Ten Group Hiring for Regional Director, Middle East & North Africa (MENA) – Arabic Speaking Job at Dubai Full Time

As Regional Director, MENA you will lead on the execution of Ten Group’s overall strategy for the success of MENA region as part of the broader EMEA region. As decision-maker, leader, and manager your role involves recommending solutions, policies and practices that enable the region to perform at the highest level to achieve our vision, driving change within the organization, presiding over the (MENA -region) organization’s day-to-day operations, investing its resources, and achieving Ten’s strategic plan.

The role will oversee, optimize and challenge the operational day-to-day running across our Travel, Lifestyle, Dining and Entertainment portfolios. The priority for this role is to be the key driver of day-to-day delivery for our operational business in MENA. This will include contributing to the creation of an effective model for how we operate in the region, to meet our OKRs which relate to our People, Member Satisfaction and Revenues/Profitability.

You will oversee payroll, manage to an agreed budget, and be responsible for MENAs financial results (P&L). You will be a confident spokesperson for Ten your region and be able to effectively present to internal key stake holders and clients about the service delivery in the region to include NPS (Net Promoter Score) results and improvements for the country.

You will work closely with the People Experience/HR function to ensure the business is operating in line with local laws and legislation, as well as other Regional Directors globally and use synergies in service delivery throughout the different markets. You will also contribute to wider strategic goals for global business with support from the COO, EMEA.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Who We Are

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 23 strong global office network with over 950 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

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 keep innovating, inspiring and to continue to improve the lives of millions of members.

To find out more about Ten, please watch this short video here.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The information below is representative of the work performed in this position; however, it is not all-inclusive. Duties and responsibilities are subject to change based on business needs.

Service Delivery

• Own the strategy and execution for MENA ensuring that there are plans in place for service delivery
• Manage the day-to-day fundamentals of service delivery with confidence and ensuring that all SLAs are achieved
• Inspire your teams to deliver beyond the minimum expectations of their role and deliver best-in-class service to our members

• Design and deliver unique and innovative service improvements that are both high impact and market leading. Set the standard for the business
• Own NPS results and improvements for the region
• Maintain a working knowledge of Ten’s clients, and the requirements of servicing their programs

Lifestyle Expertise

• Identify and propose new strategies for supplier relationship development across MENA and align these with our global proposition teams.
• Ensure that we are building the best possible supplier base to enable us to continuously exceed our members’ expectations and offer a unique, value-laden service
• Have a good knowledge of what our competitors offer with regards to concierge services and continually seek to improve, innovate, and adapt to lead in the concierge space
• Implement a clear strategy for the development of a best-in-class member-focused service team that delivers on revenue and profit expectations
• Develop a clear strategy for delivering specialist service in your market including in the travel, entertainment, and dining areas

• Liaise with the specialist teams and CX across the globe to identify the key processes and best practices. Adapt and add to these processes for the MENA market

Departmental Management:

• See to the personal development of your line reports, ensuring they are working towards excellent performance and their career goals
• Hold your line reports accountable for delivery of responsibilities as outlined in their job descriptions

• Ensure collaboration and teamwork within and across teams to achieve departmental, regional, and global goals
• Foster a member-focused culture with an emphasis on delighting Ten’s members.
• Coach your line reports on the effective delivery of performance improvement plans and disciplinary measures, including but not limited to low MS scores, efficiency, and time & attendance
• Identify and develop high-caliber performers for retention, succession planning and career progression
• Maintain PCI (Payment Card Industry) and Data Security standards across the MENA offices, ensuring all breaches are flagged and logged as per global group policy

• Keep COO (EMEA) informed of all disciplinary actions, including obtaining approval for any terminations

Recruitment & HR

• To work closely with the regional People Experience team to co-oversee a successful recruitment function for your region that attracts talent. Build clear and effective processes for cost effective recruitment.
• Develop a strong staff retention that ensures Ten in MENA remains competitive in the market while meeting global retention targets

• Ensure that there is a clear HR function established for MENA a that has an up-to-date and local interpretation of Ten’s critical business policies, including a MNEA employee handbook
• Liaise with local HR professionals to ensure all documents are compliant with the law in each of our markets
• Coordinate with the HR teams based in London to ensure alignment on global policies.
• Support the EMEA People Experience team on the execution of the employee journey (i.e., how our people experience working at Ten).

