General Manager

Client of Ten Group - EMEA

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. We deliver our service through a combination of Ten s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?

Your role involves driving commercial growth, operational excellence, service quality, and client satisfaction while inspiring and developing a high-performing leadership team. The priority for this role is delivering measurable impact through strategic leadership and operational efficiency for the KSA and Middle East business. You will work closely with Service operations teams, Client Services, Proposition, Technology, Finance, and People teams on implementing market-specific growth strategies and innovations aligned with Ten s global vision.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Service Delivery

• Hold end-to-end accountability for service delivery and operational performance for the country, ensuring consistently high-quality, resilient, and scalable services for scheme members in line with contractual commitments and Ten s global standards.
• Hold direct accountability for country operations, including leadership oversight of all delivery locations supporting country contracts, ensuring seamless, compliant, and effective cross-location service delivery.
• Ensure service models, processes, and capabilities are fit for current and future client needs, working closely with Service Operations, Technology, and Proposition teams to drive continuous improvement.
• Lead the response to material service risks, issues, or failures, ensuring rapid resolution, clear client communication, and sustainable corrective actions.
• Balance service excellence with commercial performance, ensuring client satisfaction outcomes (including NPS and CSAT) are achieved without compromising efficiency or margin.
• Define and deliver market-specific growth strategies, scaling services, capabilities, and partnerships in line with client demand and commercial objectives.

People Leadership

• Lead, coach, and develop the regional leadership team, setting clear expectations, role-modelling Ten s values, and building a strong succession pipeline for critical roles.
• Create a high-performance culture with clear accountability, ensuring teams are engaged, capable, and aligned to business priorities.
• Partner closely with People teams to shape workforce strategy, including talent planning, capability development, engagement, and retention.

Governance & Country accountability

• Hold full accountability for the overall performance of the country business, including people, operations, service delivery, and commercial outcomes, ensuring the market operates as a sustainable, high-performing entity within Ten.
• Own financial performance for the country, with accountability for revenue growth, cost control, and margin delivery in line with agreed targets and budgets.
• Hold accountability for strong governance, risk management, and compliance, with particular focus on local market, regulatory, and contractual requirements.
• Exercise sound judgement and timely decision-making, balancing commercial ambition with operational, regulatory, and reputational risk, escalating issues appropriately to protect clients, people, and the business.
• Take accountability for country performance issues, ensuring appropriate escalation, transparent communication, and decisive corrective action.
• Act as a responsible steward of the business, role-modelling ethical leadership, transparency, and accountability in all decisions and interactions.
• Act as the senior external representative for the country, building trusted relationships with clients, partners, and key stakeholders, and strengthening Ten s reputation in the market.

Bachelor s degree in business administration or related field (MBA preferred). Minimum 7+ years in senior operational leadership roles with full P&L accountability. Proven success in managing multi-location teams and complex operations. Expertise in luxury, hospitality, travel, or concierge services.

ROLE SPECIFIC COMPETENCIES:

• Demonstrates senior-level experience with a strong entrepreneurial mindset and is comfortable providing both strategic leadership and hands-on attention to detail.
• Experience of Ultra high net worth customer service in a Travel or associated business
• Record of success in senior operational leadership managing multi-location teams and complex operations
• Knowledge and expertise in luxury, hospitality, travel, concierge.
• Demonstrated ability to commercial growth, operational excellence, and service quality
• Ability to promote service excellence and client-centric operations
• Strong / Excellent / Exceptional strategic thinking, communication, and relationship-building skills
• Experience in implementing growth strategies and optimizing operational efficiency
• Microsoft Office (Excel, Word, PowerPoint)