Team Manager - Online Support and Proposition Coordination
Remote / Online - Candidates ideally in
Cape Town, 7100, South Africa
Listing for:
Ten Lifestyle Group
Full Time, Remote/Work from Home
position
Listed on 2026-01-28
Job specializations:
-
Management
Operations Manager, Program / Project Manager, Client Relationship Manager, Business Management
Job Description & How to Apply Below
Shape the Future of Service Excellence with Ten!
Driving Innovation and Trust:
Ten’s Journey to Redefine Service Excellence
Ten is on a mission to become the most trusted service business in the world. Technology-driven Product is at the centre of our strategy to create a hugely successful service and business. Millions of members already have access to Ten's services across lifestyle, travel, dining and entertainment on behalf of over fifty clients including HSBC and Swisscard. Ten's partnerships are based on multi-year contracts generating revenue through platform-as-a-service and technology fees.
We have the advantages of already being at scale globally with a critical mass of high net worth members via stable, multi-year revenue-generating contracts. We already have a market leading consumer proposition and credibility (and many integrations) with the leading suppliers/partners across our ‘big 4’ service categories of restaurants/travel/entertainment and luxury retail.
We are profitable and the first B Corp listed on the London Stock Exchange (AIM market).
Our plans are to continue to invest into technology (including AI) to become the main way that our members organise their leisure lives. The next few years will see Ten speed up our progress via our Growth Engine strategy, making the next huge steps to achieve our ambitions together.
For more information, please watch Ten's Growth Engine Video
Overview
Are you an experienced leader passionate about driving exceptional service, optimizing team performance, and fostering innovation? Do you have a talent for managing diverse responsibilities while maintaining a laser focus on delivering value? If so, this role is perfect for you!
About the Role
As a Team Manager
, you will oversee 2 distinct teams, each with unique responsibilities, while serving as a role model for excellence and innovation:
Online Support Team (OST):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.Proposition Coordinator Team: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.Key Responsibility Areas
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.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 1-2 year of experience in a supervisory or team lead role.Service-oriented, flexible and able to work under pressureStrong communication, time management, and project management skills.Proficiency in Microsoft Office, including Excel (pivot tables, lookup formulas)…
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