Luxury Concierge Team Manager

1 week ago

Hyderabad, Telangana, India Ten Lifestyle Group Full time

Overview

Join a company with big dreams At Ten, we aim to be the top choice for lifestyle management services worldwide.

Already leading the global market, we have a strong team of over one thousand employees working from offices around the world. Our success comes from the unique technology we use and the expertise of our dedicated lifestyle managers.

We're on a fast track to growth and have exciting plans to innovate and continue making a positive impact on the lives of our members. Are you ready to be part of this journey?

As a Luxury Concierge Team Manager, your focus will be on maintaining quality standards, setting an example of exceptional service, and striving to understand each member's needs on a personal level. Your team's strength will lie in building relationships and anticipating and fulfilling members' needs proactively.

To excel in this role, you must have a deep understanding of our services and your team's skills to ensure that both potential and existing members receive top-notch service tailored to their individual preferences. Going above and beyond isn't just a choice; it's a commitment to delivering exceptional service that wows our members.

KEY RESPONSIBILITIES

Team Management and Development

  • Maintain accountability for team performance and foster growth opportunities
  • Lead team meetings, training sessions, and provide guidance for overall team development
  • Conduct regular performance evaluations and coaching sessions to nurture team improvement
  • Engage the team in business directives, strategies, and updates

Service Quality

  • Prioritize world-class customer service and promote best practices within the team
  • Cultivate strong relationships with clients, understanding their needs to exceed expectations
  • Address and resolve dissatisfaction issues, driving long-term improvements
  • Ensure the team meets and surpasses member expectations consistently
  • Uphold performance and quality standards
  • Minimize escalations and resolve issues effectively to enhance member satisfaction
  • Promote a member-centric environment and encourage team members to exceed expectations in every interaction
  • Identify and address roadblocks to service usage for different member segments
  • Encourage feedback for continuous improvement in processes and service delivery

Administration

  • Identify opportunities to enhance products and processes for better member experiences
  • Ensure timely processing of member payments
  • Promote self-development and improvement within the team

Requirements

EDUCATION/EXPERIENCE

Knowledge, Skills & Abilities

  • Native Hindi speakers currently residing in India will be considered
  • Proficiency in English and Hindi is a must, with additional languages being a plus
  • Prior experience in team management, preferably in membership or luxury services
  • Background in luxury lifestyle management or executive assistance
  • Demonstrated skills in team improvement and development
  • Understanding of UHNW expectations in India
  • Proven ability to build strong relationships with clients and stakeholders
  • Professionalism and discretion in handling confidential information
  • Experience with CRM systems
  • Familiarity with GCC market
  • Positive attitude, cultural understanding, and flexibility in work shifts
  • Strong communication and problem-solving skills
  • Empathy, quick rapport-building, and confidence in engaging with UHNW clients
  • Ownership mentality, driving high member satisfaction
  • Analytical mindset with commercial acumen

Benefits

Join a company that values its employees Enjoy flexible work arrangements, sabbatical leave, travel discounts, diverse team, and room for growth within an international setting.

  • Flexible work options, including hybrid arrangements
  • 1-month paid sabbatical after 5 years of service
  • Access to travel and entertainment discounts
  • Diverse global team
  • Potential for career advancement in a dynamic company

Who We Are

Learn about Ten Lifestyle Group, a leading global travel and lifestyle concierge company that has been shaping customer engagement strategies since 1998. Millions of members benefit from our services, offered through partnerships with major financial and consumer brands.

Our partnerships span various industries, from financial services to luxury brands, helping drive customer metrics and digital transformations. With a focus on member experience, technology, client expansions, and market growth, Ten continues to be a pioneer in the industry.

Join us and be part of our journey towards excellence

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