Member Success Manager - Travel Specialist

About the Role

Join Ten Lifestyle Group as a Member Success Manager specializing in travel to elevate luxury service recovery across the Middle East and Africa. This role involves transforming complaints into opportunities that build loyalty, focusing on high-net-worth members, especially within a prestigious financial services client in Saudi Arabia. This is an influential role that goes beyond routine customer service, shaping processes and inspiring service excellence at scale.

Key Responsibilities

• Oversee handling of complex complaints and escalations, ensuring empathetic and commercially prudent resolutions.
• Support Lifestyle and Team Managers during sensitive cases, providing live guidance and directly intervening on high-profile matters when necessary.
• Analyze trends and root causes of complaints to implement strategic improvements preventing recurrence and enhancing overall member experience.
• Coach and mentor teams to build proficiency in complaint management, emotional intelligence, and delivering exceptional recovery conversations under pressure.
• Liaise with senior client stakeholders, offering updates on escalations, resolution progress, and contributing insights during business reviews.

Candidate Profile

• Professional fluency in Arabic and English, both spoken and written.
• Current residency in Riyadh or willingness to relocate.
• Minimum three years’ travel industry experience with hands-on proficiency in Global Distribution Systems such as Amadeus, Sabre, or Galileo.
• Proven expertise managing complex complaints particularly for MEA or Saudi clientele, including effective de-escalation skills.
• Strong strategic thinking combined with analytical abilities and an understanding of commercial impacts of complaint handling.
• Experience leading projects or operational improvements in high-pressure environments.
• Ability to influence and coach others with empathy and calm leadership.
• Capability to communicate confidently with senior-level stakeholders and clients.

Who Will Thrive Here

• Curious and solutions-focused individuals who see challenges as chances to restore trust.
• People who maintain composure during stressful situations and inspire confidence in others.
• Collaborative team players who mentor with positivity and support growth.
• Those genuinely passionate about delivering world-class member experiences.

Eligibility

This position is open exclusively to Saudi nationals living within Saudi Arabia, complying with local employment laws and Saudization initiatives.

Benefits

• Competitive salary tailored to experience.
• Generous paid time off including an annual paid volunteer day.
• Paid one-month sabbatical every five years of service without using annual leave.
• Participation in the Ten Loyalty Rewards program featuring bonuses and gifts.
• Options for remote working vacations allowing travel and work flexibility.
• Access to exclusive discounts on travel and entertainment.
• Work in a diverse, global, and inclusive team culture.
• Clear career growth prospects in an expanding international company.

About Ten Lifestyle Group

Ten Lifestyle Group is a leading global luxury concierge provider committed to delivering unparalleled travel and lifestyle experiences for affluent clients. With a technology-enabled platform and expert lifestyle managers, Ten aims to be the most trusted service brand worldwide. As a certified B Corp, it supports positive societal and environmental impacts. Diversity and inclusion are central to its values and business practices.