We are seeking a passionate, motivated and resourceful Account Manager to join the Client Services team, responsible for developing and managing the relationship of key corporate accounts and ensure the existing contract is successful and grows in revenue and profitability through successful and deep relationship with the clients and close monitoring and management of the local team.
The role will also be a key support to the operations in the region. This will be a key role to ensure that central functions such as Quality Assurance, Training, MAID development, content generation and management, and the Ten culture are adopted as best practice in the region.
Who are we?
Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Coutts, Bank of America, Westpac and Royal Bank of Canada.
As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.
Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.
Looking ahead, Ten's strategy revolves around four key areas:
- Deliver a world-class member experience
- Invest in technology
- Expand contracts with new and existing clients
- Establish a foothold in new markets by leveraging its market-leading service proposition
For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...
Key responsibilities
Relationship Management / Business Partnerships
- Build strong and trusted relationships at all levels with our key account client organisations, from board level to account managers, operational teams and customer facing staff.
- Act as the primary relationship owner for your assigned portfolio of top tier client accounts.
- Develop and nurture business partnerships to secure a long term growth.
- Ensure that we over deliver on our contractual commitments to maintain client loyalty and be a key influence within the clients business for strategic decisions connected to their customer engagement and retention goals.
- Identify leads for contract growth opportunities with the aim of always being one step ahead of the client in recognising where Ten can make a contribution to their aims.
Day to Day Account Management
- Manage any day-to-day queries/issues with the Client promptly.
- Intervene in any member satisfaction issues to ensure they are solved quickly and to minimise any damage at the account level.
- Work closely with the operational team to ensure they are clear on the evolving requirements and service levels of all corporate accounts.
- Provide accurate management information reports on time accompanied by a positive commentary reinforcing the value of the service, and run effective monthly review meetings and Quarterly Business Reviews.
- Ensure invoices are well managed, allowing for payment to be made on time and according to the contract schedule.
- Support the RFP process for contract renewal.
Business Analysis
- Undertake data and analysis of our offering to competently manage each corporate account, ensuring we optimise the service and have strategies in place to drive the key metrics of each account.
- To quickly understand and analyse data relating to new accounts and their operational delivery requirements in order to translate findings clearly and concisely to colleagues.
- Suggest solutions and improvements to manage highlighted issues through data analysis, and manage the implementation of solutions across the business and with the client organisation.
Marketing Management
- Develop and implement profitable and appropriate marketing programmes within your accounts to drive engagement.
- Work collaboratively with key departments such as Content and Propositions to design strategies to grow our digital footprint, embracing technology and enabling Ten to deliver the best possible service.
- Identify opportunities to grow the size and value of the contract, and to follow through on these, setting an example which other team members follow.
We are looking for:
- Client facing experience across regional markets
- Managerial experience across senior stakeholders
- Excellent communication abilities and presentation skills (includes business writing expertise, delivering PowerPoint presentations and negotiation skills)
- A highly numeric mind and a love of data
- Ability to work under pressure and to tight deadlines
- Great commerciality
- Relationship building with proven success in developing and maintaining long-term business relationships with key clients
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, plus performance-based bonus.
- Remote work arrangement (T&Cs - within Malaysian borders)
- 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!
- Be part of our global, dynamic, and inclusive Team, with diversity at its core.
- Genuine career opportunities within a dynamic and international company.
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. ”
