Assistant Manager - Member Experience (Hospitality)

Role overview

We are seeking an Assistant Manager for Member Experience to shape, deliver, and continuously improve premium experiences for a luxury hospitality loyalty programme in Dubai, UAE. The role focuses on creating memorable, high-value interactions that strengthen member loyalty, deepen emotional connection, and support the brand’s standing in global luxury hospitality.

This is a contract position and may be extended depending on business needs and performance.

Key responsibilities

• Build and implement the global member experience approach in line with the brand’s luxury positioning and loyalty strategy.
• Create distinctive, high-impact experiences for top-tier members throughout the guest journey to boost differentiation and loyalty.
• Put in place operating models, governance, SOPs, and quality benchmarks that support consistent delivery across all properties.
• Own the full lifecycle of member experiences, from concept and launch to measurement, refinement, and retirement.
• Coordinate launches of new experiences across markets, including pilots, testing, and improvement after rollout.
• Work closely with hotel operations, guest relations, concierge, CRM, digital, and commercial teams to ensure smooth delivery.
• Develop personalised experience guides based on member behaviour, preferences, and lifecycle stage.
• Guide regional and property-level member experience teams to maintain consistency and strong performance.
• Track operational results, member satisfaction, engagement metrics, and business impact to support ongoing improvement.
• Set up governance for service recovery, escalation handling, and issue resolution for elite members.
• Spot opportunities to innovate and improve luxury guest experiences as expectations evolve.
• Partner with insights and analytics teams to turn member data into practical experience enhancements.

Requirements

• Bachelor’s degree in Business, Marketing, Hospitality Management, or a related discipline.
• At least 5 years of experience in luxury hospitality, VIP services, guest experience, loyalty, or lifestyle management.
• Demonstrated success in designing and managing premium guest or member experiences across several locations or markets.
• Strong understanding of UHNW guest expectations and luxury hospitality standards.
• Experience in cross-functional, multi-market environments.
• Ability to translate customer experience strategies into scalable operational execution.
• Excellent stakeholder management and influencing skills at both senior and operational levels.
• Experience with CRM tools, customer insights, or personalisation strategies is highly preferred.
• Commercially aware, with the ability to balance exceptional guest experience and operational efficiency.

Additional information

This is an onsite full-time role based in Dubai, United Arab Emirates, offered on a contract basis. Extension may be possible depending on business requirements and performance.

Preference will be given to applicants who can join immediately or within 30 days of accepting the offer.

Applications will be reviewed within 7 working days. If the profile matches the role requirements, a consultant will reach out to discuss the position and next steps.