Member Success Manager

• Lead Complaint Excellence Across MEA

• Drive Continuous Improvement

• Coach & Elevate Service Standards

• You ll act as a trusted expert and mentor across the operation helping teams build confidence in complaint handling, emotional intelligence, and recovery conversations.
• Your ability to coach with empathy, credibility, and calm authority will be essential.
• Partner with High-Profile Clients :
• You ll work closely with client stakeholders, providing updates on escalations, resolution progress, reporting insights, and strategic recommendations to strengthen service delivery.
• You ll also help communicate powerful member advocacy stories and CX outcomes during business reviews.

What Makes This Role Exciting

• A rare opportunity to influence luxury member experience strategy across the Middle East
• Exposure to prestigious financial services and concierge partnerships
• The ability to shape service recovery frameworks and complaint prevention initiatives
• A highly collaborative, international environment where your ideas can genuinely influence change
• Future scope to expand across additional lifestyle and travel concierge programmes in the region

We Re Looking For Someone Who

• Is professionally fluent in both spoken and written
• Arabic and English
• Currently resides in Riyadh (or willing to relocate to Riyadh) and has the necessary authorization to live and work in Kingdom of Saudi Arabia
• Has extensive experience managing complex complaints for MEA or Saudi-based customers
• Knows how to de-escalate emotionally charged situations with professionalism and empathy
• Can influence, coach, and develop others in high-pressure environments
• Thinks strategically and analytically - not just operationally
• Understands the commercial impact of complaint management and member retention
• Is confident engaging with senior stakeholders and clients
• Brings calm leadership, emotional intelligence, and strong judgement
• Has experience driving projects, change initiatives, or operational improvements
• Ideally has exposure to luxury hospitality, travel, concierge, or premium service environments
• The Kind of Person Who Will Thrive Here
• You are naturally curious and solutions-driven.
• You see complaints as opportunities to rebuild trust and strengthen loyalty.
• You remain calm under pressure and know how to bring confidence to others during difficult moments.
• You re collaborative rather than confrontational, and you know how to coach people in a way that inspires growth instead of fear.