Team Manager

Summary

Join Ten Life Group as a Team Manager and lead two distinct teams, the Online Support Team and the Proposition Coordinator Team. You will oversee online bookings, member benefits, and global project management, ensuring operational efficiency and member satisfaction. This role requires 5-10 years of experience in a leisure-oriented sector, advanced GDS system knowledge (especially Amadeus), and proven supervisory experience. Based in Cape Town, this hybrid position offers a competitive salary, paid time off, paid sabbaticals, employee discounts, and opportunities for professional development within a dynamic global company. The ideal candidate is service-oriented, flexible, and possesses strong communication and project management skills.

Requirements

• Candidate must be Cape Town-based and agree to a hybrid work contract (at least 40% in office presence)
• You MUST have excellent language skills in professional English in written and spoken (according to the CERF Framework C1-C2)
• 5-10 years of experience in the leisure-orientated sector of business, hospitality, retail, leisure, Customer service, concierge or call center with a focus on back-end online support processes
• Advanced knowledge of GDS systems, especially Amadeus (preferably EGlobal)
• At least 1 year of experience in a supervisory or team lead role
• Service-oriented, flexible and able to work under pressure
• Strong communication, time management, and project management skills
• Proficiency in Microsoft Office, including Excel (pivot tables, lookup formulas) and PowerPoint
• Computer Literate: to a high level and proficient with all Microsoft Office programs (Outlook, Excel, Word, PowerPoint)
• Flexibility: This position is a full-time 40-hrs per week; Monday - Friday between the hours of 08:00 - 20:00

Responsibilities

• Oversee member bookings made via the online platform, ensuring a smooth and efficient process
• Act as the Global Project Manager, owning best practices and ensuring alignment across global teams
• Monitor system quality, address escalations, and work closely with technology teams to improve the booking experience
• Deliver exclusive benefits such as complimentary tickets, discounts, and VIP access to members
• Ensure timely and accurate handling of member requests while collaborating with stakeholders to enhance benefit fulfillment
• Support promotional campaigns and address challenges in benefit delivery
• Lead and manage a team of up to 12, ensuring performance targets, resource plans, and service standards are met
• Conduct regular reviews, provide coaching, and support career progression for high-performing team members
• Oversee online bookings and member benefits delivery, ensuring accuracy, efficiency, and quality
• Act as the global owner of Online Support Team best practices, driving consistency and improvements
• Manage escalations, collaborate with internal teams, and propose platform and process enhancements
• Build strong stakeholder relationships to align team objectives with business goals and share best practices globally
• Drive continuous improvement initiatives to enhance operational effectiveness and member satisfaction
• Lead global projects, monitor budgets, ensure compliance, and act as a role model for excellence

Preferred Qualifications

Additional software or CRM tools experience of advantage

Benefits

• A competitive salary package
• 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 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!
• Genuine career opportunities within a dynamic and international company
• Safe & secure offices located in Cape Town Foreshore, with complimentary off-street parking