Manager - Brand Loyalty & Member Experience

Tanqeeb; Dubai; On-site; AED 300,000 - 600,000; Full time

Job summary

Tanqeeb in Dubai seeks a Manager - Brand Loyalty & Member Experience to lead strategy, design and delivery of exclusive member experiences for a luxury client portfolio. You will own the end-to-end lifecycle, from concept to launch, and collaborate with Guest Relations, CRM, Operations and Commercial teams to ensure premium, commercially viable experiences across locations.

This contract role may extend based on business needs and performance, requiring minimum 5 years in luxury guest engagement

Qualifications

• Minimum 5 years of experience in luxury, VIP services, guest experience, loyalty or luxury engagement.
• Proven experience creating premium guest experiences across multiple locations.
• Strong UHNW guest expectations and luxury hospitality standards.
• Experience leading cross-functional/global initiatives with multiple teams/locations.
• Experience with CRM platforms and personalization strategies.

Responsibilities

• Develop and execute the global Member Experience strategy aligned with luxury positioning.
• Design exclusive, personalised Elite member experiences to strengthen loyalty.
• Own end-to-end lifecycle from concept to launch, measurement and retirement.
• Establish governance, SOPs and QA for consistent delivery across locations.
• Lead rollout of new experiences, including testing, pilots and implementation planning.
• Develop playbooks based on member preferences and lifecycle stages.
• Collaborate with hotel operations, Guest Relations, Concierge, F&B, CRM, IT and Commercial teams.
• Lead and coach the global network of Brand Loyalty Members Relations Managers.
• Identify opportunities to enhance luxury service standards and commercial value.
• Monitor satisfaction, engagement and revenue impact for continuous improvement.

Skills

VIP services

Guest experience

Loyalty programs

Global rollout

Education

Business/Marketing/Hospitality

Tools

CRM platforms

Job description

We are looking for a Manager - Brand Loyalty & Member Experience to lead the strategy, design and delivery of exclusive member experiences for our client in Dubai. This role requires strong experience in VIP services, guest experience, loyalty or luxury customer engagement, with a proven track record of creating and operationalising premium experiences across multiple locations.

This role will be responsible for developing a global operating model for member experiences, ensuring experiences are personalised, commercially viable, operationally scalable and consistently delivered across the portfolio.

This position is a role offered on a contract basis, with the possibility of extension subject to business requirements and performance.

Key Responsibilities

• Develop and execute the global Member Experience strategy aligned with the brand’s luxury positioning and loyalty programme vision.
• Design and deliver exclusive, personalised experiences for Elite members that strengthen loyalty and create memorable moments throughout the guest journey.
• Own the end-to-end lifecycle of member experiences, from concept development and operational setup through to launch, measurement, optimisation and retirement.
• Establish operating frameworks, governance, standards, SOPs and quality assurance processes to ensure consistent experience delivery across multiple locations.
• Lead the rollout of new member experiences, including testing, pilot programmes, implementation planning and post-launch optimisation.
• Develop personalised experience playbooks based on member preferences, travel behaviour, guest profiles and lifecycle stages.
• Work closely with hotel operations, Guest Relations, Concierge, Food & Beverage, Spa, Experiences, CRM, Digital, IT and Commercial teams to ensure seamless execution.
• Lead and develop the global network of Brand Loyalty Member Relations Managers, providing direction, coaching, governance and performance management.
• Identify opportunities to enhance luxury service standards and introduce innovative, culturally relevant and commercially valuable member experiences.
• Monitor member satisfaction, engagement, operational performance and revenue impact to identify opportunities for continuous improvement.
• Establish clear governance around service recovery and escalation for Elite member experiences.
• Ensure member experiences balance luxury service expectations with operational feasibility and commercial value.
• Partner with Insights and Analytics teams to identify emerging guest trends and develop new experience propositions.
• Manage the departmental budget related to Brand Loyalty member experiences and ensure appropriate commercial oversight.

Knowledge, Skills & Experience

Minimum 5 years of experience in luxury, VIP services, guest experience, loyalty, lifestyle management or luxury customer engagement. Proven experience creating and managing premium or luxury guest experiences across multiple locations. Strong understanding of UHNW guest expectations and luxury hospitality standards. Experience leading cross-functional and/or global initiatives involving multiple teams or locations. Demonstrated ability to take customer experience concepts and operationalise them at scale. Experience working with CRM platforms, customer insights and personalisation strategies. Strong commercial understanding, with the ability to balance exceptional member experience with business performance. Strong stakeholder management and communication skills, with the ability to work across hotel operations and corporate functions. Experience leading, coaching or managing teams across multiple locations is preferred. Bachelor’s degree in Business, Marketing, Hospitality or a related field is desirable. Professional certifications in customer engagement or related areas are desirable.

Availability

Preference will be given to candidates available immediately or within a maximum of 30 days after accepting the offer.