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 for high-net-worth clients in the Middle East & Africa region. The role requires fluency in Arabic and English, 3+ years in travel industry with GDS experience, and expertise in managing complex complaints.
Key Skills for This Role
Responsibilities
- Lead complaint excellence across MEA by overseeing management of complex complaints and escalations
- Provide live support and guidance to Lifestyle Managers and Team Managers handling sensitive cases
- Step in directly for high profile or critical situations
- Drive continuous improvement by identifying trends, analysing root causes, and implementing strategic improvements
- Coach and elevate service standards across the operation
- Partner with high profile clients, providing updates on escalations, resolution progress, 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
- 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
- Confident engaging with senior stakeholders and clients
- Saudi National based in the Kingdom of Saudi Arabia (eligibility requirement)
Full Job Posting
Role Overview
- Ten Lifestyle Group is looking for an experienced Member Success Manager to lead complaint excellence and member recovery across the Middle East & Africa region.
- This role is not traditional customer service; it focuses on luxury service recovery and operational improvement.
- Initially supporting a prestigious financial services client in Saudi Arabia.
What You'll Be Doing
- Lead complaint excellence across MEA: oversee complex complaints and escalations, provide live support, and step in for high profile situations.
- Drive continuous improvement: identify trends, analyse root causes, implement strategic improvements to reduce complaint volumes.
- Coach and elevate service standards: act as a trusted expert and mentor, helping teams build confidence in complaint handling.
- Partner with high profile clients: provide updates on escalations, resolution progress, and strategic recommendations.
Requirements
- Professionally fluent in both spoken and written Arabic and English.
- Currently resides in Riyadh or willing to relocate.
- Minimum 3 years' experience within the travel industry with strong GDS experience (Amadeus, Sabre, or Galileo).
- Extensive experience managing complex complaints for MEA or Saudi based customers.
- Ability to de escalate emotionally charged situations with professionalism and empathy.
- Can influence, coach, and develop others in high pressure environments.
- Strategic and analytical thinking, understanding commercial impact of complaint management.
- Confident engaging with senior stakeholders and clients.
- Saudi Nationals based in the Kingdom of Saudi Arabia (eligibility requirement).
Rewards Designed Around You
- Competitive salary depending on experience.
- Paid time away from work, including a paid volunteer day.
- Paid Sabbaticals: one month after every 5 years of service.
- Ten Loyalty Rewards program with bonus and gift.
- Remote Working Holidays: possibility to travel and work anywhere in the world.
- Employee discounts on travel and entertainment.
- Global, dynamic, and inclusive team.
- Genuine career opportunities within a dynamic international company.
About Ten Lifestyle Group
- Ten Lifestyle Group is a global luxury concierge service.
- Certified B Corp committed to positive impact on society and environment.
- Diversity is a core part of company philosophy.
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