At Ten our goal is simple, to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees.
We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. For more information, check out this video: Welcome to Ten!
Will you help take us there?
We are looking for a Head of Global CRM Programmes and Operations who will be responsible for establishing and leading the global CRM operating model, ensuring the efficient, scalable and consistent delivery of CRM activity across markets.
This role combines CRM operational leadership, programme governance, delivery excellence and stakeholder management to optimise how CRM initiatives are planned, prioritised, executed and measured globally. Working closely with CRM Strategy, Proposition, Product, Data, Technology, Client Services and Regional teams, the role oversees the operational delivery framework that underpins all CRM activity, ensuring programmes are delivered efficiently, consistently and in accordance with agreed standards, processes and performance objectives.
The position plays a critical role in driving operational excellence across CRM, embedding best-practice governance, improving delivery effectiveness, strengthening risk management and ensuring the organisation can scale increasingly sophisticated lifecycle, automation and personalisation programmes globally.
Key Responsibilities
CRM Operations and Delivery Leadership
- Lead the global CRM roadmap and operating model, ensuring the effective planning, prioritisation and execution of CRM programmes across all markets.
- Own CRM delivery governance, ensuring all activity is managed through structured processes, clear accountability and agreed service levels.
- Establish and maintain operational frameworks that support efficient campaign execution, automation delivery and lifecycle programme management.
- Drive operational excellence across campaign delivery, lifecycle programmes, automation and personalisation initiatives through continuous improvement across CRM processes.
- Identify opportunities to improve efficiency, scalability and execution quality.
- Ensure CRM activity is delivered consistently across regions while supporting local market requirements.
- Lead the end-to-end operational execution of CRM programmes across multiple regions, clients and business units.
- Partner with Data, Product, Technology, Commercial and Client teams to ensure seamless CRM execution.
- Develop resource planning, capacity management and operating models to support business growth.
Global Programme Delivery, Resource Planning and Operational Performance
- Create a scalable global CRM operating model, including optimal CRM attribution models and new channel launch strategies.
- Ensure consistent execution standards across all markets.
- Drive adoption of automation, personalisation and CRM best practice.
- Act as the senior escalation point for CRM delivery, operational risk and programme governance.
- Support the evolution of CRM from a campaign function to a strategic customer engagement capability.
CRM Platform and Technology Enablement
- Act as the global subject matter expert for Braze, ensuring effective use of platform capabilities.
- Partner with Product, Technology and Data teams to support CRM platform integrations, data architecture and system enhancements.
- Ensure the underlying CRM infrastructure supports scalable automation, advanced segmentation and real-time personalisation.
- Leverage customer data to inform segmentation, targeting and personalisation strategies across the member lifecycle.
- Design and implement lifecycle journeys and automated programmes that increase engagement, retention and member value.
- Partner with data analytics teams to ensure robust data, measurement frameworks and performance reporting are in place.
Performance and Reporting
- Monitor and evaluate the performance of CRM initiatives globally, identifying opportunities for continuous optimisation and improvement.
- Develop and maintain global CRM performance dashboards and scorecards for senior leadership and regional stakeholders.
- Provide data-driven insights and recommendations to improve campaign effectiveness and lifecycle engagement.
Cross-Functional Leadership and Stakeholder Management
- Act as a key strategic partner to Proposition, Product, Data, Technology and Regional teams, ensuring strong alignment on CRM initiatives.
- Lead collaboration across teams to ensure CRM programmes are successfully implemented and adopted globally.
- Support the development and capability of CRM team members, sharing best practice and strengthening internal expertise, taking on direct management responsibilities as required.
Requirements
Key Skills and Experience
- Extensive experience leading CRM operations, programme management and delivery functions within complex, fast-paced environments.
- Deep understanding of CRM platforms, including Braze, and the operational frameworks required to support scalable CRM delivery.
- Strong project and programme management expertise, with experience establishing governance frameworks, managing cross-functional dependencies and stakeholders, mitigating risks and delivering large-scale transformation initiatives.
- Experience applying recognised project and programme management methodologies, such as Agile, Scrum, PRINCE2, PMP and MSP, to deliver complex, cross-functional initiatives at scale.
- Experience managing global teams and complex multi-market delivery environments.
- Proven track record of process optimisation, operational transformation and continuous improvement.
- Strong analytical and commercial mindset with experience using data to drive decision-making and performance optimisation.
- Excellent leadership, communication and influencing skills, with the ability to align stakeholders and drive execution across multiple functions.
Benefits
Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
Rewards designed around you:
- A competitive salary depending on experience.
- Hybrid working. You can combine working from home and working from the office.
- Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
- 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 which includes a bonus and gift to say thank you for being part of Ten.
- Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
- Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
- Be part of our global, dynamic, and inclusive Team, with diversity at its core.
- Genuine career opportunities within a dynamic and international company.
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
