Premium Engagement Manager

Corporate Office, London; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Join a leading luxury hospitality brand as a Premium Engagement Manager. You will enhance the experiences of UHNW guests while managing a dedicated engagement strategy. The role combines strategic oversight with operational excellence, ensuring each interaction meets the highest standards of luxury service. Ideal candidates will possess a strong background in hospitality, exceptional communication skills, and a passion for creating personalized experiences.

Benefits

Learning & Development Programs

Complimentary Stays with MOstay

Health & Wellness Programs

Various Retirement Plans

Qualifications

• Minimum 4 years in hospitality or luxury roles.
• Strong understanding of UHNW guest expectations.
• Native-level English; Mandarin/Arabic is a plus.

Responsibilities

• Managing engagement for top UHNW guests globally.
• Collaborating with various stakeholders to enhance guest experiences.
• Leading strategic initiatives for VIP engagement.

Skills

Communication

Emotional Intelligence

Organizational Skills

Critical Thinking

Problem Solving

Tools

Salesforce

PowerBI

Microsoft Office

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Mandarin Oriental is looking for a Premium Engagement Manager to join our Brand & Experience team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

About the job

Based at Mandarin Oriental Corporate Office within the Customer Experience Department in London, the Premium Engagement Manager

plays a pivotal role in managing and enhancing the global experience of Mandarin Oriental's most valuable guests (UHNW/VIP), supporting the Premium Engagement Director in delivering a world-class, end-to-end engagement strategy.

This role is both strategic and hands-on, responsible for the full breadth of guest engagement activities ranging from design and implementation of VIP journeys, maintaining high-level engagement calendar across global guest touchpoints, coordination and analysis of customer engagement data, and managing the CRM platform to ensure we maintain and maximise customer lifetime value across all markets.

This individual will help shape the Group's VIP community engagement across systems, communications, operations, partnerships, and brand activations-making sure every interaction aligns with Mandarin Oriental's long-term strategy and brand standards.

The Premium Engagement Manager reports to the Premium Engagement Director.

As Premium Engagement Manager, you will be responsible for the following duties:

1. UHNW Relationship & Guest Experience Management

• Work alongside the Premium Engagement Director in managing a portfolio of the top 0.5% UHNW guests globally including our 'inner circle' of actively managed relationships.
• Track and maintain guest data, key occasions, behaviours and insights to ensure tailored engagement before, during, and between stays from both corporate and on-property teams.
• Develop and manage communication with hotel property teams to ensure seamless execution of bespoke guest journeys with regular check-ins to share inspiration and jointly deliver our global VIP proposition consistently.
• Consolidate quantitative and qualitative insights into our UHNW and VIP guests to continuously enhance future proposition / experiences

2. Internal Stakeholder Collaboration, Communication and Centralised Infrastructure

• Act as a central liaison between the Premium Engagement team and key stakeholders including on-property and corporate Operations, Marketing, Brand, Residences, Sales and other Commercial teams.
• Maintain the UHNW guest dashboard and engagement tracker including heads up to properties, with news, events, and opportunities as well as driving our automation processes.
• Continue to evolve our UHNW portfolio management infrastructure, working alongside the Fans of M.O. team to engage with on-property champions / Fan Makers / Residences ambassador and other operational colleagues to identify and cross-pollinate best practices in UHNW service and brand experience management.
• Represent the voice of our Top 0.5% of guests across internal working groups and support the development of playbooks, service guidelines, SOPs and other colleague-facing collateral to drive continuous improvement.

3. Project Leadership of Strategic Initiatives

• Lead global delivery of 'The Collective' on-property experience, evolving and personalising the proposition (including soft touches and acts of recognition in addition to fixed benefits) with colleague input and co-design.
• Responsible for developing and implementing bespoke communications and highly personalised marketing for The Collective global audience
• Support the Director in implementing the strategy for scaled 1:1 communication and bespoke brand activations for The Collective audience.
• Coordinate and produce engaging and data-driven quarterly executive reports, monthly performance reviews, and customer insights reports for senior corporate and property stakeholders.

4. Operational Support & Process Optimisation

• Maintain the bespoke CRM platform (Salesforce) for Premium Engagement guests, including logging of engagements and leveraging the technology for proactive, contextually relevant guest outreach.
• Manage dashboards in PowerBI and Excel, SOPs to track performance and work with the broader Customer Experience data team to identify new ways to automate and enhance insights development and action.
• Forecast and track future guest travel, potential engagement points (brand activations), and key UHNW lifestyle and market opportunities.
• Prepare briefing packs for key guest/ Director visits and ensure detailed pre-arrival planning/support.
• Maintain the operating budgget, travel and expense tracking for the team

As Premium Engagement Manager, we expect from you:

1. Experience & Background

• Minimum 4 years in hospitality, relationship management, CRM / marketing & communications, or luxury travel concierge-ideally within a luxury or UHNW-focused role.
• Strong understanding of Mandarin Oriental's brand, customer proposition, and UHNW guest expectations.
• Exposure to UHNW individuals and understanding their needs and expectations and how to adapt engagement strategies.

2. Skills & Competencies

• Excellent written and verbal communication, with native-level English; other languages are an advantage but not essential including Mandarin, Arabic, and European languages.
• Gravitas and warmth to confidently interact with senior Corporate and Operations management to deliver the Premium Engagement strategy
• High emotional intelligence with discretion, empathy, and anticipation of client needs.
• Exceptional organisational skills, attention to detail, and ability to manage multiple projects and systems.
• Critical thinking and problem-solving ability in high-pressure or time-sensitive situations.
• Comfortable working in global, cross-functional teams across time zones.
• Proficiency in Microsoft Office suite including Powerpoint, guest experience / engagement systems (HMS, Salesforce etc), and project management tools.

3. Key Attributes

• Strategic yet execution-focused - can see the big picture while also handling day-to-day details and always prioritising on the go.
• Passionate about creating emotionally resonant, personalised VIP engagement and experiences.
• Self-starter with a proactive mindset, constantly seeking opportunities to take ownership to innovate and improve.
• Brand ambassador mindset, ensuring every action upholds Mandarin Oriental's reputation for excellence.

Our commitment to you:

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.