Member Experience Team Manager
Ten Group, Brazil
Job Description
Summary
At Ten our goal is simple, to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees.
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 innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?
As Member Experience Team Manager, you will lead on / play critical role in the management of the Member Experience Team as part of the broader LAC region.
Your role involves the accountability for the successful running of the MS, VoC and QA functions in your region. You will manage the Member Experience Team, creating an environment where they can thrive and deliver an outstanding service to our members and our internal teams at Ten. You will need to build and foster strong working partnerships with all business areas to ensure consistent resolutions, and improvement in alignment with internal and corporate requirements. You will act as the key point of contact for members with escalated complaints or feedback and you will be the point of escalation and support for both your team, and our management team, be that in an advisory capacity, or engaging directly with members. The priority for this role is to ensure that complaints are handled to Ten’s standards and recorded correctly, that QA is completed and that NPS is recorded and published accurately in LAC.
You will work closely with Operations, Proposition, Product and Global CX on Service Improvement Initiatives and on increasing Service Quality Standards.
Essential Duties and Responsibilities
Service Delivery
· Own the process for complaint management and feedback logging by ensuring complaints are managed within SLA’s and analysis of our member complaints is shared with Department Heads/Team Managers
· Own responses to escalated member service issues in a timely manner.
· Own and maintain MS initiatives and policies for the LAC market, for example, MS redress policies and MS standards.
· Own and maintain QA initiatives and policies for the LAC market, for example, ensuring that the correct amount of QA is performed on a monthly basis.
· Own and maintain VoC initiatives and policies for the LAC market, for example, ensuring that NPS and Feedback are all logged accurately each month, STARs / Aamp;B etc. is delivered.
· Manage day to day operations of the Member Experience Team in LAC.
· Contribute to MX Team processes, updates and act as a lead on regional rollouts.
· Work closely with department heads and ensure that they are aligned with the MX and Talent Development team and that training or coaching on improvement trends across the region have been delivered.
· Lead on weekly meetings to discuss team projects, trends, and ideas to improve the service alongside the Head of CX / CX Manager.
· In the absence of a CX Manager, ensure that frequent performance meetings are held with all departments across LAC to review NPS, member feedback, both positive and negative as well as QA.
· Set, communicate, and deliver on OKRs that contribute to overall business needs, giving the team clear direction on and what they need to achieve to be successful.
· Supervise day-to-day operations in the Member Experience department.
· Work closely with team to benchmark results and service levels. Working with Tamp;D and Managers, supporting them in the use of QA results and member feedback to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance.
· Use good judgement and personal skills to recognize the needs to provide and/or request short term support to/from other teams when unexpected resource or demand issues arise and implement to maintain achievement of targets.
· Projects above owned in the region should fit into global alignment wherever possible and reasonably required to.
Departmental / People Management
· See to the personal development of your line reports, ensuring they are working towards excellent performance and their career goals.
· Hold your line reports accountable delivery of responsibilities as outlined in their job descriptions.
· Ensure collaboration and teamwork within and across teams to achieve departmental, regional, and global goals.
· Foster a member-focused culture with an emphasis on delighting Ten’s members.
· Conduct monthly 1-2-1s and performance reviews every 4 months with line reports, identify improvement areas and offer coaching and mentoring in ord