Job Description

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.

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

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 center of everything we do. We support High-Net-Worth (HNW) and Ultra-High-Net-Worth (UHNW) clients in organizing their leisure and luxury travel.

Our goal at Ten 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 companies committed to making a positive impact on society and the environment.

Our Commitment to Diversity:

We promote diverse perspectives, cultures, and experiences. Diversity is a core part of our company philosophy, and we are committed to an inclusive work environment. All aspects of our collaboration – from hiring to promotion – are based on performance, competence, commitment, and business needs.

Ten works exclusively with a selected list of preferred recruitment agencies. Please note that we are currently not accepting any additional agencies. Ten Group is not responsible for fees related to unsolicited applications.