Experience Design Manager

YOSH; Abu Dhabi; On-site; AED 350,000 - 520,000; Full time

Job summary

Madar39 in Abu Dhabi is seeking an Experience Design Manager to shape the physical and digital experience for members, tenants, staff, visitors and partners. You will integrate hospitality, spatial experience, and digital transformation while overseeing facilities, leasing, procurement and vendor relationships.

The role covers end-to-end experience management across guest touchpoints, space operations, and digital workflows, ensuring alignment with Madar39’s ethos of imagination, connection, and

Qualifications

• Bachelor's degree in Hospitality management, Business Administration, Experience Design or related field.
• 5 years experience in guest experience, facilities management, spatial experience, leasing administration or similar roles (preferably in creative, cultural coworking or hospitality environments).
• Experience managing vendors and service providers.
• Experience leading digital systems implementation or transformation (ERP, booking platforms, digital workflows).
• Fit-out/build-out coordination experience is a plus.
• Certifications in HSE, facilities management or procurement are preferred (not mandatory).

Responsibilities

• Lead guest and member experience ensuring touchpoints reflect Madar39 identity.
• Uphold high standards of hospitality and service across the space.
• Coordinate with Community Engagement to align front-of-house and back-of-house.
• Collaborate with Communications & Marketing on spatial usability and day-to-day flow.
• Collect and act on feedback to improve experience quality.
• Oversee leasing administration and Tawtheeq registrations; coordinate with Finance and Legal.
• Ensure invoicing, contract compliance and revenue tracking.
• Coordinate with landlord FM for fit-out approvals and drawings.
• Provide timely support for space- and facility-related needs.
• Mentor Administration Officer in leasing and back-office processes.
• Oversee outsourced providers (cleaning, security, maintenance, HSE).
• Ensure HSE compliance with third-party specialists; align with regulations.
• Supervise building access, CCTV, and emergency protocols.
• Monitor utilities and coordinate cost-saving opportunities with FM teams.
• Maintain inventory and office supplies.
• Lead digital transformation initiatives for member/tenant journeys (ERP, booking platforms).
• Own digital user experience and coordinate with IT for secure, reliable systems.
• Implement new tools to improve accessibility and efficiency.
• Oversee documentation, onboarding, and digital workflows for space management.

Skills

Hospitality

Guest experience

Facilities management

Leasing administration

Digital systems

Vendor management

Education

Bachelor's degree in Hospitality management, Business Administration, Experience Design or related field

Job description

Madar39 is a curated space in Abu Dhabi where creative entrepreneurs grow ideas into thriving businesses. From a shared workspace open to the public to studios and beyond we provide the facilities support and encouragement network that help Members build scale contribute and eventually move beyond our space carrying Madar39s ethos of creative responsibility to the world.

Role Summary

M-39 is seeking a dynamic and people-centered Experience Design Manager to shape the physical and digital experience of everyone who interacts with our space including members tenants staff visitors partners and collaborators.

This role ensures that M-39s environment systems and services come together to deliver an exceptional intuitive and inspiring experience that reflects our creative community-driven culture. It blends hospitality user experience design spatial experience management and digital transformation while also overseeing facilities leasing administration procurement processes and vendor relationships.

Every touchpoint from the welcome at the door to the booking of a space should reflect Madar39s values of imagination connection and care.

Key Responsibilities

1) Guest and Member Experience

• Act as the lead custodian of the Madar39 experience ensuring all physical and digital touchpoints are welcoming intuitive and aligned with Madar39s identity.

• Design and uphold high standards of hospitality and service across the space.

• Collaborate closely with the Community Engagement Lead to ensure seamless coordination between front-of-house delivery and back-of-house systems.

• Work with the Communications & Marketing Manager on spatial usability functional experience and day-to-day operational flow.

• Collect and act on feedback from members tenants and visitors to continuously improve experience quality.

2) Leasing and Tenant Relations

• Manage leasing administration including documentation Tawtheeq registrations contract processing and coordination with internal teams.

• Liaise with Finance and Legal teams to ensure proper invoicing contract compliance and revenue tracking.

• Coordinate with landlord FM and shell & core teams for fit-out approvals drawings and modifications.

• Ensure tenants receive timely support for space- and facility-related needs.

• Provide oversight and mentorship to the Administration Officer in executing leasing and back-office processes.

3) Facilities and Space Management

• Oversee outsourced providers (cleaning security maintenance and HSE) to ensure spaces are safe functional and inspiring.

• Manage HSE compliance through third-party specialists ensuring alignment with local regulations and best practices.

• Supervise building access CCTV systems and emergency protocols.

• Monitor building systems efficiency and utilities consumption with third-party FM teams to identify cost-saving opportunities.

• Liaise with the landlords facilities management team to resolve issues promptly.

• Develop and monitor preventive maintenance plans service schedules and vendor performance.

• Maintain inventory and oversee office supplies (stationery pantry items consumables) and coordinate replenishments as needed.

4) Digital Experience and Transformation

• Lead digital transformation initiatives to improve the member and tenant journey (ERP systems booking platforms digital forms tenancy contracts and maintenance request workflows).

• Serve as the strategic owner of digital user experience (not technical IT support) ensuring platforms are intuitive and aligned with service design goals.

• Coordinate with IT vendors and digital specialists to ensure secure and user-friendly systems.

• Liaise with IT teams to ensure reliable Wi‑Fi network security community access and rapid response to IT-related emergencies.

• Identify and implement new tools that improve accessibility efficiency and member experience.

• Oversee documentation onboarding materials and digital workflows related to space and experience management.

5) Vendor and Budget Management

• Manage relationships with facilities and digital service providers to ensure high-quality performance and value for money.

• Partner with Procurement and Finance on sourcing contracting renewals and OPEX tracking.

• Recommend improvements in cost-saving sustainability process optimization and service quality.

6) Flexibility and Collaboration

• Support cross-functional initiatives and organizational improvements in a fast-paced start-up-like environment.

• Work collaboratively with all teams to deliver a memorable and human-centered experience.

• Adapt to evolving needs with initiative and a solution-oriented mindset.

Skills and Competencies

Experience & Hospitality

Strong interpersonal and communication skills with a natural sense of hospitality.

Demonstrated ability to design and manage member and tenant experiences at a high standard.

Facilities & Leasing

Strong administrative leasing skills including documentation compliance Tawtheeq

coordination and back-of-house process management.

Adept in facilities oversight vendor relations procurement and service quality assurance.

Knowledge of HSE regulations and operational compliance requirements.

Digital Transformation

Vision for digital transformation and service design with the ability to map and improve

workflows and user journeys.

Ability to coordinate with IT teams to ensure secure Wi‑Fi reliable network performance and

rapid response to IT-related issues or emergencies (not technical IT support).

Education & Experience

• Bachelors degree in Hospitality management Business Administration Experience Design or related field

• 5 years experience in guest experience facilities management spatial experience leasing administration or similar roles (preferably in creative cultural coworking or hospitality environments)

• Experience managing vendors and service providers

• Experience leading digital systems implementation or transformation (ERP booking platforms digital workflows)

• Fit-out/build-out coordination experience is a plus

• Certifications in HSE facilities management or procurement are preferred (not mandatory)