Assistant Manager – Member Experience - Jumeirah Group & Corporate

About Jumeirah & the Hotels

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 30 properties across the Middle East, Africa, Europe and Asia. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and luxury residences.

From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.

About the Job:

An opportunity has arisen for an Assistant Manager – Member Experience to join Brand Loyalty team in Jumeirah Group & Corporate. The main duties and responsibilities of this role:

• Oversee daily contact center operations, ensuring timely, personalized responses across all channels and optimizing workforce scheduling, case volumes, and SLA adherence.
• Enforce SOPs, monitor service standards, lead quality assurance, and implement improvements to enhance consistency and efficiency.
• Coordinate escalations with internal teams and hotels, ensuring effective issue resolution, proper documentation, and follow-up.
• Act as liaison with Jumeirah hotel teams, supporting guest recognition efforts and proactive communication for elite member stays and service recoveries.
• Manage and coach a team of Supervisors and Advisors, delivering training, setting goals, and supporting development and performance growth.
• Deliver performance and insight reports, support new initiatives, and provide member experience feedback to drive strategic decisions.

About you:

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

• 5 years of experience in customer service, contact centre operations, or loyalty program environments, with at least 2 years in a supervisory or team leadership role.
• Strong operational management skills, including workforce planning, SLA tracking, and process improvement in a service-focused environment.
• Proven ability to handle escalations and issue resolution, working cross-functionally with internal departments and hotel guest relations teams.
• Demonstrated leadership in team development, including coaching, performance management, and supporting professional growth.
• Excellent communication and stakeholder engagement, with a focus on delivering premium, brand-aligned member experiences and translating service insights into strategic actions.

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 including dental coverage, life insurance, incentive programs, 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.