Regional Customer Experience Manager - UK & EU

Ten Lifestyle Group; Durban; On-site; ZAR 600,000 - 800,000; Full time

Job summary

Ten Lifestyle Group is seeking a CX Manager for their growing team in Durban. This role involves driving customer satisfaction improvements and collaborating with various departments to enhance the overall customer experience. The ideal candidate will have strong leadership skills and a data-driven mindset, contributing to a culture centered around member satisfaction.

Benefits

Competitive Salary

Hybrid working option

Paid time away for volunteering

Paid Sabbaticals after 5 years

Employee Discounts

Qualifications

• Proven ability to lead service improvement initiatives.
• Experience in customer satisfaction metrics such as CSAT and NPS.
• Strong analytical skills with a customer-first mindset.

Responsibilities

• Lead and manage the Service Improvement Plan for the region.
• Champion the member experience across diverse teams.
• Analyze data to find pain points and prioritize improvements.

Skills

Leadership

Collaboration

Analytical Skills

Customer-Centric Perspective

Project Management

Education

Relevant Bachelor’s Degree

Tools

Microsoft Office

Miro

Job description

Ten is building a global Customer Experience (CX) team to create compelling, seamless experiences for members worldwide—both online and offline. The team will be globally distributed with regional representation, all reporting into a central CX function.

As a CX Manager , you’ll play a key role in connecting your regional teams with global operations. You’ll have expert knowledge of customer journey touchpoints and use this to drive service improvements, align priorities, and foster a culture obsessed with member satisfaction.

In this role, you’ll work closely with teams across Operations, Member Satisfaction, Finance, Client Services, Product, Tech, and IT to :

• Lead and manage the Service Improvement Plan (SIP) for your region, ensuring it aligns with both local and global goals.
• Champion the member experience , setting the tone for your regional team to prioritize customer satisfaction at every level.
• Analyze data and customer journeys to uncover insights, spot pain points, and prioritize improvements based on impact and effort.
• Collaborate with the Voice of Customer (VoC) team to produce monthly reports and updates that highlight key trends and areas for action.
• Spot opportunities for improvement using VoC feedback and your own experience with the service.
• Contribute to the customer experience (CX) roadmap , aligning regional needs with global priorities and coordinating with other business initiatives.
• Take ideas from concept to delivery , driving meaningful changes that enhance the customer journey.
• Act as the voice of the customer in your region, sharing insights and feedback with product, CX, and training teams.
• Effectively communicate insights and outcomes to both internal teams and external clients.
• Proactively identify and push for changes that align with customer needs and business goals.

Requirements

Knowledge & Skills :

• Strong leadership and collaboration skills across diverse teams and stakeholders, demonstrating initiative and a proactive mindset.
• Ability to distill complex data into compelling, action-oriented narratives with a customer-first perspective.
• Deep understanding of customer satisfaction and loyalty metrics (CSAT, NPS, CES, CLV), guided by a naturally customer-centric and optimistic outlook.
• Technologically adept, with curiosity and enthusiasm for learning and using new digital tools and AI technologies.
• Analytical and methodical, able to spot issues early, assess risks, and propose improvements with commercial awareness.
• Comfortable navigating complex team structures and accounts in a client-agnostic, fast-paced environment.
• Strong delivery focus, with excellent project and product management capabilities, and a rigorous, detail-oriented approach.
• Previous roles in customer-obsessed organizations, reflecting a strong instinct for user-centric design and service.
• Hands-on experience with customer satisfaction initiatives and delivering cross-functional change with stakeholders at all levels.
• Proven ability to write clear, insightful reports that drive decision-making.
• Proficiency in Microsoft Office (especially Excel and PowerPoint), with familiarity in tools like Miro.
• Skilled at analyzing customer processes and identifying improvement opportunities, driven by a continuous learning mindset and love for collaborative, cross-functional work.

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
• You must meet our minimum internet speeds if you want to work remotely / in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative. To check your internet speed please click, follow the instructions and once you have your results, please take a screenshot and upload this on your application form.

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.
• Hybrid working . You can combine working from home and working from the office. If you don’t live near our office then we are open to fully remote working options too.
• Paid time away from work . Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• 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 which includes a bonus and gift to say thank you for being part of Ten.
• Remote Working Holidays
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team , with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

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.

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Regional Manager • Durban, KwaZulu-Natal, South Africa