Manager - Membership Experience - Jumeirah Invitations Only

About Jumeirah and Jumeirah Group & Corporate:

For more than two decades, Jumeirah Group, a member of Dubai Holding, has been making a distinct mark on the global hospitality with its unwavering Stay Different™ brand promise.
Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, signature dining experiences and artful surroundings at the heart of every guest experience.

Today, Jumeirah operates a world-class portfolio of 26 properties across the Middle East, Europe and Asia, and employs over 9,000 colleagues, representing over 120 nationalities.
As Jumeirah continues to expand its global portfolio and scale up its operations to the next level of growth, we remain fully committed to developing and empowering our colleagues to excel in world-class environments.

Jumeirah is committed to embedding equality, diversity and inclusion in all its practices, embracing a culture that celebrates diversity. Madinat Jumeirah, Jumeirah Group’s mega-resort is home to four ultra-luxurious hotels –Jumeirah Al Naseem, Jumeirah Al Qasr, Jumeirah Mina A’Salam and Jumeirah Dar Al Masyaf – all nestled within 3km of picturesque waterways connected by traditional abras.

The mega resort boasts 2km of pristine beach, the award-winning Talise Spa and state-of-the-art fitness and leisure facilities, as well as exclusive accommodations ranging from penthouses and suites to private summerhouse experiences with unrivalled benefits including a leading conference and banqueting centre. Madinat Jumeirah is also home to over 50 world-class restaurants and bars, as well as a traditional souk featuring Arabian shopping stands, barrows and stalls with a blend of boutique brands, souvenir gift shops, and luxury fashion and jewellery outlets.

About the Job:

We are building something truly special at Jumeirah: a brand-new, exclusive membership program that will offers its members ‘the keys to Dubai’. The membership will operate on an invitation-only basis, with suitable members selected from our most loyal and high-spending customers and beyond. Initially, membership will be kept small, with additional members approved over time on a semi-regular basis. Via their lifestyle manager, members will have access to personalised experiences across Dubai Holding, Jumeirah and third parties in Dubai that include hospitality, wellness, dining, and entertainment. Members are entitled to bring friends and family with some benefits including guest access, but access to the lifestyle manager and most benefits are the privilege of the member only. Membership is renewed on an annual basis. 

An exciting opportunity has arisen for a Manager - Membership Experience to join our Team.  

Your key responsibilities will include:

• Act as your members’ primary contact and to proactively communicate with them on a regular basis (remotely or in person).
• Ensure that all of your members’ requests are fulfilled in a timely manner and to the highest levels of personalization and quality across all existing offerings within the Jumeirah portfolio. This includes coordination all aspects of a hotel, dining, wellness, entertainment, or outdoor event to include transportation, reservations, personalized touches and payment. Members will have a membership app available to facilitate some experiences, but constant back-end support will be required
• Strengthen each relationship and personalize each experience by deeply understanding each member’s unique lifestyle, preferences and needs whilst maximizing the likelihood of their renewal.
• Create new experiences for your member by customizing and combining existing offerings within the Jumeirah portfolio that are relevant to their preferences
• Create and maintain a detailed calendar for your member that includes your managed experiences.
• Anticipate challenges within an itinerary, and plan alternatives as needed.
• As an Member Experience Manager you will be required to be on-site at the various locations that our members will be visiting to create a welcoming arrival experience and ensure that the facility and staff have the context and supplies required to deliver a world-class experience.
• Coordinate with the Asst Member Experience Manager, who are based on properties (floating) to support any requirements needed by you to insure the member experiences are executed flawlessly. 
• Maintaining a commercial and financial context to membership decisions. This should include being able to make an assessment on the profitability of a member based on the services they are booking, the value of individual services / benefits, and to be able to add or remove line items from an invoice.
• Maintain knowledge in hospitality best practices in greeting, payment, and preference tracking.
• Use best judgement to determine when ‘Surprise & Delight’ should be offered to members to enhance their overall experiences. 
   

About you: 

The ideal candidate for this position will have the following experience:

• Bachelor’s degree in business, marketing, hospitality managements, or a related field
• 3 to 6-year experience in any of the following sectors/areas: Personal Assistant, Customer Service, Guest Relations, Lifestyle and or Account Management, luxury travel & leisure.
• Exceptional communication and interpersonal skills. Demonstrated ability to communicate with HNW clients, and diverse management and support staff spanning all organizational levels.
• In-depth understanding of requirements involved in the lifestyle management of affluent, high-net worth individuals.
• In-depth knowledge and network within Dubai and UAE attractions, restaurants, hotels, wellness, entertainment, and events.
• Strong IT & CRM systems skills, including knowledge of hospitality industry standard tools.
• Able to anticipate member needs and deliver intuitive and highly personalized solutions.

About the Benefits: 

We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package, flights home, accommodation, life insurance, functional incentives and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.