Regional Director

Overview

Your role

Essential Duties And Responsibilities

Duties

Leadership & Strategy & People

• Lead the region as the single point of accountability for operational and commercial performance.
• Own the regional balanced scorecard, ensuring strong results across NPS, retention, contribution margin, and employee engagement.
• Translate Ten’s global strategic objectives into clear regional priorities and measurable OKRs, ensuring teams understand not just what matters, but why.
• Champion a culture of ownership, accountability, and operational excellence at every level, role‑modelling Ten’s leadership behaviours and expectations.
• Build, inspire, and develop high‑performing teams by setting clear standards, investing in coaching, and creating an environment where people can do the best work of their careers. People are integral to every outcome you deliver.
• Own and evolve the regional service proposition in partnership with central proposition teams, ensuring a compelling, differentiated product‑market fit that reflects member needs, regional market dynamics, and Ten’s global standards. You will actively use insight, data, and frontline feedback to inform proposition development and ensure our offer remains relevant, competitive, and scalable.
• Lead significant, multi‑year change across the region, providing clear direction, pace, and confidence through periods of transformation. You will translate complex change into practical action, bring leaders and teams with you, and ensure new strategies, operating models, and ways of working are adopted sustainably, without compromising service quality or performance.
• Client servicing
• Develop and deliver an ambitious Growth Plan by building a strong network of stakeholder relationships within the corporate client organization and influencing client strategy to unlock growth opportunities.
• Oversee the successful delivery of the corporate programme(s), meeting shared objectives and success metrics with quarterly strategic business reviews

Operational Delivery

• Drive operational efficiency through process improvements, automation, and optimised workflows.
• Ensure timely and high-quality service delivery across all member and member touchpoints.
• Oversee implementation of regional policies in alignment with global frameworks.
• Act as the key decision-maker for cross-functional issues impacting the region.
• Lead the response to material service risks, issues, or failures, ensuring rapid resolution, clear client communication, and sustainable corrective actions.

Commercial & Financial Management

• Full accountability for the region’s P&L, including budget management, forecasting, and resource allocation as well as resource optimisation.
• Partner with commercial teams to strengthen client relationships and maximise revenue opportunities (concierge, supplier, and client contracts).
• Identify and act on opportunities to improve contribution margin through operational and commercial levers.

Stakeholder Engagement

• Acting as the senior external representative for the KSA (to begin with), building trusted relationships with clients, partners, and key stakeholders to strengthen Ten’s reputation locally
• Build and maintain strong relationships with key clients (current and prospective) and supplier partners in the region to identify sales and proposition growth opportunities
• Collaborate with global functional leaders to ensure alignment between regional delivery and central strategies.
• Lead quarterly performance reviews with Exco, providing insights, analysis, and recommendations for improvement.

People Leadership & Capability Building

• Provide visible, values‑led leadership to senior leaders across the region, with full accountability for the performance, engagement, and development of all regional teams.
• Set clear expectations and standards for leadership performance, ensuring consistent application of Ten’s people, performance, and talent frameworks.
• Coach, develop, and challenge direct reports, building strong leadership capability, confidence, and decision‑making maturity.
• Create a strong succession pipeline by identifying, developing, and retaining high‑potential talent for critical roles.
• Ensure all regional teams are aligned to Ten’s global strategy, policies, and operating standards, while feeling empowered to deliver locally.

Service Excellence & Quality Assurance

• Set and uphold the standard for exceptional service quality across all regional service teams, ensuring every member interaction consistently reflects Ten’s promise.
• Own service quality outcomes end-to-end, using data, insight, and frontline feedback to continuously raise the bar on consistency, responsiveness, and personalisation.
• Ensure service delivery meets or exceeds global quality frameworks, SLAs, and member experience standards, while allowing for thoughtful regional nuance where it enhances member value.
• Proactively identify risks to service quality and member experience, intervening early to course correct performance before impact is felt by members.
• Embed a culture where quality is everyone’s responsibility, with clear expectations, visible leadership, and accountability at every level of the organisation.
• Champion continuous improvement in service design and delivery, ensuring learnings are translated into better experiences, stronger outcomes, and scalable excellence.
• **Requirements** **Essential requirements**
• Proven success in a General Manager / senior operational leadership role with full P&L accountability.
• Experience managing multi-country or multi-location teams in a matrix organisation.
• Knowledge and expertise in service-driven industries (luxury, travel, hospitality, concierge, or similar), including B2B services to such industries.
• Fluency in Arabic and English.
• Record of success in delivering commercial and operational results through cross-functional leadership.
• Demonstrated ability to manage complex stakeholder relationships across functions and geographies / cultures.
• Strong financial and analytical skills; able to interpret performance data and translate into actionable plans.
• Ability to promote operational excellence and a high-performance culture.
• Sales experience
• Exceptional influencing and communication skills, both internally and externally.
• Hands-on leadership style with a bias for action.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and familiarity with CRM or operational platforms.
• Preferred requirements
• Track record of leading operational transformation or large-scale efficiency programmes.
• Experience in embedding automation and process enhancements into workflows
• Strong change leadership skills, with experience navigating complex transitions.
• **Location:** Riyadh - Saudi Arabia (100% on site)
• **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.
• What Ten offers:
• Attractive compensation package: Competitive salary, performance-based bonus, and the Ten Loyalty Rewards program
• Vacation policy: Paid vacation plus one additional day for volunteer work
• Sabbaticals: One month of paid leave every five years

• Remote Working Holidays

• Exclusive employee discounts: Access to exclusive travel and lifestyle offers, just like our premium clients
• International clientele: Manage a high-quality portfolio with excellent service
• Dynamic work environment: Diverse tasks in an international team
• Career opportunities: Development prospects in an agile, growing company
• Inclusive company culture: Diversity and collaboration are highly valued

About Us

Our Commitment to Diversity