、解決まで責任を持って対応
• チームメンバーとして積極的に業務に貢献し、個人およびチーム目標の達成に寄与
• 東京オフィスにおける主要なIT窓口として、シニアマネジメントを含むビジネス関係者との対応
• 東京オフィス従業員が使用するすべてのITハードウェアの管理・保有責任
• 社内ユーザーとの良好な関係を構築し、グローバルITサポートチームを代表する立場として行動
• 必要に応じて、技術的または階層的なエスカレーション対応
• グローバルのテクノロジーチームと連携し、依存関係や課題の解決を推進
• Tenにサービスを提供する外部ベンダーとの調整・連携
• 上長のサポートのもと、継続的な自己成長・スキル開発に取り組む
• その他、マネジメントから指示された業務への対応

IT Support Engineer, Internship, 日本語英語ビジネスレベル以上必須

• Curate bespoke global travel experiences, ranging from straightforward bookings to highly complex luxury itineraries.
• Conduct in-depth consultations with high-net-worth members to understand their preferences and expectations.
• Design tailored itineraries featuring luxury accommodation, exclusive experiences, and premium transport.
• Leverage strong supplier relationships to secure competitive, high-value travel solutions.
• Provide expert insight into destinations, trends, and emerging opportunities.
• Manage bookings, documentation, and internal records with accuracy and efficiency.
• Deliver exceptional service throughout the full travel cycle and resolving issues professionally.
• Proactively promote Ten’s wider lifestyle services, including dining, events, and special occasions.

Travel Lifestyle Manager

QA Engineer

• CX＆QAマネージャーは、シニア CX チームマネージャーやグローバルチームと連携し、CX 運用の改善、品質保証の監視、サービス改善の改善を行います。
• メンバージャーニーをより向上させ、サービス提供において、よりシームレスでより高い顧客満足度を提供しましょう！
• 問題点に対処するための戦略を構築し、迅速に対応します。
• チーム間で協力し、統一されたより優れた対応提供します。
• エスカレーションされた顧客の問題を解決し、優れたサービスを提供するためにチームをトレーニングします。
• CX パフォーマンス指標を監視し、継続的な改善を推進します。
• クライアントの QA 標準との整合性を確保し、品質監視を行います。
• 傾向を分析し、コーチング、トレーニング、パフォーマンス向上します。

CXQA マネージャー

• Respond to client requests by phone, email, and chat, meeting appropriate response times for each channel;
• Create service requests, manage follow-ups, and resolve issues;
• Resolve requests in coordination with clients whenever possible;
• Contact external suppliers, mediate and book services on behalf of clients;
• Ensure clients are aware of all terms and conditions of our suppliers before executing any transaction;
• Provide occasional support to leadership activities when required;
• Support client requests from other Ten Global offices;
• Attend meetings and internal training during working hours. Meetings are part of the Lifestyle Manager routine, such as one-to-ones (feedback), performance reviews (quarterly), and other meetings related to Ten's projects and programs;
• Use the Ten Learning training and development platform during working hours to learn or update knowledge;
• Thoroughly explore and fully understand each client's requests and use your concierge expertise to propose options that effectively and appropriately match the client's needs.

Lifestyle Manager – Concierge & Travel

Controller

• Chase overdue debt by telephone, email and customer portals within agreed timelines across all time-zones.
• Follow escalation procedures for overdue accounts; involve senior finance or external collection agencies when required.
• Build rapport with clients, suppliers and internal stakeholders to resolve payment queries promptly and protect Ten’s brand.
• Maintain accurate and auditable records of all collection activities in CRM/ERP.
• Work alongside 3rd-party collection agencies to enhance recovery of aged hotel commission and trade debt.
• Identify and raise invoices for supplier revenue on travel, lifestyle and ticket bookings in line with global cut-off calendars.
• Perform daily bank-receipt reconciliation and allocation against invoices; clear unallocated cash within SLA.
• Maintain accurate transaction postings to the sales ledger; correct mis-postings promptly.
• Produce monthly debtor statements and ageing reports for distribution to customers and finance leadership.
• Provide ad-hoc debtor analysis and cash-collection forecasts to support cash-flow planning and audit requests.
• Review monthly commission and associated journals prepared by the Junior Credit Controller, or otherwise prepare monthly commission and associated journals for review by Revenue Manager.
• Support implementation of automated invoicing, dunning and cash-application tools to reduce manual effort.
• Ensure compliance with global credit policies, data-protection regulations and internal SOX controls.
• Champion best-practice sharing across regions to standardise collection techniques and reduce DSO.
• Participate in month-end, year-end and audit activities by providing accurate debtor schedules and supporting documentation.