Finance and Administration

• Take responsibility for the regional P&L and cash flow and to ensure monthly financial deliverables are sent to the Finance Team on time each month
• Take responsibility for any local non corporate revenues (such as supplier commissions or private subscriptions) through cash collection. Working with Americas and UK finance as required
• Ownership and administration of staff records and payroll – including maintaining employee Ten Maid data and staff salary changes at the direction of the COO EMEA
• Provide input in analyzing and forecasting key financials for the MENA business, including operating costs and any important revenue streams (non-corporate); further, to take a lead role in ensuring that the operation in your region is cost-conscious and opportunities for making savings in key cost areas are pursued

• Where applicable, manage and control access to local monies
• Where applicable, provide oversight of all facility management related to the maintenance and upkeep of your offices, including relationships with building management and other key vendors and contractors
• Where applicable, take responsibility for sign off and management of all expenditure including purchases for office hardware and supplies (at the direction of the COO, EMEA)

Client Services support

• In collaboration with Ten’s Business Development (BD) and Client Services (CS) functions, develop and interact with corporate clients
• Support established client relationships, providing a local face as needed
• In partnership with CS, be available to attend client meetings (exciting e.g., QBRs and prospects) to be the spokesperson for key operational trends, insights on thinking for further improvements and service innovations to bring alive operational insights
• Ensure operational insights are shared with Client Services and Business Development in forecasting and budget processes to ensure staffing requirements are effectively planned

BEHAVIORAL EXPECTATIONS:

As Regional Director, you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude, and setting ambitious standards both for yourself and your team. You will set the tone for the work done by your line reports and enable them to follow your example. You will have an urge for action, and the ability to breakdown complex problems into steps that drive ongoing service development.

Requirements

EDUCATION/EXPERIENCE:

Bachelor’s degree (BA/BS) from an accredited college or university; or five to ten years related experience and/or training; or equivalent combination of education and experience. Record of success in a senior leadership position managing customer service teams. Knowledge and expertise in the luxury segment.

KNOWLEDGE, SKILLS & ABILITIES:

• Fluency in English and Arabic is required. Excellent written & oral communication is a MUST. Fluency in Arabic is mandatory. Knowledge of other languages is a benefit, but not a necessary requirement. Please be prepared to take a language test in any language you mention as a skill.
• Demonstrated ability to effectively manage team and individuals
• Demonstrated ability to drive financial and non-financial results
• Proven record of accomplishment of initiative and follow through
• Ability to promote safety and ability to abide and enforce safety standards

• Strong negotiation and mediation skills
• Ability to manage and prioritize projects under tight time constraints
• Strong leadership and motivational skills
• Experience in recruitment, performance, and general human resources practices
• Results oriented

• Self-motivated
• Ability to build relationships
• Resourceful
• Analytical
• Strong interpersonal skills

• Highly organized
• Ability to recognize and solve problems
• Excellent presentation skills
• Excellent oral and written communication skills
• Microsoft Office (Excel, Word, PowerPoint)

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.

All our employees also enjoy a range of benefits:

• A competitive salary will be offered depending on experience
• Offer flexible work arrangements including Hybrid work possibilities
• Annual Leave of 20 days per annum, 25 days per annum from the second year and an additional 3 extra days of annual leave in their third year.
• One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
• Lucrative Ten Loyalty Rewards program
• Remote Working Holidays – Travel and Work for up to 4 weeks per year!
• Access to lots of great travel and entertainment discounts as our clients members would!
• Be part of a our global, dynamic and inclusive Team, with diversity at its core.
• Possibility of growth within a dynamic and international company

Commitment to Diversity

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time.”