Member Success Manager - Travel specialist | Riyadh
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Key skills for this role
About the Role
Ten Lifestyle Group is hiring a Member Success Manager to lead complaint excellence and member recovery across the Middle East & Africa region.
Key Skills for This Role
Responsibilities
- Lead complaint excellence across MEA: oversee management of complex complaints and escalations, ensuring empathetic, commercially sound, and effective resolutions
- Provide live support and guidance to Lifestyle Managers and Team Managers handling sensitive cases, stepping in directly when needed for high profile or critical situations
- Drive continuous improvement: identify trends, analyze root causes, and implement strategic improvements to reduce complaint volumes and severity
- Coach and elevate service standards: act as a trusted expert and mentor, helping teams build confidence in complaint handling, emotional intelligence, and recovery conversations
- Partner with high profile clients: work closely with client stakeholders, providing updates on escalations, resolution progress, reporting insights, and strategic recommendations
Requirements
- Professionally fluent in both spoken and written Arabic and English
- Currently resides in Riyadh (or willing to relocate to Riyadh)
- Minimum of 3 years experience within the travel industry, with strong hands on experience using a Global Distribution System (GDS) such as Amadeus, Sabre, or Galileo
- 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
- 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
- Saudi National based in the Kingdom of Saudi Arabia (eligibility requirement)
Full Job Posting
Role Overview
- At Ten Group, we deliver exceptional lifestyle, travel, and concierge experiences to some of the world’s most discerning members.
- We are now looking for an experienced, emotionally intelligent, and commercially minded Member Success Manager to lead complaint excellence and member recovery across our Middle East & Africa region.
- This is not a traditional customer service role.
- This is an opportunity to shape how luxury service recovery is delivered at scale, influence operational excellence across teams, and build a culture where member feedback becomes a catalyst for innovation and loyalty.
- Initially supporting a prestigious financial services client in Saudi Arabia, you will play a pivotal role in protecting and strengthening relationships with high net worth and ultra high net worth members.
What You’ll Be Doing
- Lead Complaint Excellence Across MEA: You’ll oversee the management of complex complaints and escalations, ensuring members receive empathetic, commercially sound, and effective resolutions. You’ll provide live support and guidance to Lifestyle Managers and Team Managers handling sensitive cases, wh
- Drive Continuous Improvement: This role is equally about prevention as it is about resolution. You’ll identify trends, analyse root causes, and implement strategic improvements that reduce complaint volumes and severity across the business. From coaching leaders to improving operational processes an
- 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 duri
Requirements
- Is professionally fluent in both spoken and written Arabic and English
- Currently resides in Riyadh (or willing to relocate to Riyadh)
- Has minimum of 3 years' experience within the travel industry, with strong hands on experience using a Global Distribution System (GDS) such as Amadeus, Sabre, or Galileo to manage complex travel bookings
- 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
Eligibility Requirement
- This role is open to Saudi Nationals who are based in the Kingdom of Saudi Arabia, in accordance with local employment regulations and the Kingdom's Saudization programme.
Benefits
- A competitive salary depending on experience.
- 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.
About Us
- Ten Lifestyle Group is a global luxury concierge service and offers a unique opportunity to become part of a dynamic team in our travel department.
- Our clients and employees are at the center of everything we do. We support High Net Worth (HNW) and Ultra High Net Worth (UHNW) clients in organizing their leisure and luxury travel.
- Our goal at Ten is simple: We want to become the world’s most trusted service company.
- We deliver our service through a combination of our unique, technology enabled platform and the expertise of our highly qualified lifestyle managers.
- Ten is growing rapidly and has ambitious plans to continue innovating and improving the lives of our members.
- As a certified B Corp, Ten Lifestyle Group is part of a global community of companies committed to making a positive impact on society and the environment.
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