Credit Controller

• - Work in a hybrid environment, primarily within a Service Desk setting
• - Provide telephone-based IT support to internal users in Japan and globally
• - Deliver onsite desktop support for locally based users in the Tokyo office
• - Monitor incoming tickets and triage them to appropriate team resources
• - Respond to incidents, service requests, queries, and complaints in a timely, polite, and empathetic manner
• - Take ownership of assigned incidents and service requests, ensuring resolution within SLA
• - Actively contribute as a team member to achieve individual and team objectives
• - Serve as the primary IT contact for the Tokyo office, including engagement with senior business stakeholders
• - Manage and take ownership of all IT hardware used by local employees
• - Build strong relationships with local users and represent the Global IT Support team positively
• - Escalate technical or hierarchical issues when necessary
• - Liaise with global technology teams to resolve dependencies and issues
• - Coordinate with third-party vendors providing services to Ten
• - Maintain continuous personal development with support from your line manager
• - Perform other duties as assigned by management

IT Support Engineer – Near-Native Japanese, English Required

Account Manager

• Define and lead the Travel Proposition strategy for LAC in alignment with Ten’s global objectives, ensuring bold, forward-looking strategies for Travel to achieve the right market fit - including content and marketing.
• Develop and manage a portfolio of Travel partnerships that deliver best-in-market offers and benefits, tailored to the needs of UHNW clients across diverse LAC markets.
• Drive innovation in travel offerings and design impactful campaigns that increase member engagement, requests, and bookings, while clearly communicating value to internal teams and clients.
• Work cross-functionally with global and regional teams to share best practices, strengthen synergies, and ensure seamless integration of travel services into existing delivery mechanisms.
• Monitor performance against key metrics (NPS, engagement, commercial targets) to continuously improve propositions. Foster a high-performance culture, providing leadership, coaching, and opportunities for professional growth within the team.
• Represent Ten at industry events and forums, showcasing our thought leadership and strengthening brand presence in the travel space.

Head of Travel Partnerships – LAC

Content Marketing Manager

• Play a key role in shaping content strategy, collaborating with senior leadership while proactively identifying opportunities to enhance engagement and drive business growth.
• Ensure all content is high-quality, on-brand, and optimised for performance, working across digital platforms and channels (including email), and print.
• Oversee or execute transcreation of content from end-to-end in local languages as warranted.
• Independently lead the end-to-end planning, commissioning, and editing of short and long-form content, ensuring timeliness and alignment with strategic goals.
• Maintain a deep understanding of all proposition areas, feeding insights into content strategy to enhance engagement and conversion.
• Model leadership in adoption of new AI tools to help ensure production processes remain relevant, up-to-date, and efficient.
• Manage and refresh In-house content, ensuring it remains relevant, high-quality, and aligned with audience needs.
• Lead the planning and execution of content projects, ensuring they are delivered efficiently and effectively.
• Prioritise and manage multiple tasks, balancing speed and quality in a fast-paced environment.
• Proactively identify challenges and implement solutions, ensuring seamless content delivery.
• Work closely with the eCRM team and other internal stakeholders to create an email marketing calendar and drive traffic to the digital platforms.
• Champion AI-driven solutions to drive efficiencies in content production and explore new ways to manage and scale content creation.
• Work closely with cross-functional teams, ensuring seamless coordination and execution of content initiatives.
• Use data and analytics to inform content strategy and measure performance, ensuring content meets engagement and business goals.
• Provide mentorship to junior team members as warranted, instilling Content team values and editorial excellence.
• Set clear goals and ensure high editorial standards across all content outputs.
• Foster a collaborative, high-performance culture, ensuring the team produces engaging, high-quality content.
• Set Ensure consistency in Ten’s tone of voice and story across all written materials.

