Personal Membership Manager

Ten Group; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Personal Membership Manager to elevate service excellence for high net worth members. This role focuses on building strong relationships, understanding individual needs, and providing tailored luxury experiences. You'll engage with top entrepreneurs and leaders, ensuring they receive the utmost value from their membership. The ideal candidate will possess exceptional communication skills and a proactive attitude, driving member satisfaction through personalized service. Join a forward-thinking company committed to redefining service excellence in the luxury lifestyle sector.

Qualifications

• 3+ years of experience in luxury lifestyle management.
• Strong understanding of UHNW expectations and demands.
• Proven trust-building with members.

Responsibilities

• Onboard bespoke members tailored to their needs.
• Build strong, trustworthy professional relationships.
• Manage daily tasks and ensure timely completion.

Skills

Luxury Lifestyle Management

CRM Systems

Communication Skills

Problem-Solving Skills

Relationship Building

Empathy

Commercial Awareness

Job description

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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, Swisscard and Royal Bank of Canada. 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...

Join Our Team as a Personal Membership 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 common trends and build the ability to connect with prospective or 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.

Key Responsibilities

1. Professionally onboard Bespoke members to Ten, tailored to their needs, ensuring that they feel connected to as an individual and understand how they personally best use the service and why they have invested in this membership
2. Building strong, trustworthy professional relationships
3. Meeting members face to face
4. Setting a standard for top-tier luxury service, positively impacting wider service delivery at Ten, and leading by example
5. Developing strategies for low and high usage members, and engaging members who haven’t used our service recently, identifying and overcoming roadblocks
6. Communicating effectively with Lifestyle Executives to enable their efficiency and learning
7. Managing requests within deadlines, offering excellent options, and maximizing request-to-booking conversions
8. Promoting the wider Ten business to members and engaging with specialists to ensure top service
9. Managing daily tasks, prioritizing effectively, and ensuring timely completion
10. Building relationships with suppliers and internal teams
11. Gathering and utilizing member feedback to improve service
12. Maintaining accurate CRM records of members and their requests
13. Thinking commercially to identify and realize opportunities for commissions
14. Acting as an ambassador for Ten at all times

Minimum Requirements

1. At least 3 years of experience in luxury lifestyle management
2. Strong understanding of UHNW expectations and demands
3. Experience with CRM systems
4. Exceptional communication and problem-solving skills
5. Deep empathy and ability to build trust quickly
6. Confidence in engaging with UHNW clients
7. Proactive, can-do attitude
8. High ownership and responsibility
9. Efficient delegation and follow-up skills
10. Proven trust-building with members
11. Ability to drive high member satisfaction
12. Analytical approach with commercial awareness