Member Experience Manager

Description

Summary: Seeking a polished Member Experience Manager to act as an assistant GM and cultural ambassador, refining the end-to-end member journey in an exclusive health club. Highlights: 1. Elevate touchpoints to world-class hospitality standards 2. Define and deliver ultra-luxury member experience strategy 3. Inspire and mentor a high-performing, service-led team **The Opportunity** An exceptional opportunity has arisen for a polished and experienced Member Experience Manager to join an exclusive health club renowned for its outstanding facilities and highly personalised member experience. The successful candidate will act as both **experienced assistant GM and cultural ambassador**, elevating every touchpoint to reflect world\-class hospitality standards synonymous with elite private members’ clubs and five\-star environments. **The Role** The Member Experience Manager will own and continuously refine the end\-to\-end member journey, ensuring every interaction is intuitive, anticipatory, and executed to perfection. With a highly visible presence, this individual will build trusted relationships with members while leading a team to deliver consistently exceptional service. **Key Responsibilities** **Experience Leadership** * Define and deliver a best\-in\-class, ultra\-luxury member experience strategy * Curate a seamless, personalized journey across all physical and digital touchpoints * Act as the guardian of service excellence, ensuring consistency and attention to detail **Service Culture \& Team Leadership** * Inspire, mentor, and develop a high\-performing, service\-led team * Instill a culture of anticipatory service, precision, and pride in delivery * Lead by example with a strong floor presence and hands\-on approach **Operational Integration** * Collaborate closely with fitness, wellness, spa, and family teams to ensure a unified experience * Oversee the consistency of service standards across all departments * Ensure the environment reflects impeccable luxury standards at all times **Experience Enhancement \& Innovation** * Continuously identify opportunities to elevate and differentiate the member experience * Introduce thoughtful, personalised touches and memorable moments * Leverage member insights and feedback to refine service delivery **Service Recovery \& Discretion** * Manage sensitive member matters with professionalism, empathy, and absolute confidentiality * Resolve issues swiftly, transforming challenges into loyalty\-building opportunities **Performance \& Insight** * Monitor key metrics including retention, engagement, and member satisfaction * Utilise NPS insights to drive continuous improvement **Candidate Profile** The ideal candidate will bring a refined understanding of ultra\-luxury service, with a proven track record of managing discerning clientele in high\-touch environments. **Experience \& Background** * Proven experience within ultra\-luxury hospitality, private members’ clubs, or premium wellness environments * Demonstrated success in delivering exceptional, personalised customer/member experiences * Experience managing and developing front\-facing service teams **Personal Attributes** * Naturally polished, articulate, and highly personable * Exceptional emotional intelligence with the ability to anticipate unspoken needs * Impeccable attention to detail and commitment to excellence * Discreet, professional, and confident managing high\-profile individuals * A hands\-on leader with a visible and engaging presence **Success Profile** * Builds deep, trusted relationships with members * Elevates service delivery beyond expectation, consistently and intuitively * Creates a strong emotional connection between members and brand * Drives best\-in\-class retention and engagement among a discerning membership base * Establishes the club as a benchmark for ultra\-luxury wellness experiences Job Types: Full\-time, Contract, Permanent Contract length: 24 months Pay: From KD800\.000 per month Work Location: In person