Manager - Brand Loyalty & Member Experience

We are looking for a

to lead the strategy, design and delivery of exclusive member experiences for our client in Dubai.

This role requires strong experience in VIP services, guest experience, loyalty or luxury customer engagement, with a proven track record of creating and operationalising premium experiences across multiple locations.

This role will be responsible for developing a global operating model for member experiences, ensuring experiences are personalised, commercially viable, operationally scalable and consistently delivered across the portfolio.

This position is a role offered on a contract basis, with the possibility of extension subject to business requirements and performance.

• Develop and execute the global Member Experience strategy aligned with the brand’s luxury positioning and loyalty programme vision.
• Design and deliver exclusive, personalised experiences for Elite members that strengthen loyalty and create memorable moments throughout the guest journey.
• Own the end-to-end lifecycle of member experiences, from concept development and operational setup through to launch, measurement, optimisation and retirement.
• Establish operating frameworks, governance, standards, SOPs and quality assurance processes to ensure consistent experience delivery across multiple locations.
• Lead the rollout of new member experiences, including testing, pilot programmes, implementation planning and post-launch optimisation.
• Develop personalised experience playbooks based on member preferences, travel behaviour, guest profiles and lifecycle stages.
• Work closely with hotel operations, Guest Relations, Concierge, Food & Beverage, Spa, Experiences, CRM, Digital, IT and Commercial teams to ensure seamless execution.
• Lead and develop the global network of Brand Loyalty Member Relations Managers, providing direction, coaching, governance and performance management.
• Identify opportunities to enhance luxury service standards and introduce innovative, culturally relevant and commercially valuable member experiences.
• Monitor member satisfaction, engagement, operational performance and revenue impact to identify opportunities for continuous improvement.
• Establish clear governance around service recovery and escalation for Elite member experiences.
• Ensure member experiences balance luxury service expectations with operational feasibility and commercial value.
• Partner with Insights and Analytics teams to identify emerging guest trends and develop new experience propositions.
• Manage the departmental budget related to Brand Loyalty member experiences and ensure appropriate commercial oversight.

• Minimum

5 years of experience

in luxury, VIP services, guest experience, loyalty, lifestyle management or luxury customer engagement.

• Proven experience creating and managing

premium or luxury guest experiences across multiple locations

.

• Strong understanding of

UHNW guest expectations and luxury hospitality standards

.

• Experience leading

cross-functional and/or global initiatives

involving multiple teams or locations.

• Demonstrated ability to take customer experience concepts and

operationalise them at scale

.

• Experience working with

CRM platforms, customer insights and personalisation strategies

.

• Strong commercial understanding, with the ability to balance exceptional member experience with business performance.
• Strong stakeholder management and communication skills, with the ability to work across hotel operations and corporate functions.
• Experience leading, coaching or managing teams across multiple locations is preferred.
• Bachelor’s degree in Business, Marketing, Hospitality or a related field is desirable.
• Professional certifications in customer engagement or related areas are desirable.

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.