Member Success Manager

Summary

Join Ten Life Group as a Member Success Manager and play a critical role in representing members' interests within the business, ensuring optimal outcomes and fostering loyalty. You will be responsible for resolving complaints and escalated complaints, providing support to the EMEA region, and facilitating clear communication within the MX Team. Collaborate with Operations, Proposition, Product, and Global CX teams to transform dissatisfied members into loyal advocates. The role involves actively managing complaints, adhering to SLAs, enhancing service delivery, and providing coaching to team members. You will also serve as a point of contact for client services, interact with corporate clients, and create client-facing reports. This position requires a high school diploma or equivalent, fluency in English and Arabic, and excellent communication skills.

Requirements

• A minimum of a high school diploma or equivalent
• Record of success in MS process management
• Candidates who are CURRENTLY based in Malaysia with the correct visa rights to work will be considered
• Fluency in English and native Arabic is required
• Excellent written & oral communication is a MUST
• Your communication style is confident and persuasive with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with clients, management, and business partners
• Passion for the member, client, and service delivery standards – You are an advocate for the client/member, you can demand excellence from others
• Tactful – Ability to show consideration for and maintain good relations with others
• Discretion – Ability to handle sensitive and confidential company matters
• Common Sense – Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
• Responsible – Ability to be held accountable or answerable for one’s conduct
• Independence – Ability to work independently with minimal supervision, be self-motivated
• Detail Oriented – Ability to pay attention to the minute details of a project or task
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines
• Project Management – Ability to organize and direct a project to completion
• Prioritizing – Able to prioritize a multitude of assigned tasks and complete each in order of importance
• Accuracy – Ability to perform work accurately and thoroughly
• Computer Proficiency, including Microsoft Word and Excel
• Usage of MS Excel data analysis functions such as pivot tables and lookup formulas
• Ability to quickly learn new IT systems – CRM tool, call listening system, etc
• Business Acumen – Demonstrates a strong understanding of business concepts and issues, applying critical thinking to address members queries efficiently while minimizing costs

Responsibilities

• Role model in our Ten 2030 Principles: Put Members First, The Best Idea Always Win, Be Bold and Audacious, have a Global Mindset, Collaboration Take us Further, Be Accountable, Run Brilliant Meetings, Be Pioneers and Take it to The Moon - plus- Ten’s Values
• Actively and openly receives new complaints raised allocated by Service &Delivery team / Feedback Inbox
• Ownership and successfully resolved complaints and escalated complaints as per Ten and Corporate Service Level Agreements (SLAs)
• Complete understanding and knowledge of corporate client SLAs and service deliverables
• Is responsible for accurately recording all complaints owned before the third working day of the following month
• Learns from member complaints and uses this to enhance our service delivery
• Propose enhancements to complaint handling processes and efficiencies
• Is available on phone line and email to receives urgent complaints and escalation raised by our members
• Manages and plays an integral part is resolving corporate complaints raised through Client Services and Key contacts
• Monitors and supports on feedback being managed outside of the MX team
• Provides consistent and appropriate advice and coaching on feedback resolutions to Lifestyle Managers and Team Managers
• Ensures fair and member focused outcomes are reached for all complaints and that they are only closed when appropriately resolved
• Drives a member focused culture through all communication
• Assist and knowledge of wider MX team roles and responsibilities, including feedback inbox management etc
• Participates and delivers on Member Success training and coaching where required to Lifestyle Manager and Team Managers
• Serve as point of contact for client services for assistance on troubleshooting and work closely with the Department Head to support on improvement work related to our service
• Interact with AMEA based corporate clients
• Support a point of escalation for client related complaints or feedback
• Attend client meetings to represent Member Experience when required
• The individual in this role is responsible for creating and presenting client-facing reports that focus on customer care performance and outcomes
• As Member Success Manager you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering
• This means approaching your work every day with a positive, solution-oriented, and supportive attitude
• Be curious, rigorous, and optimistic when approaching all tasks and challenges

Preferred Qualifications

• Further education in a relevant field is a bonus
• Knowledge and expertise in complaint resolution, particularly in the entertainment / travel industry is a plus
• Knowledge of other languages skills is a benefit, but not a necessary requirement
• A secure home office at your confirmed address, free from background noise or other distractions
• Internet service must meet minimum requirements and minimum speed check must be complete

Benefits

• A competitive salary depending on experience
• 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 - possibilities to Travel and Work anywhere in the world!
• 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