Member Success Manager - Arabic Speaking

4 days ago

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Ten Lifestyle Group

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Ten Lifestyle Group is a global lifestyle and travel service company that provides concierge services to high net worth individuals and corporate clients. Founded in 1998, Ten offers personalized assistance by connecting members with the best hotels, restaurants, shows, and events around the world. The company works with major financial institutions, premium brands, and corporates to enhance customer engagement and retention through exclusive services. Ten's expertise in travel and lifestyle management supports digital transformation initiatives and boosts metrics like Net Promoter Score for its clients. As a publicly-listed company on the London Stock Exchange, Ten also offers private membership services and manages over 50 corporate loyalty programs worldwide.

Lifestyle concierge • Lifestyle Management • Corporate Membership • Private Membership • Travel

1001 - 5000 employees

Founded 1998

🤝 B2B

🏢 Enterprise

📋 Description

• Join Our Team as a Member Success Manager. • As Member Success Manager, you will lead on / play a critical role in representing the member in the business and will always champion the best outcome for the member. • This will result in member loyalty through effective complaint resolution in the broader EMEA region. • Your role involves successfully resolving complaints and escalated complaints as per business requirements and provides the region and operations with support on all aspects of complaint resolution. • Through the effective management of key tools and functions in the MX Team, the MS Manager will facilitate clear communication and ongoing support to the business through coaching on open complaints, ensuring member focused resolutions are being delivered. • This will result in an increase in member loyalty through effective complaint resolution within the AMEA region. • You will work closely with Operations, Proposition, Product and Global CX on turning dissatisfied members into loyal advocates of the concierge service. • Key Responsibilities include: Active complaint management, monitoring SLAs, enhancing service delivery, and providing consistent coaching and feedback support. • Drive a member focused culture through all communication.

🎯 Requirements

• A minimum of a high school diploma or equivalent. Further education in a relevant field is a bonus. Record of success in MS process management. Knowledge and expertise in complaint resolution, particularly in the entertainment / travel industry is a plus. • Candidates who are CURRENTLY based in South Africa with the correct visa rights to work will be considered. • Fluency in English and native Arabic is required. Excellent written & oral communication is a MUST. Knowledge of other languages skills is a benefit, but not a necessary requirement. Please be prepared to take a language test in any language you mention as a skill. • Your communication style is confident and persuasive with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with clients, management, and business partners. • Passion for the member, client, and service delivery standards – You are an advocate for the client/member, you can demand excellence from others. • Tactful – Ability to show consideration for and maintain good relations with others. • Discretion – Ability to handle sensitive and confidential company matters. • Common Sense – Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. • Responsible – Ability to be held accountable or answerable for one’s conduct. • Independence – Ability to work independently with minimal supervision, be self-motivated. • Detail Oriented – Ability to pay attention to the minute details of a project or task. • Time Management - Ability to utilize the available time to organize and complete work within given deadlines. • Project Management – Ability to organize and direct a project to completion. • Prioritizing – Able to prioritize a multitude of assigned tasks and complete each in order of importance. • Accuracy – Ability to perform work accurately and thoroughly. • Computer Proficiency, including Microsoft Word and Excel. • Usage of MS Excel data analysis functions such as pivot tables and lookup formulas. • Ability to quickly learn new IT systems – CRM tool, call listening system, etc. • Business Acumen – Demonstrates a strong understanding of business concepts and issues, applying critical thinking to address members queries efficiently while minimizing costs.

🏖️ Benefits

• Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. • We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development. • Earn a competitive salary reflective of your experience. Take advantage of a substantial shift allowance - 20% for shifts worked Monday through Saturday and 50% on Sundays. • Flexible work arrangements including Hybrid work possibilities; with up to 60% Home Office. • Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you. • Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave. • Extra Rewards. Lucrative Ten Loyalty Rewards program. • Remote Working Holidays - possibilities to Travel and Work! • Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would! • We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car). • ICAS Employee Health and Wellness (EHW) services which are confidential and free for all employees to use. • Be part of our global, dynamic, and inclusive Team, with diversity at its core. • Genuine career opportunities within a dynamic and international company. • Safe & secure offices in the Foreshore with complimentary off-street parking.