Key Information
Job Title: Manager GHA DISCOVERY Customer Care
Location: Dubai, Global Headquarters
Reports to: Chief Operating Officer
Department: Operations
Position Overview
As the Manager GHA DISCOVERY Customer Care, you are the champion of the GHA DISCOVERY member experience. You will oversee the global service strategy, managing our customer care center to ensure that every interaction is handled with the high-touch care our luxury travelers expect.
Key Responsibilities
- Direct Team Leadership & Mentorship
- Daily Management: Lead, coach, and inspire a dedicated team of 10 GHA DISCOVERY Customer Care Agents, ensuring high engagement and a collaborative team culture.
- Professional Development: Conduct weekly 1-on-1s with assistant managers and monthly performance reviews with the wider team to foster technical proficiency within the team.
- Resource Planning: Manage shift scheduling, workload distribution, and real-time queue monitoring to ensure optimal coverage during peak periods.
- Service Excellence & Operations
- Performance Management: Drive the team to meet and exceed individual and collective KPIs, including Average Handling Time, Customer Satisfaction (CSAT), First Contact Resolution and more.
- Quality Assurance: Conduct regular ticket audits to ensure brand voice consistency and high service standards.
- Strategy & Process Improvement
- Voice of the member: Analyse support trends and member feedback to provide actionable insights to the product, marketing and systems/IT teams.
- Digital Transformation: Oversee the integration of AI-driven solutions, self-service portals, and CRM enhancements to streamline the member journey.
- Process Optimisation: Identify bottlenecks in the current support workflow and implement streamlined procedures to improve the agent experience and member outcomes.
- Crisis Management: Act as the escalation point for high-profile member issues or systemic technical glitches.
- Training & Engagement
- Knowledge Management: Maintain the global Knowledge Base to ensure agents have up-to-date information about programme rules, technical processes, brand-specific benefits, etc.
- Stakeholder Collaboration: Partner with brand loyalty teams to ensure seamless communication between property-level staff and central support.
Candidate Profile
Experience: 5+ years in customer success or contact center management, ideally within travel, luxury hospitality, or premium retail
Technical Savvy : Proficiency with CRM platforms (Zendesk) and loyalty management systems (Opera Cloud, GRAVTY)
Leadership: Proven track record of managing diverse teams and driving a member-first culture
Communication: Exceptional verbal and written English; additional languages (Spanish, German or Chinese) are a significant plus
Analytical Skills : Ability to turn raw support data into compelling narratives for executive leadership
About Global Hotel Alliance (GHA)
Global Hotel Alliance is the world's largest alliance of independent hotel brands with 50 brands and 950 hotels in 100 countries. Its award-winning loyalty programme - GHA DISCOVERY - provides 34 million members recognition, D$ rewards and exclusive experiences across its hotels and partners, both with and without a stay. GHA DISCOVERY generated US$3.2 billion in revenue and 13 million room nights in 2025.
Why Join GHA
- Global Exposure: Work with a diverse team and our network of member brands in various part of the world
- Industry Impact: Shape the future of loyalty in the independent hotel sector
- Travel Benefits: Exclusive rates across our 950+ global properties.
