Loyalty Experience Design Assistant Manager

We are seeking a Loyalty Experience Design Assistant Manager to lead the strategy, design, implementation, and continuous evolution of exclusive member experiences across the global portfolio. The Brand Loyalty Member Experience Assistant Manager is responsible for transforming the member experience into a signature brand differentiator by creating extraordinary, personalised experiences for members that strengthen loyalty, increase guest lifetime value, and reinforce the position as the world's leading luxury hospitality recognition programme. This role owns the global operating model for member experiences, ensuring every experience is commercially viable, operationally scalable, flawlessly executed, and consistently delivered across all hotels.Our client based in Dubai, is one of the leading hospitality groups in the region. This position is a contract role with an initial duration of 6 months and is renewableKey responsibilities:Develop and execute the global Member Experience strategy aligned with the loyalty programme vision and luxury brand positioning.Design exclusive experiences for elite members that differentiate programme from traditional loyalty programmes and create memorable moments across the guest journey.Establish the operational framework, governance, standards, SOPs, technical and quality assurance processes for experience delivery across all hotels.Lead the rollout of new experiences globally, including testing, pilot programmes, implementation planning, and post-launch optimisation.Own the end-to-end lifecycle of member experiences from concept, setup, operational readiness, execution, measurement, refinement, and retirement.Partner closely with hotel operations, Guest Relations, Concierge, Food & Beverage, Spa, Experiences, CRM, Digital, IT and Commercial teams to ensure seamless delivery.Develop personalised experience playbooks based on member preferences, travel behaviour, guest profiles and lifecycle stages.Lead the global network of Brand Loyalty Member Relations Managers, providing direction, coaching, governance and performance management.Continuously identify opportunities to elevate luxury service standards and introduce innovative, culturally relevant and commercially valuable experiences.Monitor operational performance, member satisfaction, engagement metrics and revenue impact to drive continuous improvement.Establish governance around service recovery and escalation for elite member experiences.Ensure experiences remain aligned with luxury positioning while maintaining operational feasibility and commercial value.Collaborate with the Insights Analyst to identify emerging guest trends and develop new experience propositions.Knowledge, skills & experience:Minimum 5 years' experience in luxury hospitality, VIP services, guest experience, loyalty, lifestyle management or luxury customer engagement.Proven experience creating and managing premium guest experiences across multiple locations.Experience leading cross-functional global initiatives.Strong understanding of UHNW guest expectations and luxury hospitality standards.Demonstrated ability to operationalise new customer experience initiatives.Experience working with CRM platforms, customer insights and personalisation strategies.Strong commercial acumen with the ability to balance guest experience and business performance.