Team Manager - Online Support and Proposition Coordination - Cape Town

Shape the Future of Service Excellence with Ten! 

Driving Innovation and Trust: Ten’s Journey to Redefine Service Excellence

Ten is on a mission to become the most trusted service business in the world. 🌎Technology-driven Product is at the centre of our strategy to create a hugely successful service and business.  Millions of members already have access to Ten's services across lifestyle, travel, dining and entertainment on behalf of over fifty clients including HSBC and Swisscard. Ten's partnerships are based on multi-year contracts generating revenue through platform-as-a-service and technology fees.

We have the advantages of already being at scale globally with a critical mass of high net worth members via stable, multi-year revenue-generating contracts.  We already have a market leading consumer proposition and credibility (and many integrations) with the leading suppliers/partners across our ‘big 4’ service categories of restaurants/travel/entertainment and luxury retail. 

We are profitable and the first B Corp listed on the London Stock Exchange (AIM market).

Our plans are to continue to invest into technology (including AI) to become the main way that our members organise their leisure lives.  The next few years will see Ten speed up our progress via our Growth Engine strategy, making the next huge steps to achieve our ambitions together.

For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...

Overview

Are you an experienced leader passionate about driving exceptional service, optimizing team performance, and fostering innovation? Do you have a talent for managing diverse responsibilities while maintaining a laser focus on delivering value? If so, this role is perfect for you!

About the Role
As a Team Manager, you will oversee 2 distinct teams, each with unique responsibilities, while serving as a role model for excellence and innovation:

• Online Support Team (OST):
• Oversee member bookings made via the online platform, ensuring a smooth and efficient process.
• Act as the Global Project Manager, owning best practices and ensuring alignment across global teams.
• Monitor system quality, address escalations, and work closely with technology teams to improve the booking experience.

• Proposition Coordinator Team:
• Deliver exclusive benefits such as complimentary tickets, discounts, and VIP access to members.
• Ensure timely and accurate handling of member requests while collaborating with stakeholders to enhance benefit fulfillment.
• Support promotional campaigns and address challenges in benefit delivery.

Key Responsibility Areas

• Lead and manage a team of up to 12, ensuring performance targets, resource plans, and service standards are met.
• Conduct regular reviews, provide coaching, and support career progression for high-performing team members.
• Oversee online bookings and member benefits delivery, ensuring accuracy, efficiency, and quality.
• Act as the global owner of Online Support Team best practices, driving consistency and improvements.
• Manage escalations, collaborate with internal teams, and propose platform and process enhancements.
• Build strong stakeholder relationships to align team objectives with business goals and share best practices globally.
• Drive continuous improvement initiatives to enhance operational effectiveness and member satisfaction.
• Lead global projects, monitor budgets, ensure compliance, and act as a role model for excellence.

Requirements:
• Candidate must be Cape Town-based and agree to a hybrid work contract (at least 40% in office presence)
• You MUST have excellent language skills in professional English in written and spoken (according to the CERF Framework C1-C2).
• 5-10 years of experience in the leisure-orientated sector of business, hospitality, retail, leisure, Customer service, concierge or call center with a focus on back-end online support processes.
• Advanced knowledge of GDS systems, especially Amadeus (preferably EGlobal).
• At least 1-2 year of experience in a supervisory or team lead role.
• Service-oriented, flexible and able to work under pressure
• Strong communication, time management, and project management skills.
• Proficiency in Microsoft Office, including Excel (pivot tables, lookup formulas) and PowerPoint.
• Computer Literate: to a high level and proficient with all Microsoft Office programs (Outlook, Excel, Word, PowerPoint) ; additional software or CRM tools experience of advantage
• Flexibility : This position is a full-time 40-hrs per week ; Monday - Friday between the hours of 08:00 - 20:00

Guidelines for Hybrid/Home Office :

• Located in South Africa
• Please note that if you live within a commutable distance of the 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

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
• Flexible work arrangements including Hybrid work possibilities ; with up to 60% Home Office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• 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.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car).
• ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
• Safe & secure offices in the Foreshore with complimentary off-street parking.

Join us and experience a workplace where you can truly thrive. https://tenlifestylegroup.com/ten-tv/

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.”