Member Success Manager - Arabic & English speaking Job Riyadh Saudi Arabia,Customer Service/HelpDesk

Position: Member Success Manager - Arabic & English speaking |

Transform Complaints into Loyalty.

Elevate Experiences Beyond Expectations.

Ten Group delivers exceptional lifestyle, travel, and concierge experiences to discerning members. Our clients expect world-class service, especially when things don’t go as planned.

Role Overview

We are looking for an experienced Senior Member Success Manager to lead complaint excellence and member recovery across the Middle East & Africa region.

Key Responsibilities

Oversee the management of complex complaints and escalations, ensuring members receive empathetic, commercially sound, and effective resolutions.
Provide live support and guidance to Lifestyle Managers and Team Managers handling sensitive cases, stepping in directly for high-profile or critical situations.
Drive continuous improvement by identifying trends, analyzing root causes, and implementing strategic improvements that reduce complaint volumes and severity.
Coach and elevate service standards, mentoring teams on complaint handling, emotional intelligence, and recovery conversations.
Partner with high-profile clients, providing updates on escalations, resolution progress, reporting insights, and strategic recommendations to strengthen service delivery.
Communicate member advocacy stories and CX outcomes during business reviews.

Qualifications

Fluent in Arabic and English, spoken and written.
Resident of Riyadh or willing to relocate; authorized to live and work in the Kingdom of Saudi Arabia.
Extensive experience managing complex complaints for MEA or Saudi-based customers.
Strong de‑escalation skills with professionalism and empathy.
Proven ability to influence, coach, and develop others in high-pressure environments.
Strategic and analytical mindset, with understanding of commercial impact of complaint management and member retention.
Confident engaging with senior stakeholders and clients.
Calm leadership, emotional intelligence, and strong judgment.
Experience driving projects, change initiatives, or operational improvements.
Experience in luxury hospitality, travel, concierge, or premium service environments is highly desirable.

What makes this role exciting

Influence luxury member experience strategy across Middle East & Africa.
Exposure to prestigious financial services and concierge partnerships.
Shape service recovery frameworks and complaint prevention initiatives.
Collaborative, international environment with a high impact on member experience.
Future scope to expand across additional lifestyle and travel concierge programmes.

Benefits

Competitive salary commensurate with experience.
Paid time away from work, including a paid day each year to volunteer.
Paid sabbatical: one-month paid sabbatical after every five years of service.
Ten Loyalty Rewards program with bonus and gift.
Remote working holidays – possibilities to travel and work anywhere in the world.
Employee discounts on travel and entertainment.

Commitment to Diversity and Inclusion

Ten Group promotes diverse perspectives, cultures, and experiences. All hiring and promotion decisions are based on performance, competence, commitment, and business needs. The company is committed to an inclusive work environment.

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