Member Success Manager (Arabic & English) – Riyadh

About the role

Ten Group is seeking a senior‑level Member Success Manager who is fluent in Arabic and English to lead complaint excellence and member recovery across the Middle East & Africa. Based in Riyadh, you will protect and strengthen relationships with high‑net‑worth members for a prestigious financial services client.

Key responsibilities

• Oversee complex complaints and escalations, ensuring empathetic and commercially sound resolutions.
• Provide live support to Lifestyle Managers and Team Managers, stepping in for high‑profile or critical cases.
• Identify trends, analyse root causes, and implement strategic improvements to reduce complaint volume and severity.
• Coach teams on emotional intelligence, complaint handling, and recovery conversations.
• Partner with client stakeholders, delivering updates, reporting insights, and strategic recommendations.

Required profile

• Senior‑level experience in luxury or high‑touch customer service environments.
• Demonstrated ability to turn detractors into advocates and influence senior stakeholders.
• Strong commercial mindset and emotional intelligence.
• Fluent in Arabic and English.

Required skills

What we offer

• Opportunity to shape luxury member experience strategy across the MEA region.
• Exposure to prestigious financial services and concierge partnerships.
• Collaborative international environment where ideas drive innovation.