Member Success Manager - Arabic & English speaking | Riyadh

Overview

Senior Member Success Manager

What You'll Be Doing

• **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.

What Makes This Role Exciting

• 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

Requirements

• We're Looking For Someone Who...
• 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
• The Kind of Person Who Will Thrive Here
• You are naturally curious and solutions-driven.
• You see complaints as opportunities to rebuild trust and strengthen loyalty.
• You remain calm under pressure and know how to bring confidence to others during difficult moments.
• You're collaborative rather than confrontational, and you know how to coach people in a way that inspires growth instead of fear.
• Most importantly, you genuinely care about delivering exceptional experiences.

Benefits

• At Ten, employees are at the heart of everything.
• The company promotes a culture of recognition - through regular performance reviews and the annual Extra Mile Awards for outstanding achievements.
• Employees are encouraged to incorporate their personal goals and interests into their careers and receive support on their development journey.
• ***Rewards designed around you:***
• A
• competitive salary
• depending on experience.
• **Paid time away from work**
• .
• Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• **Paid Sabbaticals**
• .
• One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• **Extra Rewards**
• .
• Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
• **Remote Working Holidays**
• possibilities to Travel and Work anywhere in the world!
• **Employee Discounts.**
• Access to lots of great travel and entertainment discounts as our clients' members would!
• Be part of our global, dynamic, and
• inclusive Team
• , with diversity at its core.
• Genuine
• career opportunities
• within a dynamic and international company.

About Us

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