Manager Premium & VIP Guest Experience

Riyadh Air | طيران الرياض; Riyadh Region; On-site; SAR 700,000 - 1,000,000; Full time

Job summary

Riyadh Air seeks a senior leader to head Premium, VIP and VVIP guest journeys across airport, lounge, boarding, inflight and arrival moments. You will shape strategy, standards and operating models to deliver seamless, discreet, luxury experiences while protecting brand reputation.

The role requires 7+ years in premium services, proven leadership, and expert knowledge of protocol, service recovery and cross-functional collaboration within aviation or luxury hospitality.

Qualifications

• Minimum 7 years in guest experience or related fields.
• Proven leadership experience managing teams, programs and budgets.
• Experience in premium and VIP journey design and protocol.
• Ability to translate strategy into executable standards across high-profile guest experiences.

Responsibilities

• Define and implement strategy, standards and operating framework for Premium, VIP and VVIP journeys.
• Collaborate with airport, inflight, digital, commercial, security and government stakeholders to ensure consistent delivery.
• Monitor journeys, manage risks and escalations with calm judgment across the network.
• Develop dashboards, training requirements and executive reporting to drive quality delivery and continuous improvement.

Skills

Leadership

VIP service design

Stakeholder management

Budget management

Operational readiness

Education

Bachelor's degree

Job description

Riyadh Air (RX), headquartered in the Saudi Capital, is the new national airline that’s shaping the future of flying. It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a digitally native airline that will connect the kingdom to more than 100 destinations.

About The Role

Are you ready to lead exceptional Premium, VIP and VVIP guest journeys that define modern luxury travel at every touchpoint?

This role is central to shaping and delivering premium guest experiences across airport, lounge, boarding, inflight and arrival moments. It ensures seamless, personalized service for high-priority guests while balancing protocol, privacy and operational excellence.

A core part of the role is setting the strategy, standards and operating framework for Premium, VIP and VVIP journeys. This includes guest segmentation, personalization approaches and service recovery plans that protect satisfaction and brand reputation.

Working closely with airport teams, inflight, digital, commercial, security, protocol and government stakeholders, the position drives coordinated execution across our network. It also builds strong partnerships with airport authorities, external providers and service partners to maintain consistency and readiness.

The role oversees journey implementation from planning through live delivery, including simulations, rehearsals and post-journey reviews. It also monitors high-profile journeys in real time, managing risks, escalations and interventions with calm judgment.

With responsibility for performance and capability building, this position establishes service behaviors, training requirements, dashboards and executive reporting. It also manages budgets, vendors and business cases to support quality delivery and continuous improvement.

This is an opportunity to lead one of our most visible guest experience portfolios, shaping premium travel standards with precision, discretion and lasting impact.

About You

Degree qualified, you will demonstrate a minimum of 7 years of experience in guest experience, premium services, VIP services, luxury hospitality, aviation, private aviation, airport operations, government protocol, executive services, or a related customer-centric environment.

You are expected to possess proven leadership experience managing people, programs, partners and budgets within a complex matrixed environment.

You will bring strong expertise in premium and VIP journey design, protocol and discretion, service recovery, operational readiness, stakeholder management, performance reporting, and translating strategy into executable standards across high-profile guest experiences.

This is your opportunity to shape the future of air travel. Bring your best and show us why you can own this position within Riyadh Air.