Job Description

Roles & Responsibilities

What You ll Be Doing

• Lead Complaint Excellence Across MEA : You ll oversee the management of complex complaints and escalations, ensuring members receive empathetic, commercially sound, and effective resolutions. You ll provide live support and guidance to Lifestyle Managers and Team Managers handling sensitive cases, while stepping in directly when needed for high-profile or critical situations.

• Drive Continuous Improvement : This role is equally about prevention as it is about resolution. You ll identify trends, analyse root causes, and implement strategic improvements that reduce complaint volumes and severity across the business. From coaching leaders to improving operational processes and influencing senior stakeholders, your work will directly shape the future member experience.

• Coach & Elevate Service Standards : You ll act as a trusted expert and mentor across the operation helping teams build confidence in complaint handling, emotional intelligence, and recovery conversations. Your ability to coach with empathy, credibility, and calm authority will be essential.
• Partner with High-Profile Clients : You ll work closely with client stakeholders, providing updates on escalations, resolution progress, reporting insights, and strategic recommendations to strengthen service delivery. You ll also help communicate powerful member advocacy stories and CX outcomes during business reviews.

What Makes This Role Exciting

• A rare opportunity to influence luxury member experience strategy across the Middle East
• Exposure to prestigious financial services and concierge partnerships
• The ability to shape service recovery frameworks and complaint prevention initiatives
• A highly collaborative, international environment where your ideas can genuinely influence change
• Future scope to expand across additional lifestyle and travel concierge programmes in the region

We re Looking For Someone Who

• Is professionally fluent in both spoken and written Arabic and English
• Currently resides in Riyadh (or willing to relocate to Riyadh) and has the necessary authorization to live and work in Kingdom of Saudi Arabia
• Has extensive experience managing complex complaints for MEA or Saudi-based customers
• Knows how to de-escalate emotionally charged situations with professionalism and empathy
• Can influence, coach, and develop others in high-pressure environments
• Thinks strategically and analytically - not just operationally
• Understands the commercial impact of complaint management and member retention
• Is confident engaging with senior stakeholders and clients
• Brings calm leadership, emotional intelligence, and strong judgement
• Has experience driving projects, change initiatives, or operational improvements
• Ideally has exposure to luxury hospitality, travel, concierge, or premium service environments

The Kind of Person Who Will Thrive Here

• You are naturally curious and solutions-driven.
• You see complaints as opportunities to rebuild trust and strengthen loyalty.
• You remain calm under pressure and know how to bring confidence to others during difficult moments.
• You re collaborative rather than confrontational, and you know how to coach people in a way that inspires growth instead of fear.
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Desired Candidate Profile

Is professionally fluent in both spoken and written Arabic and English

Currently resides in Riyadh (or willing to relocate to Riyadh) and has the necessary authorization to live and work in Kingdom of Saudi Arabia

Has extensive experience managing complex complaints for MEA or Saudi-based customers

Knows how to de-escalate emotionally charged situations with professionalism and empathy

Can influence, coach, and develop others in high-pressure environments

Thinks strategically and analytically - not just operationally

Understands the commercial impact of complaint management and member retention

Is confident engaging with senior stakeholders and clients

Brings calm leadership, emotional intelligence, and strong judgement

Has experience driving projects, change initiatives, or operational improvements

Ideally has exposure to luxury hospitality, travel, concierge, or premium service environments