Lifestyle Manager
Ten Group, Japan
Job Description
Want to be part of the Ten Team?
As a Lifestyle Manager, you will use your knowledge, contacts and know-how to deal with interesting and often complex requests. You will primarily be dealing in the following areas; Travel, Dining and Entertainment (that includes restaurant and ticket knowledge. You will use your expertise to help our members get the most from their lives, whilst growing knowledge within you team and across the company as a whole. You will use your research and communication skills to provide personalized solutions to our members request within specified time frames. This role will attend Japan market.
The main activities will be:
Take briefs from members on incoming requests
• To establish a clear, detailed and thorough brief from members, ascertaining exactly what the member requires and the timescales involved to meet members expectations and deliver what they want
• To ensure they are logged into the phone system in order to take briefs
• To allocate the job to the correct contact within Ten (where appropriate) in order that the appropriate specialist manages the request
Management of members’ requests
• To acknowledge requests and provide a detailed response to the member to meet or exceed their expectations
• To reply to members within deadline
• To liaise with members, suppliers and Ten staff to provide the best possible content as a response to a member’s request
• To always act in the best interest of the member, ensuring their needs are met
• To resolve each job in the most resourceful, intelligent way
• To investigate opportunities to add value to the request and exceed the members expectations
• To undertake research for any jobs that do not fit into our existing supplier base
Build relationships and rapport with our member
• To ask the member open questions in order to better understand their needs, interests and requirements
• Promote the wider Ten business to our members and suggest/take briefs for other teams in the business
• To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly
• To maintain high standards of service and communication with the member throughout the request/member journey
Administration
• To keep administration and research relating to the members or the members requests up to date in real time on the inhouse knowledge managers system in a timely manner with 100% accuracy to ensure the members requirements are clearly translated into the right actions to minimise any potential confusion that can be caused by mistakes
• To ensure that any requests that could result in commission for Ten are capitalized on and accurate invoicing is produced
• Manage your home page ensuring that jobs and tasks are completed on time and others can quickly identify priority jobs in your absence
Member Satisfaction
• To supply feedback to the member satisfaction team in order to continually drive high levels of member satisfaction and service enhancements
• To assist in customer care issues where necessary to deliver swift and effective resolution and minimize any negative impact/turn any negative impact into positive
• To bring to the attention of the Team Leader any feedback, problems or issues arising with process of the team that could negatively impact our members, to ensure they are actioned and we continue to improve
Provide Feedback
• Provide feedback to your Team Leader and/or the relevant Account Manager with any service level issues regarding existing suppliers, and identify new suppliers when needed
Requirements
Interested? The requirements to apply for the position are:
• Native-level Japanese with fluent English, written and spoken
• Availability to work in the Japan time zone
• Exceptional verbal and interpersonal skills
• Ability to work calmly under pressure
• Ability to work independently with little supervision
• Dedication to customer satisfaction
• Excellent problem-solving skills
• Basic computer literacy, including Microsoft Word, Outlook and Excel
• Detailed oriented and deadline driven
• High adaptability to a dynamic changing environment
• Self-motivation, committed and possess initiative amp; driven in the job
• Commitment to supporting the delivery of Ten’s environmental, social and governance goals, and promoting policy adherence.