Deputy Head of Content – EMEA

Security Engineer

• Monitor and respond to threats: Continuously monitor cloud infrastructures for security alerts and vulnerabilities, conduct risk assessments on vulnerabilities, and ensure that all cloud security alerts are managed.
• Vulnerability Management: Conduct vulnerability assessments, manage vulnerability scanning technologies, facilitate and / or conduct frequent penetration testing activities, ensure timely remediation of all vulnerabilities according to SLA, and ensure all impacted parties are kept current on remediation activities and timelines.
• Security Controls & Tooling: Implement and maintain all cloud security tooling, including but not limited to IAM, network security controls, data encryption, secrets management, WAFs, FIM, cloud security posture management, SIEM, and IDS/IPS, ensuring that these security tools meet or exceed compliance and internal security control requirements at all times.
• Automation & Monitoring: Develop security automation scripts using Infrastructure as Code (Terraform, CloudFormation), maintain inventories of assets and security protocols, and maintain real-time security monitoring and ensuring that alerting is in place and functioning for all cloud systems.
• Security Architecture & Design: Collaborate with engineering and operations teams to build and maintain secure cloud architectures (AWS essential; Azure considered).
• Incident Management: Coordinate and manage cloud security incidents, ensure incident playbooks are in place and maintained for cloud applications and infrastructure, coordinate forensic investigations, ensure cloud recovery objectives are in place and tested regularly, and facilitate cloud security incident response activities.
• Security Testing & Simulations: Conduct frequent security incident response tests and social engineering simulations.
• Security Compliance: Support and manage PCI DSS and SOC 2 Type 2 compliance initiatives; act as the primary liaison with auditors, assessors, and internal stakeholders for all cloud applications and infrastructure.
• Security Governance: Develop, maintain, enforce and regularly test the effectiveness of security controls, update and align information security policies and procedures, ensuring alignment to PCI DSS, SOC 2, NIST, and ISO 27001 standards.
• Risk Management: Conduct cloud risk assessments, maintain the cloud security risk register, drive mitigation strategies, reporting cloud risks to the appropriate risk bodies.
• Secure Software Development: Participate in and ensure that the cloud Secure SDLC aligns to Ten Group’s compliance obligations, internal policies, and ensure SAST and DAST alerts are responded to as required, ensure staff are trained and knowledgeable on secure coding techniques (OWASP), ensure vulnerability assessment and penetration tests are performed as required, and ensure that applications are regularly tested for security flaws.
• 3rd Party Risk Management: Oversee and perform security assessments on suppliers and ensure that cloud due diligence requests from external parties are responded to timeously.
• Training and Awareness: Contribute to cloud security awareness training for technical teams.
• Security Posture Reporting: Prepare security and compliance reports for auditors and senior management.
• Access Reviews: Facilitate cloud firewall reviews and perform regular access reviews for users of all cloud infrastructure and applications.
• Security Posture Monitoring: Ensure cloud infrastructure and applications maintain an acceptable security posture and always remain compliant with client security agreements and local and international laws and regulations.

Cloud Security Engineer – Compliance

• Define and lead the Lifestyle Proposition strategy for NAM in alignment with Ten’s global objectives, ensuring bold, forward-looking approaches across Dining, Retail, Travel, Entertainment, and other lifestyle categories.
• Develop and manage a portfolio of dining, travel and lifestyle services and partnerships that deliver best-in-market offers and benefits, tailored to the needs of UHNW clients across the NAM market.
• Drive innovation in lifestyle offerings and design impactful campaigns that increase member engagement, requests, and bookings, while clearly communicating value to internal teams and clients.
• Work cross-functionally with global and regional teams to share best practices, strengthen synergies, and ensure seamless integration of lifestyle services into existing delivery mechanisms.
• Monitor performance against key metrics (NPS, engagement, commercial targets) to continuously improve propositions. Foster a high-performance culture, providing leadership, coaching, and opportunities for professional growth within the team.
• Represent Ten at industry events and forums, showcasing our thought leadership and strengthening brand presence in the luxury lifestyle space.

Head of Lifestyle Partnerships

• - **Strategic Leadership**: Define and lead the Lifestyle Proposition strategy for NAM in alignment with Ten’s global objectives, ensuring bold, forward-looking approaches across Dining, Retail, Travel, Entertainment, and other lifestyle categories.
• - **Proposition & Partnerships**: Develop and manage a portfolio of dining, travel and lifestyle services and partnerships that deliver best-in-market offers and benefits, tailored to the needs of UHNW clients across the NAM market.
• - **Innovation & Engagement**: Drive innovation in lifestyle offerings and design impactful campaigns that increase member engagement, requests, and bookings, while clearly communicating value to internal teams and clients.
• - **Collaboration & Integration**: Work cross-functionally with global and regional teams to share best practices, strengthen synergies, and ensure seamless integration of lifestyle services into existing delivery mechanisms.
• - **Performance & Team Development**: Monitor performance against key metrics (NPS, engagement, commercial targets) to continuously improve propositions. Foster a high-performance culture, providing leadership, coaching, and opportunities for professional growth within the team.
• - **Industry Representation**: Represent Ten at industry events and forums, showcasing our thought leadership and strengthening brand presence in the luxury lifestyle space.