Assistant Manager - Member Experience (Hospitality)
edari
We are looking to hire a Member Experience Assistant Manager who will be responsible for designing, delivering, and continuously enhancing exclusive member experiences for a leading luxury hospitality loyalty programme for our client based in Dubai, UAE .
This position is a role offered on a contract basis, with the possibility of extension subject to business requirements and performance.
We are looking for a passionate and experience-driven professional who will lead the creation and execution of world-class member experiences that elevate guest loyalty, strengthen emotional engagement, and reinforce the brand’s position as a global leader in luxury hospitality. The ideal candidate will have strong experience in luxury guest experience design, loyalty programmes, and cross-functional operational delivery across multiple properties or markets.
Key Responsibilities:
- Develop and execute the global Member Experience strategy aligned with the brand’s luxury positioning and loyalty vision.
- Design exclusive, high-impact experiences for elite members across the guest journey to enhance loyalty and differentiation.
- Establish operational frameworks, governance structures, SOPs, and quality standards to ensure consistent delivery across all properties.
- Lead the end-to-end lifecycle of member experiences including design, implementation, execution, measurement, optimisation, and retirement.
- Oversee the rollout of new experiences globally, including piloting, testing, and post-launch refinement.
- Partner closely with hotel operations, guest relations, concierge, CRM, digital, and commercial teams to ensure seamless execution.
- Develop personalised experience playbooks based on member behaviour, preferences, and lifecycle stages.
- Manage and provide direction to regional and property-level member experience teams to ensure consistency and performance excellence.
- Monitor operational performance, member satisfaction, engagement metrics, and commercial impact to drive continuous improvement.
- Establish governance processes for service recovery, escalation, and issue resolution for elite members.
- Identify opportunities to innovate and elevate luxury guest experiences in line with evolving customer expectations.
- Collaborate with insights and analytics teams to translate member data into actionable experience enhancements.
Knowledge, Skills & Experience:
- Bachelor’s degree in Business, Marketing, Hospitality Management, or a related field.
- Minimum 5 years’ experience in luxury hospitality, VIP services, guest experience, loyalty, or lifestyle management.
- Proven track record of designing and managing premium guest or member experiences across multiple locations or markets.
- Strong understanding of UHNW guest expectations and luxury hospitality standards.
- Experience working in cross-functional and multi-market environments.
- Ability to operationalise customer experience strategies into scalable execution models.
- Strong stakeholder management and influencing skills across senior and operational levels.
- Experience working with CRM systems, customer insights, or personalisation strategies is highly desirable.
- Strong commercial awareness with the ability to balance guest experience excellence with operational efficiency.
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.