Member Success Manager - Travel specialist | Riyadh

Position Overview

We are seeking a highly motivated and results-driven Member Success Manager – Travel Specialist to join our dynamic team in Riyadh. In this pivotal role, you will serve as the primary point of contact for our valued members, ensuring their success and satisfaction with our travel and hospitality services. Your expertise in the travel industry, combined with exceptional relationship-building skills, will be instrumental in fostering long-term partnerships and driving customer loyalty. This position offers a unique opportunity to contribute to the growth of a leading organization while delivering unparalleled service excellence.

Key Responsibilities

• Member Engagement and Relationship Management: Act as the dedicated liaison between Ten Group and our members, proactively identifying their needs and providing tailored solutions to enhance their travel experiences. Build and maintain strong, trust-based relationships to ensure high levels of member retention and satisfaction.
• Travel Solutions and Advisory: Leverage your in-depth knowledge of the travel industry to offer expert advice on destinations, accommodations, and itineraries. Collaborate with internal teams to curate bespoke travel packages that align with members’ preferences and objectives.
• Issue Resolution and Escalation Management: Address member concerns and complaints promptly and effectively, ensuring swift resolution to maintain positive member experiences. Escalate complex issues to senior management when necessary, providing clear and concise updates throughout the process.
• Data Analysis and Performance Tracking: Monitor key performance indicators (KPIs) related to member success, such as satisfaction scores, retention rates, and engagement metrics. Utilize data-driven insights to refine strategies and improve service delivery.
• Collaboration and Cross-Functional Alignment: Work closely with sales, marketing, and operations teams to align on member needs and business goals. Participate in strategy sessions to contribute to the development of innovative travel solutions and service enhancements.
• Training and Development: Stay abreast of industry trends, travel regulations, and emerging technologies to continuously elevate your expertise. Share knowledge with colleagues and members to foster a culture of excellence and innovation.

Qualifications and Skills

• Educational Background: Bachelor’s degree in Business Administration, Hospitality Management, Travel and Tourism, or a related field. Relevant certifications in travel management or customer success are highly desirable.
• Industry Experience: Minimum of 3-5 years of experience in a customer-facing role within the travel, hospitality, or service industry, with a proven track record in member or client success management.
• Travel Expertise: Demonstrated knowledge of global travel destinations, booking systems, and industry best practices. Familiarity with luxury travel, corporate travel, or group bookings is a plus.
• Soft Skills: Exceptional communication, negotiation, and interpersonal skills. Ability to build rapport quickly and manage relationships at all levels of an organization. Strong problem-solving abilities and a customer-centric mindset.
• Technical Proficiency: Proficiency in CRM software, travel booking platforms, and Microsoft Office Suite. Experience with data analysis tools is advantageous.
• Language Skills: Fluency in English is required; proficiency in Arabic is highly preferred to effectively engage with local members and stakeholders.

Why Join Ten Group?

As a Member Success Manager at Ten Group, you will be part of a forward-thinking organization that values innovation, collaboration, and excellence. We offer a competitive compensation package, opportunities for professional growth, and the chance to make a meaningful impact in the travel industry. If you are passionate about delivering exceptional member experiences and thrive in a fast-paced environment, we invite you to apply and become a key contributor to our success.