Diner Concierge & Activation Lead
About Us
SPICE is a restaurant growth platform. We give restaurant partners upfront capital in exchange for dining credits, connect diners with the best restaurants in Riyadh, and turn every payment into something that gives back. We're a small team that moves fast, ships what matters, and believes every decision should create value for us, our partners, and our users.
This role is based in Riyadh. You'll be the voice diners hear when they call SPICE, and the voice that calls them when SPICE wants them in the app.
About The Role
This role belongs to someone who thinks like a host, not a call agent. You'll own SPICE's human concierge service end to end: from the diner who calls to organise a birthday cake for tonight's reservation, to the one who hasn't opened the app yet and needs a reason to try it. No concierge playbook exists yet. You'll build it.
You'll work directly with the founding team, and the standard you set will define what SPICE feels like on the other end of a phone for years.
What You'll Achieve
• Pick up every diner call with the kind of care that makes them want to call back
• Actually arrange concierge requests with our partner restaurants: cakes, private dining, group bookings, special-occasion logistics.
• Turn our diner list into SPICE regulars, one call at a time.
• Build the activation playbook from scratch: which messages work, which times, which dialects, which hooks. When we scale this motion, the next person inherits a recipe, not a hunch
• Turn what diners tell you on the phone into a weekly voice-of-diner report that Marketing and Product actually use
• Spot high-value diners early and route them to the right team before they ever ask
Skills You'll Need to Bring
• 5+ years in hospitality or premium customer experience: hotel guest relations, fine dining front of house, members club, or luxury retail clienteling
• Native local Arabic, professional English.
• You're as comfortable picking up the phone as you are answering it
• You take initiative without waiting to be told. If something is broken, you fix it
• You're not afraid of being measured, and you don't need an audience to deliver
Nice to Haves
• You've reactivated dormant customers before: membership outreach, clienteling campaigns, hotel loyalty programmes
• You've been the founding hire of a service or function, not just an operator of one
• Familiarity with restaurant-tech tools (SevenRooms, SerVme, Eat App)
Want to Stand Out?
Tell us about one phone call from your career that changed a customer's relationship with a brand. What you said, what they needed, what happened next.