Senior Member Success & Loyalty Lead; MEA

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 Senior 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 : You’ll oversee the management of complex complaints and escalations, ensuring members receive empathetic, commercially sound, and effective resolutions. You’ll provide live support and guidance to Lifestyle Managers and Team Managers handling sensitive cases, while stepping in directly when needed for high-profile or critical situations.

• Drive Continuous Improvement :
  This role is equally about prevention as it is about resolution. You’ll identify trends, analyse root causes, and implement strategic improvements that reduce complaint volumes and severity across the business. From coaching leaders to improving operational processes and influencing senior stakeholders, your work will directly shape the future member experience.

• Coach & Elevate Service Standards : You’ll act as a trusted expert and mentor across the operation — helping teams build confidence in complaint handling, emotional intelligence, and recovery conversations. Your ability to coach with empathy, credibility, and calm authority will be essential.
• Partner with High-Profile Clients : You’ll work closely with client stakeholders, providing updates on escalations, resolution progress, reporting insights, and strategic recommendations to strengthen service delivery. You’ll also help communicate powerful 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

• Is professionally fluent in both spoken and written Arabic and English
• Currently resides in Riyadh (or willing to relocate to Riyadh) and has the necessary authorization to live and work in Kingdom of Saudi Arabia
• 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 - not just operationally
• Understands the commercial impact of complaint management and member retention
• Is confident engaging with senior stakeholders and clients
• Brings calm leadership, emotional intelligence, and strong judgement
• Has experience driving projects, change initiatives, or operational improvements
• Ideally has exposure to luxury hospitality, travel, concierge, or premium service environments

• You are naturally curious and solutions-driven.
• You see complaints as opportunities to…