We are looking to hire a Member Experience Manager who will be responsible for leading the strategy, design, implementation, and continuous evolution of exclusive member experiences for our client based in Dubai, one of the region's leading hospitality companies.
This position is on a contract basis, renewable subject to business requirements and performance.
We are looking for a passionate and customer-centric professional to create exceptional, personalised experiences that strengthen member loyalty, enhance guest lifetime value, and reinforce the organisation's position as a leader in luxury hospitality. The ideal candidate will have a strong background in luxury guest experience, loyalty programmes, and cross-functional stakeholder management, with the ability to translate strategic concepts into scalable operational delivery across a global portfolio.
Key Responsibilities:
- Develop and execute the global Member Experience strategy aligned with the organisation's loyalty vision and luxury brand positioning.
- Design and deliver exclusive experiences that differentiate the loyalty programme and create memorable moments for Elite members across the guest journey.
- Establish governance frameworks, operating standards, SOPs, and quality assurance processes to ensure consistent delivery across all hotels.
- Lead the global rollout of new member experiences, including pilot programmes, implementation planning, and post-launch optimisation.
- Manage the end-to-end lifecycle of member experiences, from concept development and operational readiness to execution, measurement, refinement, and retirement.
- Collaborate closely with Hotel Operations, Guest Relations, Concierge, Food & Beverage, Spa, CRM, Digital, IT, and Commercial teams to ensure seamless execution.
- Develop personalised experience playbooks based on member preferences, travel behaviours, guest profiles, and lifecycle stages.
- Lead and provide governance, coaching, and performance management to the global network of Brand Loyalty Member Relations Managers.
- Continuously identify opportunities to enhance luxury service standards through innovative, culturally relevant, and commercially valuable member experiences.
- Monitor operational performance, member satisfaction, engagement metrics, and commercial outcomes to drive continuous improvement.
- Establish governance processes for service recovery and escalation relating to Elite member experiences.
- Ensure all experiences align with the organisation's luxury positioning while remaining operationally feasible and commercially sustainable.
- Partner with the Brand Loyalty Insights team to leverage customer data, emerging trends, and behavioural insights to develop new experience propositions.
Knowledge, Skills & Experience:
- Bachelor's degree in Business, Marketing, Hospitality Management, or a related discipline.
- Professional certifications in customer engagement or customer experience are desirable.
- Minimum of 5 years experience in luxury hospitality, VIP services, guest experience, loyalty programmes, lifestyle management, or luxury customer engagement.
- Proven experience creating and managing premium guest or member experiences across multiple properties or international markets
- Experience leading cross-functional initiatives involving multiple stakeholders.
- Strong understanding of ultra-high-net-worth (UHNW) guest expectations and luxury hospitality standards
- Demonstrated ability to operationalise customer experience strategies into scalable programmes
- Experience working with CRM platforms, customer insights, and personalisation strategies
- Strong commercial acumen with the ability to balance exceptional guest experiences with business performance objectives
- Excellent communication, stakeholder management, leadership, and problem-solving skills
Availability:
Preference will be given to candidates available immediately or within a maximum of 30 days after accepting the offer.
We will review your job application within 7 working days. Should your profile fit the requirements of the role, a consultant from Edari will be in touch to gain a deeper understanding of your profile, discuss the role in more detail, and outline the potential next steps.
