Head of Customer Experience | Global

at  Ten Group

ELEVATE GLOBAL EXCELLENCE: BECOME OUR HEAD OF CUSTOMER EXPERIENCE AT TEN!

As Head of Customer Experience (CX), you will be responsible for leading a dynamic team of CX Managers and Voice of the Customer (VoC) Managers across various international locations. This role is pivotal in driving our customer-centric strategy, ensuring exceptional customer experiences, and fostering a culture of continuous improvement. The ideal candidate will possess comprehensive expertise in customer experience management, with strong leadership skills to train, coach, and support the CX and VoC teams to achieve their full potential.
You will lead plans for Service Improvement and the development of Ten’s Member Journey. You will work globally, ensuring that each member of your team is contributing fully to their region, keeping you in the loop on issues and trends, while driving global initiatives yourself.

EDUCATION/EXPERIENCE:

• Bachelor’s degree in Business, Marketing, or a related field; Master’s degree preferred.
• Minimum of 10 years of experience in customer experience management, with at least 5 years in a leadership role.
• Proven track record of developing and implementing successful customer experience strategies on a global scale.
• Additional qualification/certification in CX, Coaching, Six Sigma etc., advantageous
• Knowledge and expertise in the entertainment, leisure and/or travel industry, desirable

KNOWLEDGE, SKILLS & ABILITIES:

• Communication: Confident and persuasive with excellent verbal and written communication skills for effective interaction with all levels of stakeholders. Professional English language skills with at least C2 proficiency based on the Common European Framework of Reference for Languages (CEFR) proficiency required.
• Member Advocacy: Passionate about service delivery standards, demanding excellence on behalf of our members.
• Regional Expertise & Strategic Insights: Deep understanding of APAC, AMEA, and Europe market dynamics. Integrates regional insights into strategic planning, utilizing data-driven approaches to drive sustainable growth and enhance brand reputation.
• Leadership: Exceptional leadership and team management skills with the ability to inspire and motivate a diverse team. Embrace a participative leadership style and demonstrate the ability to set your team up for success.
• Innovation: approaches all tasks and challenges with curiosity, rigor, and optimism, driving innovative solutions.
• Adaptability & Resilience: Demonstrates adaptability and resilience in navigating complex and changing environments. Able to adjust strategies and approaches in response to evolving market trends, customer needs, and unforeseen challenges.
• Computer Proficiency: Advanced skills in MS Office, CRM tools, and Internet applications.
• Flexibility: This position is a 40-hour work week; Monday to Friday with usual normal office hours ; however, due to its operational requirement occasional outside of normal working hours may occur due to our global business nature.

WHO WE ARE

Ten Lifestyle Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High Net-worth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.
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 keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.
To find out more about Ten, please watch this short video This is what we do

GLOBAL RESPONSIBILITIES AND PROJECT MANAGEMENT:

• Lead plans for service improvement and the development of Ten’s Member Journey.
• Ensure each team member is contributing fully to their region while driving global initiatives.
• Manage and oversee multiple projects simultaneously, ensuring they are delivered on time and within budget.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
• Ensure consistent execution of customer experience strategies across all regions.