CX Manager - NAM
We’re looking for a Customer Experience (CX) Manager to join our global CX team. In this role, you’ll own the regional Service Improvement Plan (SIP), analyze Voice of the Customer (VoC) insights, and map customer journeys to deliver seamless, high‑impact experiences. You’ll collaborate with global and regional teams to shape the future of member experience at Ten.
Key Responsibilities
- Own and integrate the regional SIP with regional leadership and the global SIP.
- Analyze VoC and operational data to prioritize initiatives and track outcomes (e.g., NPS, retention, CX Score).
- Map and optimize customer journeys to identify friction points and drive improvements.
- Partner with the VoC Manager on monthly insights and biannual Request Journey Map updates.
- Coordinate cross‑functional initiatives and influence priorities across Operations, Product, and Client Services.
Must‑haves:
- Strong ability to lead, influence, and collaborate across teams and senior stakeholders.
- Skilled in data storytelling—turning complex insights into clear, actionable narratives.
- Knowledge of CX metrics (NPS, CSAT, CES, CLV).
- Proficiency in Microsoft Excel & PowerPoint; comfort with digital tools and analytics.
- Experience in customer‑focused roles or CX analysis.
Nice‑to‑haves:
- Exposure to Lean/Six Sigma or continuous improvement practices.
- Experience in travel, hospitality, or premium service environments.
Guidelines for Hybrid/Home Office
- Located in New York, Las Vegas, or Toronto.
- If within commuting distance, you’ll work at least 3x per week in the office (Subject to change)
- A secure home office, free from background noise or distractions.
- Internet service must meet minimum requirements (speed check required).
Our people are at the heart of the business, and we have a culture of recognition and reward—through regular appraisals and annual Extra Mile Awards. We support your growth and encourage you to bring your aspirations into your career at Ten.
Rewards designed around you:
- Competitive salary based on experience.
- Hybrid working—combine home and office.
- Paid time away—competitive PTO, plus one volunteer day per year.
- Paid Sabbatical—one month every 5 years.
- Ten Loyalty Rewards—bonus and gift at service milestones.
- Remote Working Holidays—work from (almost) anywhere for short periods.
- Employee discounts on travel and entertainment.
- Genuine career opportunities in a global, inclusive team.
Who We Are
Ten Lifestyle Group is a global luxury concierge service, serving High‑Net‑Worth (HNW) and Ultra‑High‑Net‑Worth (UHNW) clients with exceptional experiences. Our goal is simple: to become the most trusted service business in the world.
We deliver our service through a combination of Ten’s proprietary technology platform and the expertise of our highly trained Lifestyle Managers. Ten is growing quickly and is proud to be a Certified B Corp, joining a global community of businesses committed to positive social and environmental impact.
To find out more about Ten, please watch this short video This is what we Do!
Apply now to join Ten Lifestyle Group and turn your passion into your profession.
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We provide intelligent support. Our members – whether they are using lifestyle concierge or professional support services - benefit from the expertise of our specialists combined with our unique in-house knowledge sharing and management systems.
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