Luxury Member Success & Complaint Lead

Ten Lifestyle Group; Riyadh; On-site; SAR 240,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Paid time away from work

Paid Sabbaticals

Extra Rewards

Remote Working Holidays

Employee Discounts

Inclusive Team

Career opportunities

Job summary

Ten Lifestyle Group is seeking an experienced Member Success Manager to lead complaint excellence and member recovery across the MEA region, initially supporting a Saudi client. This role blends high‑touch service with strategic impact, requiring emotional intelligence and commercial awareness.

You will coach Lifestyle Managers and senior leaders, manage complex escalations, identify trends, and drive improvements that reduce volumes while protecting relationships with high‑net‑worth members.

Qualifications

• Experience leading complaint management and customer recovery in a high-touch luxury environment.
• Ability to coach teams, influence senior stakeholders, and drive service improvements.
• Strong analytical mindset with a strategic, cross-functional perspective.

Responsibilities

• Lead Complaint Excellence Across MEA: oversee complex complaints, guide teams, and intervene in high-profile cases.
• Drive Continuous Improvement: identify trends, root causes, and implement preventive measures.
• Coach & Elevate Service Standards: mentor teams in empathetic recovery conversations and confidence.
• Partner with High-Profile Clients: update stakeholders, report insights, and shape CX outcomes.

Skills

Emotional intelligence

Leadership

Stakeholder management

Analytical thinking

Strategic thinking

Coaching

Commercial acumen

Tools

Amadeus

Sabre

Galileo

Job description

Ten Lifestyle Group is seeking an experienced Member Success Manager to lead complaint excellence and member recovery across the MEA region, initially supporting a Saudi client. This role blends high‑touch service with strategic impact, requiring emotional intelligence and commercial awareness.

You will coach Lifestyle Managers and senior leaders, manage complex escalations, identify trends, and drive improvements that reduce volumes while protecting relationships with high‑net‑worth members.