We want to drive and develop our dining proposition and partnerships to provide our members priority/guaranteed access to the top restaurants around the globe. To deliver unique key benefits and experiences for our members and relevant corporate clients with specific dining programmes across allof Ten's markets. Your role is to be commercially driving revenue across the business and delighting members through positive NPS results and feedback.
Your role as Head of will ensure that you are working with other key stakeholders; Ensuring that together as a team the dining proposition is delivering and meeting business expectations by achieving key metrics. You will take full accountability for dining partnerships ensuring you deliver on all client and member requirements, including but not limited to strategic partnerships growth in key markets for both online and offline services, revenue, NPS, customer service and sustainability.
You will be fully accountable for sharing awareness of your work across other departments and offices, ensuring they have an excellent knowledge of our partnerships/proposition and are making the most effective use of them.
As industry lead, your knowledge and passion to motivate and drive performance of lifestyle managers, operational teams and the platform should consistently be shared. You (and in turn the dining team(s)) should always be up to date with current market trends, what competitors are delivering, what our members are obtaining access to, unique market leading partnerships, eager to develop ticket knowledge around you, based on growth of Ten and corporate clients.
You will think ahead to develop and execute new strategies and processes ensuring growth of dining relationships, team revenues and member experiences. To have the ability to drive and implement new innovations and changes with support and buy in from senior stakeholders across the business.
Responsibilities - To take full accountability for all proposition partnerships and contracts secured by you or by others that fall under the dining category globally where allocated.
- Develop a clear strategy to ensure we have best in market offers and access (e.g. held tables) and commission agreements in place, where relevant
- Seek new opportunities for growth in access for UHNW market and large scale opportunities for mass affluent programmes. To be accountable for delivering against campaign performance KPIs.
- To continuously lead dining experts across the globe to maintain relationships with partners to ensure we are nurturing an ongoing sustainable relationship for future growth
- To monitor performance of partnered suppliers and ensure they are delivering a consistently high-quality service, driving improvements to member satisfaction/NPS and efficiencies
- Monitor redemption, data analytics and demand of Dining Events and our access to ensure its resonating with the member base. Based on this continued understanding make improvements to the strategy by member group (or client) and region ensuring we have relationships in place which are driving engagement, acquisition, loyalty and revenue
- Work closely with Content and Marketing department ensuring all events, access and benefits have maximum exposure to members globally both online and offline
- To be continuously aware of competitors and what they are delivering to ensure we are always one step ahead in the market
- To work closely with the relevant operational teams across the business to ensure you are fully aware of all best practice (including specific T&Cs, which suppliers to work with) to ensure we are consistently improving processes
- To work with the relevant stakeholders across the business to create a holistic strategy for approaching vendors. To ensure teams across the business are kept fully up to date with changes and new processes implemented
- To drive efficiency within dining teams (or dining requests) by continuously developing and improving processes; sharing successes and implementing processes learnt from differing regions
- Propose and implement new strategies, campaigns and to positively impact on member satisfaction/NPS, corporate revenue and efficiencies
- When appropriate to line manage dining partnership roles/support ensuring your team build strong proposition and that members using the service are receiving a high-quality service
- To conduct monthly appraisals with each line report reviewing their performance and discussing their personal development
- To set objectives with key results for each team member to ensure they contribute to the overall department objectives and global proposition. Ensure these are communicated timely so that the team know at the start of the month how and what they need to perform to
- Contribute to wider strategic goal for the global team or for wider region with support from your Director
- To manage any lateness, sickness or punctuality issues by individuals following HR guidelines and policies so that any effect to service delivery is minimised
- To support and coach your team and those who contribute to the dining proposition to manage their workload in the most effective way in order to deliver on the requirements of the client and internal deadlines; to be role modelling in time management and organisation
- To be a beacon of best practice in your leadership style always, to create and nurture a culture of success, professionalism
- Work with Client Services and Regional Business Development Managers with all client related matters; supporting on new business proposals
- Be available to lead, maintain and support on any established client and member relationships
Requirements
Skills and previous experience:
- Proven track record of negotiating and procuring relationships offers or events
- Experience in working with Dining Booking Platforms, API distribution and venue management systems
- Experienced in working across multiple markets with a prove track record of success
- Broad working knowledge of key brands and partners globally across various lifestyle industries (travel, retail, entertainment)
- Ability to initiate and lead on new business initiatives and proposal; ensuring these are aligned with the dining proposition key objectives
- People management skills; Previous success motivating and driving performance in others (whether line reports or colleagues, ideally sales/negotiation team). Effectively communicating and motivating people to ensure you are always obtaining the best results.
- Can demonstrate experience of working within a customer-lead industry and strives to continuously deliver excellent customer service.
- Project management; Experience in managing highly complex global projects with multi-stakeholders internally and externally
- Account Management: Interacted with Senior stakeholders building trust and loyalty, ensuring you deliver on all requirement agreed, point of escalation and present new business initiatives
- Analytical decision maker: Used performance data and leadership skills to drive results
Behaviors
- Natural commercial drive and innovation, always seeking new opportunities and creativity with the partnerships, clients or internal stakeholders. A natural networker who can develop and implement new initiatives to commercially impact the team and business
- A passion for working in a business that places members and customer service at their core as well as commercial success
- A passion for motivating and developing people
- A natural communicator who always takes the time to keep their team and colleagues informed and up to date, always considers the best way to tailor communication to different individuals rather than robotically forwarding emails and reports
- Great people management skills; you can demonstrate the ability to influence and persuade senior stakeholders and colleagues in other departments, and will be recognized as a supportive and effective colleague particularly during busy or high-pressure periods for the business
Benefits
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
- Vision insurance