Assistant VIC Experience Manager

Ounass; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Ounass in Dubai seeks an Assistant VIC Experience Manager to lead the day-to-day Ounass Maison client experience and coordinate front-of-house and back-of-house delivery to provide a seamless luxury journey for Maison clients, digital Personal Shopping teams, brand partners and other stakeholders.

You will translate commercial strategy into operational plans, drive sales performance, monitor client satisfaction and elevate the luxury perception of Ounass Maison across events, reporting and

Qualifications

• At least 4–5 years of luxury retail experience
• 1–2 years of people-management experience
• Experience in luxury e-commerce is preferred
• Strong knowledge of current luxury fashion trends, designers and brands, particularly womenswear
• Understanding of the online shopping journey and the systems that enable luxury e-commerce and omnichannel service
• Commercial and analytical capability, including interpretation of performance data, trends, KPIs, forecasts and client insights
• Working knowledge of luxury retail operations, visual merchandising, clienteling, cash controls, anti-money-laundering, health and safety, and food-safety standards

Responsibilities

• Lead day-to-day Maison client experience and coordinate front-of-house and back-of-house delivery.
• Drive sales performance and monitor conversion, average transaction value, units per transaction, cross-selling and upselling.
• Monitor and continually improve the Maison client journey to strengthen satisfaction, retention and brand loyalty.
• Coordinate coaching and development of the Maison team with clear expectations and performance checks.
• Maintain luxury visual-merchandising and product-display standards consistent with Ounass and partner brands.
• Ensure compliance with health and safety, cash controls, anti-money-laundering, and food-safety rules.
• Represent Ounass and Personal Shopping when hosting clients, brand executives and senior guests.

Skills

Luxury retail

Team leadership

Clienteling

E-commerce luxury

Sales targets

Visual merchandising

Cash controls

Health and safety

Communication

Analytical skills

Brand storytelling

Planning & organization

Education

Job description

Job Overview

The Assistant VIC Experience Manager leads the day-to-day Ounass Maison client experience and coordinates front-of-house and back-of-house delivery to provide a seamless luxury journey for Maison clients digitally assigned clients brand partners and other stakeholders Working with the Senior Personal Shopping Manager the role drives sales client acquisition retention and profitability safeguards operational compliance and presentation standards and enables effective events technology reporting and cross-functional execution

What you ll be doing

Supporting the Senior Personal Shopping Manager in translating Ounass Maison s commercial strategy seasonal priorities activations and agreed business objectives into operational plans with resources appointments product readiness and service requirements planned in advance Communicating agreed commercial priorities targets and service expectations to the on-site team monitoring execution and recommending corrective actions to the Senior Personal Shopping Manager Driving sales performance and monitoring sales conversion average transaction value units per transaction cross-selling upselling appointment conversion client acquisition retention reactivation VIC-tier progression and client-book engagement Monitoring and continually improving the Ounass Maison client journey to strengthen client satisfaction retention and brand loyalty and elevate the luxury perception of Ounass Supporting VIC leadership and peers in shaping and executing the marketing direction for Ounass Maison by contributing client insights commercial priorities brand feedback event opportunities and on-site experience requirements Tailoring and coordinating the Maison experience for existing VIC clients new and walk-in clients and clients assigned by the digital Personal Shopping team ensuring a consistent and personalised luxury journey Introducing clients to displayed brands through informed and engaging storytelling including their heritage ethos creative direction and product proposition and ensuring the Maison team communicates these narratives accurately and consistently Coordinating day-to-day floor operations as the visible on-site point of contact during assigned shifts monitoring client flow appointments room utilisation coverage and service delivery within delegated authority Allocating front-of-house and back-of-house resources according to demand and providing direction on routine issues while escalating material commercial compliance safety people or reputational matters Managing the end-to-end Maison service journey across greeting brand and service introduction styling food and beverage transaction wrapping delivery and client follow-up Growing the Maison client base through in-Maison engagement and targeted outreach and supporting the progression of new clients into the VIC tier Maintaining luxury visual-merchandising and product-display standards consistent with the positioning of Ounass and showcased partner brands Ensuring compliance with health and safety trading cash-handling anti-money-laundering food-safety and internal-control requirements and coordinating invoices and facilities maintenance Coordinating back-of-house activities for appointments walk-in clients events and digital Personal Shopping requests ensuring timely room product and catering readiness Managing stock transfers product receipt appointment preparation presentation and timely warehouse returns with accurate documentation reconciliation and participation in scheduled stock counts Ensuring products are organised protected and accounted for and coordinating with Warehouse Operations and Logistics to resolve delays discrepancies damage and return requirements Establishing and maintaining productive relationships with Mandarin Oriental stakeholders and proactively identifying new collaborations experiences and referral opportunities that generate qualified traffic client interest and commercial value for Ounass Maison Monitoring and managing Maison related costs and controllable expenditure responsibly ensuring spending remains within approved budgets follows company procedures and supports agreed commercial and client-experience priorities Coordinating the accurate and timely processing of Maison related bills and invoices including verification of supporting documentation obtaining required approvals and following up with Finance and suppliers while escalating discrepancies or unapproved expenditure to the Senior PS Manager Producing accurate and insightful Maison performance reports and contributing customer product brand and team insights to commercial planning forecasts assortment discussions and activation reviews Partnering with Project Management and IT to maintain and enhance the technology capabilities used by front-of-house and back-of-house teams Representing Ounass and Personal Shopping when hosting clients brand executives senior leadership and high-profile guests Coordinating coaching and developing the Maison team to deliver commercial client and service objectives with clear expectations and regular performance check-ins Managing team client books and supporting capability building across brands products luxury service and the effective adoption of AI tools Supporting recruitment onboarding goal setting leave payroll career progression and performance management in line with company policy Planning fair and effective shift coverage and identifying opportunities to automate workforce scheduling Fostering an inclusive transparent and collaborative culture that builds trust accountability sound judgement independent problem solving and recognition of team contribution

What We re Looking For

• At least 4 5 years of retail experience with luxury brands with 1 2 years of people-management experience
• Experience in luxury e-commerce is preferred
• Demonstrated record of achieving and exceeding team sales targets
• Strong knowledge of current luxury fashion trends designers and brands particularly womenswear
• At least 4 5 years of retail experience with luxury brands with 1 2 years of people-management experience.
• Experience in luxury e-commerce is preferred
• Demonstrated record of achieving and exceeding team sales targets
• Strong knowledge of current luxury fashion trends, designers and brands, particularly womenswear
• Understanding of the online shopping journey and the systems that enable luxury e-commerce and omnichannel service
• Commercial and analytical capability, including interpretation of performance data, trends, KPIs, forecasts and client insights
• Working knowledge of luxury retail operations, visual merchandising, clienteling, cash controls, anti-money-laundering, health and safety, and food-safety standards
• Strong planning, organisation and attention to detail, with the ability to translate insight into practical service and sales improvements
• Excellent communication and relationship‑building skills with luxury clients, high-net-worth individuals, senior leaders and high‑profile guests
• Proactive problem‑solving, adaptability and resilience in a fast‑paced environment with changing priorities
• Ability to delegate, coach, give feedback, resolve conflict, develop talent and manage underperformance