Assistant Manager – Member Experience - Jumeirah Group & Corporate

Jumeirah; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading luxury hospitality brand is looking for an Assistant Manager – Member Experience to enhance member interactions and oversee contact center operations. Ideal candidates will have strong leadership and operational management skills, alongside a passion for delivering premium experiences. This role includes an attractive tax-free salary and extensive employee benefits.

Benefits

Generous F&B benefits

Reduced hotel rates worldwide

Comprehensive healthcare including dental

Incentive programs

Life insurance

Qualifications

• 5 years experience in customer service or contact center.
• 2 years in a supervisory or leadership role.
• Strong operational management skills.

Responsibilities

• Oversee daily contact center operations.
• Enforce SOPs and monitor service standards.
• Manage and coach a team of Supervisors and Advisors.

Skills

Customer Service

Operational Management

Team Development

Communication

Job description

About Jumeirah & the Hotels

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 31 properties, including 33 signature F&B restaurants, across the Middle East, Europe, Asia, and Africa. Since 1999, Jumeirah has been a pioneer in luxury hospitality, starting with the iconic Jumeirah Burj Al Arab. The brand is renowned worldwide for its beachfront resorts, city hotels, and luxury residences.

From the Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern Jumeirah Carlton Tower in London, the brand is synonymous with warm service and creating distinctive experiences that bring joy to guests globally.

About the Job:

An opportunity has arisen for an Assistant Manager – Member Experience to join the Brand Loyalty team at Jumeirah Group & Corporate.

The main duties and responsibilities include:

1. Overseeing daily contact center operations, ensuring timely, personalized responses across all channels, and optimizing workforce scheduling, case volumes, and SLA adherence.
2. Enforcing SOPs, monitoring service standards, leading quality assurance, and implementing improvements for consistency and efficiency.
3. Coordinating escalations with internal teams and hotels, ensuring effective issue resolution, proper documentation, and follow-up.
4. Acting as liaison with Jumeirah hotel teams, supporting guest recognition efforts and proactive communication for elite member stays and service recoveries.
5. Managing and coaching a team of Supervisors and Advisors, providing training, goal setting, and supporting development and performance growth.
6. Delivering performance and insight reports, supporting new initiatives, and providing member experience feedback to inform strategic decisions.

About you:

The ideal candidate will have:

1. At least 5 years of experience in customer service, contact center operations, or loyalty programs, with a minimum of 2 years in a supervisory or team leadership role.
2. Strong operational management skills, including workforce planning, SLA tracking, and process improvement.
3. Proven ability to handle escalations and resolve issues, working cross-functionally with internal departments and hotel guest relations teams.
4. Leadership experience in team development, coaching, and performance management.
5. Excellent communication and stakeholder engagement skills, with a focus on delivering premium, brand-aligned member experiences and translating insights into strategic actions.

About the Benefits:

We offer an attractive tax-free salary paid in AED, along with generous F&B benefits, reduced hotel rates worldwide, comprehensive healthcare including dental, life insurance, incentive programs, and other employee benefits. This role is ideal for high performers seeking a career with one of the most luxurious brands in hospitality.