Member Success Manager - Travel Specialist
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Key skills for this role
About the Role
Lead complaint excellence and drive continuous improvement in luxury service recovery, requiring strong emotional intelligence, coaching skills, and experience in travel industr.
Key Skills for This Role
Responsibilities
- Oversee management of complex complaints and escalations for MEA region
- Provide live support and guidance to Lifestyle Managers and Team Managers on sensitive cases
- Identify trends, analyze root causes, and implement strategic improvements to reduce complaint volumes
- Coach teams on complaint handling, emotional intelligence, and recovery conversations
- Partner with client stakeholders, providing updates on escalations and strategic recommendations
Requirements
- Professional fluency in Arabic and English
- Minimum 3 years experience in the travel industry
- Hands on experience with GDS (Amadeus, Sabre, or Galileo)
- Experience managing complex complaints for MEA or Saudi based customers
- Ability to de escalate emotionally charged situations
- Saudi National (due to Saudization programme)
Full Job Posting
Role Overview
- Lead complaint excellence and member recovery across Middle East & Africa region.
- Initially supporting a prestigious financial services client in Saudi Arabia.
- Opportunity to shape luxury service recovery at scale and influence operational excellence.
What You'll Be Doing
- Oversee management of complex complaints and escalations, ensuring empathetic and commercially sound resolutions.
- Provide live support and guidance to Lifestyle Managers and Team Managers handling sensitive cases.
- Identify trends, analyze root causes, and implement strategic improvements to reduce complaint volumes.
- Coach teams on complaint handling, emotional intelligence, and recovery conversations.
- Partner with client stakeholders, providing updates on escalations and strategic recommendations.
We're Looking For Someone Who
- Is professionally fluent in Arabic and English.
- Currently resides in Riyadh or willing to relocate.
- Has minimum 3 years experience in travel industry with GDS proficiency (Amadeus, Sabre, or Galileo).
- 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.
- Understands commercial impact of complaint management and member retention.
- Is confident engaging with senior stakeholders and clients.
- Has experience driving projects, change initiatives, or operational improvements.
Eligibility
- Open to Saudi Nationals based in Saudi Arabia, in accordance with Saudization programme.
Rewards
- Competitive salary depending on experience.
- Paid time off including volunteer day.
- Paid sabbatical after 5 years of service.
- Ten Loyalty Rewards program.
- Remote working holidays.
- Employee discounts on travel and entertainment.
- Global, dynamic, and inclusive team.
- Genuine career opportunities.
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