Ultra High Net Worth Personal Concierge Manager

As a Personal Membership Manager, you will attract, impress, and retain some of our most important members at Ten, including top entrepreneurs and leaders in the worlds of business, sport, and entertainment. You will be expected to offer the very best service to an intimate and demanding group of members and your sole focus will be ensuring that you enable each individual member to truly live their life x Ten.

To do this, you will be a role model in active listening and will show eagerness to improve your understanding of each individual, their wants, needs and that of their family with each interaction. Put simply, you are an expert at building relationships progressively and at pace.

You will draw upon existing knowledge, seek out new or commons trends and build the ability to connect with prospective or your current members quickly. You will be required to keep a keen and intimate understanding of our service offering and the expertise of your colleagues to succeed in matching potential member needs and offering a rich, world class service to ongoing members. Bringing Ten’s service to life in a way that suits each unique individual will be key to ensuring that they’re gaining as much value as they can from their membership, and they grow into true advocates of our service.

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

We are a leading global lifestyle management business with presence in 22 offices globally and more than 1200 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members. To find out more about Ten, please watch this short video here.

To find out more about Ten, please watch this short video here.

Key Responsibilities

• Professionally onboard Bespoke 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 and understand why they have invested in this membership
  
• Building strong, trustworthy professional relationships
• Meeting members face to face
  
• Personal Membership Manager 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
• 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 Lifestyle Executive, 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 specialist teams within Ten
• To gather member 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
• Act as an ambassador for Ten at all times

Requirements

• At least 3 years of experience in luxury lifestyle management
• A strong understanding of UHNW expectations and demands
• Understanding of and experience using a CRM system
• Exceptional verbal and written communication skills, combined with demonstrated problem solving ability
• A deep sense of empathy and ability to connect with members quickly, 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
• Confidence in delegating efficiently, and understanding the import