Member Success Manager – Travel Specialist

About the role

Ten Group is seeking an experienced Member Success Manager with a travel‑specialist focus 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 and ultra‑high‑net‑worth members for a prestigious financial services client.

Key responsibilities

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

Required profile

• Proven experience in luxury service recovery or high‑touch customer success environments.
• Strong commercial mindset with the ability to balance member satisfaction and business objectives.
• Excellent emotional intelligence and the ability to turn detractors into advocates.
• Ability to influence senior stakeholders and drive operational excellence.

Required skills

• Advanced complaint management and escalation handling.
• Coaching and mentoring capabilities.
• Analytical skills for trend identification and root‑cause analysis.
• Effective communication and stakeholder management.