The posting
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.
As Regional Account Manager for Latin America, you'll lead and grow relationships with key corporate clients across the region, acting as a trusted advisor to senior stakeholders. Working closely with cross-functional teams, you'll drive client success, identify growth opportunities, and help deliver exceptional, highly personalized experiences to affluent, HNW, and UHNW members. This is an exciting opportunity to make a real impact in a global business while working with some of the world's leading financial services brands.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Regional Client Relationship Management & Senior Stakeholder Engagement
· Build, maintain and grow trusted relationships with regional and local client stakeholders, including executive sponsors, commercial leads, operational decision-makers and internal client champions.
· Act as a credible senior partner to clients, leading conversations around performance, service issues, contract scope, commercial priorities and strategic opportunities.
· Develop a deep understanding of each client’s regional strategy, commercial priorities, customer engagement needs and long-term goals across Latin America.
· Anticipate client needs and proactively provide recommendations to enhance engagement, retention, and service excellence.
· Use CRM insight and member behavior data to support hyper-personalized engagement strategies, helping clients improve relevance, usage, loyalty and perceived value.
· Lead effective monthly and quarterly business review meetings, presenting insights, results and recommendations.
· Navigate multi-country stakeholder environments, adapting communication and account management approach to local market dynamics, cultural nuances and client expectations.
Regional Commercial Ownership & Account Growth
· Own and execute regional account plans to protect revenue, improve profitability, strengthen retention and exceed agreed commercial targets.
· Identify and execute opportunities to expand contract value and profitability through new services, enhanced propositions, pricing reviews, pilot programs, expanded member coverage or engagement strategies.
· Lead commercial discussions, including renewals, expansions, negotiations, and strategic business proposals, ensuring insight-driven compelling submissions.
· Influence client decisions by preparing clear business cases showing how Ten’s services deliver ROI, customer loyalty and commercial uplift for clients.
· Partner with Finance and regional leadership to support forecasting, commercial planning, pricing reviews and account-level profitability analysis.
· Identify opportunities to expand Ten’s role with banks, card schemes, private banking partners and premium customer propositions across Latin America.
Governance, Executive Reporting & Service Recovery
· Lead a disciplined governance rhythm, including monthly performance reviews, quarterly business reviews, executive steering discussions, risk reviews and account development updates.
· Prepare executive-level reporting that translates service, commercial and member experience performance into clear insights, risks and recommendations.
· Own client-facing recovery plans where service, SLA, NPS, CSAT or relationship performance is at risk, coordinating internal corrective actions with urgency and accountability.
Data‑Driven Insights & Reporting
· Analyze service usage, performance metrics, and financial data to identify trends, risks, and opportunities.
· Produce timely, accurate management information reports with clear commentary that reinforces Ten’s value.
· Identify risks early through data insight and coordinate actions to mitigate commercial or performance issues.
· Translate CRM data, member segmentation and usage patterns into actionable recommendations that improve personalization, proposition relevance and account performance.
· Translate complex analysis into concise, actionable insights for both Ten leadership and client partners.
Operational Partnership & Issue Resolution
· Partner with Service Delivery to ensure client requirements, SLAs, and evolving expectations are fully understood and executed consistently.
· Address escalated issues, complaints, or service concerns promptly to protect overall client satisfaction.
· Coordinate marketing programs, campaigns, or client‑specific initiatives to drive member engagement.
Thought Leadership & Internal Influence
· Represent the voice of the client internally, shaping service enhancements, product opportunities, and operational strategies.
· Provide clients with insights into industry best practices, customer engagement trends, and strategic opportunities.
Requirements
- 5–10 years’ experience in Account Management, Client Services, Partnership Management or Commercial Relationship Management, ideally with large regional or global brands.
- Proven experience managing client relationships across Latin America, with strong understanding of regional market dynamics, cultural nuances and multi-country operating models.
- Experience working with premium financial services, banks, card schemes, private banking, loyalty, lifestyle, concierge or customer engagement programs is highly desirable.
- Proven success driving revenue growth, profitability, and long‑term account retention.
- Demonstrated ability to build strong, long‑term relationships with senior corporate stakeholders.
- Strong commercial acumen, analytical capability, and business storytelling skills.
- Excellent written and verbal communication, negotiation, and presentation skills.
- High proficiency in Excel, PowerPoint, CRM tools, and data‑driven reporting.
- Strong understanding of CRM, member segmentation, lifecycle engagement and hyper-personalized customer experience strategies.
- Fluent English required; Portuguese and/or Spanish capability strongly preferred for regional stakeholder engagement across Latin America.
Benefits
Excellence for Our People, Too
Our people are at the heart of our business. We foster a culture of recognition and appreciation through regular performance reviews and our annual Extra Mile Awards, which celebrate those who go above and beyond. We are committed to supporting our employees' professional growth and development at every stage of their journey with Ten.
What You Can Expect as Part of Ten
- Competitive compensation aligned with the level of excellence expected in the role.
- Home office allowance, medical and dental insurance, as well as referral bonuses through our Employee Referral Program.
- Hybrid working model (2 office days per week), promoting a better work-life balance.
- Paid sabbatical leave: one month every five years of service, without impacting annual vacation entitlement.
- Working Holidays: the opportunity to travel and work from anywhere in the world, gaining new experiences while staying connected.
- Employee discounts, providing access to outstanding travel and entertainment benefits, just like our members.
- A dynamic, global, and inclusive environment where diversity is one of our core values.
- Genuine career growth opportunities within an international company that is continuously evolving.
- Commitment to Diversity
We value different cultures, experiences, and perspectives. At Ten, we are committed to creating an inclusive workplace where all decisions regarding hiring, promotion, development, and employment are based on merit, capability, performance, and business needs.
