Job Description

As an Engagement Executive, you will be tasked with speaking with our members for any number of reasons, but always with the same vision; to ensure that the member understands that Ten is the definitive lifestyle service and why and how they can or should best take advantage of our service. In order to do this, you shall be required to build keen and intimate understanding of our service offering for our members. You will be able to bring Ten’s service to life in a way that suits each unique individual on each call. You will utilise your knowledge of our service, your active listening skills and willingness to improve with each call, to quickly build rapport with our members. You will work hard to ensure that you’re aware of service enhancements and how these impact the member that you’re speaking with individually. Key Responsibilities Accountabilities include but are not limited to:

• Make outbound calls, as per our evolving Engagement Strategy, to members that may be new to the service, have not used the service for some time or have abandoned their recent request for some reason
• Take inbound membership enquiries in an inspiring manner, to encourage sign up and appropriate future use of service, as well as collecting the right data for us to make informed decisions within future product and marketing positioning
• Skilfully seek out reasons for a member’s slow-down in use, inactivity or cancellations and look to reverse each and recapture the member’s membership
• Understanding dissatisfaction, the drivers and how we can solve these
• Understanding, make readily available to colleagues, report, and feedback member preferences, enabling us each interaction with the member to be personalised and build instant rapport
• Act as the advocate for the member at Ten, with a focus on enhancing how we help them understand how to make concierge work for them as an individual
• Ensure new members are expertly welcomed to the concierge, ensuring that they feel connected to as an individual and understand how they personally best use the service
• Improve how we speak with first time users, suggesting and supporting improvements
• Identifying what actions will make a step change in the future of our onboarding processes

Requirements Skills and qualifications

• Excellent verbal and written communication skills

• Experience in sales, membership services, account management or customer engagement

• A sense of empathy and ability to connect with our members and our people quickly

• A natural curiosity that leads to effective questioning

• A ‘can do, will do’ mindset, willing to get whatever is needed done

• A high sense of ownership in everything you do, it all counts to you

• A role model (or the ability to become so) in the understanding of Ten and its service offering, including our platform and global set up and how the service can be adapted to each individual member

• Proven track record of building trust with members

Benefits Our people are at the heart of the business and we have a culture of recognition and reward. 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 regardless of where they are based. Not only do we enjoy monthly Treats on Ten (on the tenth of each month!) but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program – this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.
One of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave. Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.