Member Success Manager Travel specialist📣 Job Ad

20 days ago

	Contract Type	Full-time
	Workplace type	Remote
	Location	Riyadh

Job Description

About the Role

Ten Lifestyle Group is seeking a Member Success Manager to lead complaint excellence and member recovery across its Middle East & Africa region. This full-time position, based in Riyadh, focuses on transforming member complaints into loyalty and elevating experiences for discerning high-net-worth and ultra-high-net-worth individuals. The role involves shaping luxury service recovery at scale, influencing operational excellence, and fostering a culture where member feedback drives innovation. Initially, the focus will be on supporting a prestigious financial services client in Saudi Arabia, strengthening relationships with key members and collaborating with operational leaders and CX teams.

Key Responsibilities

Oversee the management of complex complaints and escalations, ensuring empathetic, commercially sound, and effective resolutions for members. Provide direct support and guidance to Lifestyle Managers and Team Managers, intervening in high-profile or critical situations as needed.
Identify trends, analyze root causes, and implement strategic improvements to reduce complaint volumes and severity across the business. Influence future member experience through coaching, operational process improvements, and engagement with senior stakeholders.
Act as a trusted expert and mentor, coaching teams on complaint handling, emotional intelligence, and recovery conversations with empathy, credibility, and calm authority.
Partner with client stakeholders, providing updates on escalations, resolution progress, reporting insights, and strategic recommendations to enhance service delivery. Communicate member advocacy stories and CX outcomes during business reviews.

Required Qualifications and Experience

Professional fluency in both spoken and written Arabic and English.
Minimum of 3 years' experience within the travel industry, with strong hands-on experience using a Global Distribution System (GDS) such as Amadeus, Sabre, or Galileo for complex travel bookings.
Extensive experience managing complex complaints for Middle East & Africa or Saudi-based customers.
Demonstrated ability to de-escalate emotionally charged situations with professionalism and empathy.
Proven capability to influence, coach, and develop others in high-pressure environments.
Strategic and analytical thinking skills.
Understanding of the commercial impact of complaint management and member retention.
Confidence in engaging with senior stakeholders and clients.
Exhibits calm leadership, emotional intelligence, and strong judgment.
Experience driving projects, change initiatives, or operational improvements.

Candidate Profile

The ideal candidate is naturally curious and solutions-driven, viewing complaints as opportunities to rebuild trust and strengthen loyalty. This individual maintains composure under pressure, instilling confidence in others during difficult moments, and approaches coaching collaboratively rather than confrontationally. A genuine commitment to delivering exceptional experiences is essential.

Eligibility and Location

This role is open to Saudi Nationals who are based in the Kingdom of Saudi Arabia, in accordance with local employment regulations and the Kingdom's Saudization programme. Candidates must currently reside in Riyadh or be willing to relocate to Riyadh.