Member Success Manager - Travel specialist
Riyadh, Saudi Arabia
Listed on 2026-07-15
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Customer Service/HelpDesk
Client Relationship Manager, Customer Service Rep, Bilingual, Event Manager / Planner
About Ten Group
Transform Complaints into Loyalty. Elevate Experiences Beyond Expectations. At Ten Group, we deliver exceptional lifestyle, travel, and concierge experiences to some of the world’s most discerning members. Our clients expect world‑class service, especially when things don’t go to plan. 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, while partnering closely with operational leaders, client stakeholders, and regional CX teams.
If you thrive in high‑touch environments, know how to turn detractors into advocates, and can coach others to deliver extraordinary service under pressure, we would love to hear from you.
- Lead Complaint Excellence Across MEA:
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:
Identify trends, analyse root causes, and implement strategic improvements that reduce complaint volumes and severity across the business; coach leaders, improve operational processes, and influence senior stakeholders to shape the future member experience. - Coach & Elevate Service Standards:
Act as a trusted expert and mentor across the operation – helping teams build confidence in complaint handling, emotional intelligence, and recovery conversations; coach with empathy, credibility, and calm authority. - Partner with High‑Profile Clients:
Work closely with client stakeholders, update on escalations, resolution progress, reporting insights, and strategic recommendations; communicate member advocacy stories and CX outcomes during business reviews.
- A rare opportunity to influence luxury member experience strategy across the Middle East.
- Exposure to prestigious financial services and concierge partnerships.
- The ability to shape service‑recovery frameworks and complaint‑prevention initiatives.
- A highly collaborative, international environment where your ideas can genuinely influence change.
- Future scope to expand across additional lifestyle and travel concierge programmes in the region.
- A competitive salary depending on experience.
- Paid time away from work.
- A competitive paid time‑off package, including one paid day each year to volunteer for a cause you care about.
- Paid sabbaticals:
One month paid sabbatical after every five years of service, without using annual leave. - Extra rewards:
Lucrative Ten Loyalty Rewards program, which includes a bonus and a gift to thank you for being part of Ten. - Remote working holidays – possibilities to travel and work anywhere in the world.
- Employee discounts on travel and entertainment.
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 centre of everything we do. We support high‑net‑worth and ultra‑high‑net‑worth clients in organising their leisure and luxury travel. Our goal 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…
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