وصف الوظيفة
Role Overview
Member Success Manager - Travel Specialist at Ten Group, based in Riyadh. This role leads complaint excellence and member recovery across the Middle East & Africa region, initially supporting a prestigious financial services client in Saudi Arabia.
Company Overview
Ten Lifestyle Group is a global luxury concierge service delivering exceptional lifestyle, travel, and concierge experiences to high-net-worth and ultra-high-net-worth clients. Ten is a certified B Corp committed to making a positive impact on society and the environment. The company operates a technology-enabled platform combined with highly qualified lifestyle managers and is experiencing rapid growth with ambitious plans for innovation and expansion.
Role Purpose
To transform complaints into opportunities for loyalty by leading complaint excellence and member recovery at scale, protecting and strengthening relationships with high-net-worth and ultra-high-net-worth members while shaping how luxury service recovery is delivered across the Middle East & Africa region.
Key Responsibilities
Complaint Excellence & Escalation Management
- Lead the management of complex complaints and escalations across the Middle East & Africa region, ensuring members receive empathetic, commercially sound, and effective resolutions.
- Provide live support and guidance to Lifestyle Managers and Team Managers handling sensitive cases.
- Step in directly when needed for high-profile or critical situations.
Continuous Improvement & Analytics
- Identify complaint trends and analyse root causes to implement strategic improvements that reduce complaint volumes and severity.
- Drive prevention initiatives and operational improvements that directly shape the future member experience.
- Influence senior stakeholders and leadership on service improvements.
Coaching & Team Development
- Coach and mentor teams across the operation to build confidence in complaint handling, emotional intelligence, and recovery conversations.
- Deliver coaching with empathy, credibility, and calm authority to elevate service standards.
Stakeholder & Client Partnerships
- Work closely with client stakeholders, providing updates on escalations and resolution progress.
- Report insights and strategic recommendations to strengthen service delivery.
- Communicate member advocacy stories and customer experience outcomes during business reviews.
Qualifications & Experience
- Minimum 3 years' experience within the travel industry.
- Strong hands-on experience using a Global Distribution System (GDS) such as Amadeus, Sabre, or Galileo to manage complex travel bookings.
- Extensive experience managing complex complaints for Middle East & Africa or Saudi-based customers.
- Professional fluency in both spoken and written Arabic and English.
- Experience driving projects, change initiatives, or operational improvements.
Skills & Competencies
- Ability to de-escalate emotionally charged situations with professionalism and empathy.
- Capacity to influence, coach, and develop others in high-pressure environments.
- Strategic and analytical thinking, not purely operational focus.
- Understanding of the commercial impact of complaint management and member retention.
- Confidence engaging with senior stakeholders and clients.
- Calm leadership, emotional intelligence, and strong judgement.
- Natural curiosity and solutions-driven mindset.
- Collaborative rather than confrontational approach to problem-solving.
Additional Information
Location & Eligibility
- Currently resides in Riyadh or willing to relocate to Riyadh.
- 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
- Competitive salary depending on experience.
- Paid time off package, including a paid day each year to volunteer for a cause important to the employee.
- One month paid Sabbatical after every 5 years of service, without tapping into annual leave.
- Lucrative Ten Loyalty Rewards program which includes a bonus and gift.
- Remote working holidays with the possibility to travel and work anywhere in the world.
- Access to travel and entertainment discounts available to clients' members.
- Regular performance reviews and annual Extra Mile Awards for outstanding achievements.
- Support for incorporating personal goals and interests into career development.
- Genuine career opportunities within a dynamic and international company.
- Part of a global, diverse, and inclusive team with diversity at its core.