Member Experience Manager (Hospitality)
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Edari is hiring a Member Experience Manager on a contract basis for a leading hospitality company in Dubai. The role involves developing and executing global member experience strategies, designing exclusive experiences, and leading cross-functional initiatives.
Key Skills for This Role
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
- Establish governance frameworks, operating standards, SOPs, and quality assurance processes
- Lead the global rollout of new member experiences, including pilot programmes and post launch optimisation
- Manage the end to end lifecycle of member experiences from concept to retirement
- Collaborate with Hotel Operations, Guest Relations, Food & Beverage, Spa, CRM, Digital, IT, and Commercial teams
- Develop personalised experience playbooks based on member preferences and travel behaviours
- 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 member experiences
- Monitor operational performance, member satisfaction, engagement metrics, and commercial outcomes
Requirements
- Bachelor's degree in Business, Marketing, Hospitality Management, or related discipline
- 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
- Excellent communication, stakeholder management, leadership, and problem solving skills
Full Job Posting
Role Overview
- 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.
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.
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.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at edari
Corporate Finance Manager
Dubai, UAE
Our client, a leading semi-government hospitality organisation, is seeking an experienced Corporate Finance Manager to join its Finance Operations function, reporting directly to the Head of Finance Operations. This is a
Assistant Manager- FP&A
Dubai, UAE
Edari is hiring an Assistant Manager – FP&A for a 6-month contract role in Dubai, supporting financial planning, budgeting, and forecasting for a large regional company. Candidates need 4+ years of FP&A experience, stron
Senior Manager – Business Excellence
Dubai, UAE
Our client, a leading conglomerate, seeks a Senior Manager Business Excellence to drive strategic compliance, digital transformation, and operational excellence. The role involves developing compliance frameworks, leadin
HR Specialist - Payroll (Immediate Joiner)
Dubai, UAE
Edari is hiring an HR Specialist - Payroll for a 6-month contract role in Dubai. The role involves managing end-to-end payroll operations, benefits administration, and compliance using Oracle Fusion HCM. Requires 7+ year
Business Process Management Lead - Signavio
Dubai, UAE
Edari is seeking a Business Process Management Lead to drive process governance, optimization, and continuous improvement for a client in Dubai. The role requires expertise in SAP Signavio, BPM governance, and stakeholde
Data and AI Governance Manager
Dubai, UAE
A large semi-governmental entity in Dubai seeks a hands-on Data and AI Governance Manager to establish and manage governance frameworks from the ground up. The role involves designing AI governance processes, data govern
Transformation Consultant
Dubai, UAE
Edari is hiring a Transformation Consultant for a long-term contract role based in Dubai with one of the largest companies in the region. The role involves planning, coordination, and governance of enterprise transformat
Finance Project Manager
Dubai, UAE
A leading real estate semi-government organization seeks an experienced Project Manager with a strong finance background to lead strategic finance transformation projects. The role involves end-to-end delivery of complex
Corporate Finance Manager
Dubai, UAE
Assistant Manager- FP&A
Dubai, UAE
Senior Manager – Business Excellence
Dubai, UAE
HR Specialist - Payroll (Immediate Joiner)
Dubai, UAE
Business Process Management Lead - Signavio
Dubai, UAE
Data and AI Governance Manager
Dubai, UAE
Transformation Consultant
Dubai, UAE
Finance Project Manager
Dubai, UAE