Overview
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 a Private Member Concierge, you will play a crucial role in delighting and retaining our members. You will be expected to go above and beyond to ensure each member enjoys a memorable experience with elevated access to fulfill their dining, entertainment, retail and travel needs.
You will excel in active listening, quickly understanding the unique desires and requirements of each member and their families. Your expertise lies in building relationships swiftly, drawing on existing knowledge, staying updated on trends relevant to our UHNW audience, and seamlessly connecting with members.
Being well-versed in our service offerings and the expertise of your colleagues is essential. Your ability to match members' needs with our services and provide a personalised, world-class experience will transform members into dedicated advocates of our service. Going the extra mile is not just a requirement but a commitment to delivering exceptional service that exceeds expectations.
KEY RESPONSIBILTITIES
Service Delivery
- Professionally onboard members to Ten, tailored to their needs, ensuing that they feel connected to as an individual and understand how they personally best use the service
- Private Member Concierge are the front runners in luxury service, setting a standard for top servicing, striving to positively impact wider servicing at Ten and leading by example
- Cultivate and maintain strong relationships with UHNWI clients, understanding their preferences and anticipating their needs to exceed expectations at every turn
- Establish strategies for low users, high users and engage members that haven’t used our service for some time, seeking out roadblocks to their use and helping the member and/or Ten navigate these
- Communicate effectively with colleagues, enabling them to be useful, efficient and learn from the best
- To manage requests in line with agreed deadlines, proposing an excellent choice of options and fully engaging with the member to maximize the conversion of requests to bookings
- To promote the wider Ten business to our members and engage with specialists as much as possible, ensuring top standard of work and service
- To manage your daily tasks, ensuring that tasks are completed on time and others can quickly identify priorities in your absence
- To demonstrate you can confidently create relationships with suppliers and communicate to specialists within Ten
- To gather feedback from members’ previous requests and use this feedback effectively
- To keep administration and research relating to the members or the members requests accurately up to date on Ten’s CRM system
- To think commercially and ensure that any opportunities for commission are realized
Requirements
EDUCATION/EXPERIENCE
Knowledge, Skills & Abilities
- Only Arabic speaking candidates who are CURRENTLY based in the UAE will be considered
- Must be fluent in native English and Arabic. Excellent written & oral communication is a MUST. Fluency in other languages, particularly French is highly regarded, as a plus, but not mandatory. Please be prepared to take language test in any language you mention as a skill.
- Must have at least 3 years of experience in luxury lifestyle management
- Well-travelled and able to use your own experiences to inspire our members along side in-depth knowledge of luxury destinations worldwide.
- A strong understanding of UHNW expectations and demands
- Proven ability to build and maintain strong relationships with clients, as well as with partners, vendors, and other stakeholders in the luxury lifestyle management, fostering trust and loyalty.
- Demonstrated professionalism and discretion when handling confidential information and interacting with high-profile clients are essential to maintain client privacy and trust.
- Understanding of and experience using a CRM system
- Possess local expertise and familiar with GCC market
- Can do attitude with strong understanding of Arabic culture (GCC, Middle East and North Africa)
- Flexible with different shift patterns
- Exceptional verbal and written communication skills, combined with demonstrated problem solving ability
- A deep sense of empathy and ability to connect with members quickly and building trust
- Confidence in communicating with UHNW clients
- A ‘can do, will do’ mindset, willing to get whatever is needed done
- A high sense of ownership in everything you do, taking responsibility
- Incredible ability to drive noticeably high member satisfaction
- Analytical in approach, with a commercial understanding to service delivery
Guidelines for Hybrid/Home Office option:
- Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.
- 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 complete
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.
All our employees also enjoy a range of benefits:
- A competitive salary will be offered depending on experience
- Offer flexible work arrangements including Hybrid work possibilities
- Annual Leave of 22 days per annum and an additional 3 extra days of annual leave in third year.
- One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
- Lucrative Ten Loyalty Rewards program
- Remote Working Holidays - Travel and Work for up to 4 weeks per year!
- Access to lots of great travel and entertainment discounts as our clients members would!
- Be part of a our global, dynamic and inclusive Team, with diversity at its core.
- Possibility of growth within a dynamic and international company
Who We Are
Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Bank of America, Westpac and Royal Bank of Canada.
As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.
Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.
Looking ahead, Ten's strategy revolves around four key areas:
- Deliver a world-class member experience
- Invest in technology
- Expand contracts with new and existing clients
- Establish a foothold in new markets by leveraging its market-leading service proposition
For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...
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.”
