Member Success Manager (Arabic & English) – Riyadh
Ten Lifestyle Group · Riyad
وصف الوظيفة
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.
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Ten Lifestyle Group
Riyad