Brand Loyalty Member Experience Assistant Manager
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Key skills for this role
About the Role
Edari is seeking a Brand Loyalty Member Experience Assistant Manager for a 6-month contract role in Dubai, working with a leading hospitality group. You will lead the strategy and execution of exclusive member experiences across the global portfolio, transforming the member experience into a brand differentiator.
Key Skills for This Role
Responsibilities
- Develop and execute the global Member Experience strategy aligned with the loyalty programme vision and luxury brand positioning
- Design exclusive experiences for elite members that differentiate programme from traditional loyalty programmes
- Establish the operational framework, governance, standards, SOPs, technical and quality assurance processes for experience delivery across all hotels
- Lead the rollout of new experiences globally, including testing, pilot programmes, implementation planning, and post launch optimisation
- Own the end to end lifecycle of member experiences from concept, setup, operational readiness, execution, measurement, refinement, and retirement
- Partner closely with hotel operations, Guest Relations, Concierge, Food & Beverage, Spa, Experiences, CRM, Digital, IT and Commercial teams to ensure seamless delivery
- Develop personalised experience playbooks based on member preferences, travel behaviour, guest profiles and lifecycle stages
- Lead the global network of Brand Loyalty Member Relations Managers, providing direction, coaching, governance and performance management
- Continuously identify opportunities to elevate luxury service standards and introduce innovative, culturally relevant and commercially valuable experiences
- Monitor operational performance, member satisfaction, engagement metrics and revenue impact to drive continuous improvement
- Establish governance around service recovery and escalation for elite member experiences
- Ensure experiences remain aligned with luxury positioning while maintaining operational feasibility and commercial value
Requirements
- Minimum 5 years' experience in luxury hospitality, VIP services, guest experience, loyalty, lifestyle management or luxury customer engagement
- Proven experience creating and managing premium guest experiences across multiple locations
- Experience leading cross functional global initiatives
- Strong understanding of UHNW guest expectations and luxury hospitality standards
- Demonstrated ability to operationalise new customer experience initiatives
- Experience working with CRM platforms, customer insights and personalisation strategies
- Strong commercial acumen with the ability to balance guest experience and business performance
Full Job Posting
Overview
- We are seeking a Brand Loyalty Member Experience Assistant Manager to lead the strategy, design, implementation, and continuous evolution of exclusive member experiences across the global portfolio.
Key Responsibilities
- Develop and execute the global Member Experience strategy aligned with the loyalty programme vision and luxury brand positioning.
- Design exclusive experiences for elite members that differentiate programme from traditional loyalty programmes and create memorable moments across the guest journey.
- Establish the operational framework, governance, standards, SOPs, technical and quality assurance processes for experience delivery across all hotels.
- Lead the rollout of new experiences globally, including testing, pilot programmes, implementation planning, and post launch optimisation.
- Own the end to end lifecycle of member experiences from concept, setup, operational readiness, execution, measurement, refinement, and retirement.
- Partner closely with hotel operations, Guest Relations, Concierge, Food & Beverage, Spa, Experiences, CRM, Digital, IT and Commercial teams to ensure seamless delivery.
- Develop personalised experience playbooks based on member preferences, travel behaviour, guest profiles and lifecycle stages.
- Lead the global network of Brand Loyalty Member Relations Managers, providing direction, coaching, governance and performance management.
- Continuously identify opportunities to elevate luxury service standards and introduce innovative, culturally relevant and commercially valuable experiences.
- Monitor operational performance, member satisfaction, engagement metrics and revenue impact to drive continuous improvement.
- Establish governance around service recovery and escalation for elite member experiences.
- Ensure experiences remain aligned with luxury positioning while maintaining operational feasibility and commercial value.
Knowledge, Skills & Experience
- Minimum 5 years' experience in luxury hospitality, VIP services, guest experience, loyalty, lifestyle management or luxury customer engagement.
- Proven experience creating and managing premium guest experiences across multiple locations.
- Experience leading cross functional global initiatives.
- Strong understanding of UHNW guest expectations and luxury hospitality standards.
- Demonstrated ability to operationalise new customer experience initiatives.
- Experience working with CRM platforms, customer insights and personalisation strategies.
- Strong commercial acumen with the ability to balance guest experience and business performance.
Contract Details
- This position is a contract role with an initial duration of 6 months and is renewable.
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