وصف الوظيفة
Role Overview
VIP Customer Relationship Supervisor at RISE Enterprise. This role leads and oversees the VIP Guest Relations team, ensuring guest information is handled, maintained, and updated to the highest standard, and that close, personal communication with VIP guests consistently inspires them to choose our brands for their most special moments.
Role Purpose
Guide the team's efforts—including guest loyalty and influencer relations—while coaching colleagues to deliver a consistently exceptional, brand-defining experience.
Key Responsibilities
Team Leadership & Coaching
- Lead, train, and supervise the VIP Customer Relationship team.
- Track team performance against guest retention and satisfaction KPIs, providing regular coaching, feedback, and performance reviews.
- Audit CRM data entry and guest and influencer records for accuracy and compliance with privacy standards, coaching the team on best practices.
Guest Relations & Communications
- Oversee the team's day-to-day communication with VIP guests, ensuring outreach remains warm, consistent, and personalised across both branches.
- Ensure guest profiles are accurately built, maintained, and kept up to date across all touchpoints.
- Set and monitor guest engagement plans around birthdays, anniversaries, and milestones, ensuring the team proactively encourages guests to celebrate with us.
Experience & Event Management
- Review and approve bespoke VIP experiences proposed by the team, liaising with culinary, service, and events leads to ensure flawless execution.
Influencer & Stakeholder Relations
- Oversee relationships with bloggers, influencers, and content creators, approving collaborations and ensuring all influencer engagements align with brand standards.
- Partner with the marketing team on VIP and influencer campaign planning, ensuring alignment with brand positioning and business objectives.
Escalations & Issue Resolution
- Handle escalated guest and influencer concerns, resolving sensitive situations with discretion and ensuring timely, satisfactory follow-up.
Loyalty & Retention Programs
- Design, implement, and evaluate loyalty programs and retention initiatives, reporting on their impact to senior management.
Qualifications & Experience
- Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field.
- 5+ years of experience in VIP relations, guest experience, or CRM.
- At least 1–2 years in a supervisory or team-lead capacity, preferably within luxury hospitality, fine dining, or high-end retail.
Skills & Competencies
- Strong leadership, coaching, and interpersonal skills.
- Fluency in English; Arabic is a strong advantage.
- Polished and discreet demeanour befitting a luxury brand.
- Solid familiarity with the social media and influencer landscape.
- Proven ability to manage CRM systems and guest and influencer databases.
- Strong analytical and reporting skills.
- Sound judgement in handling confidential information and escalated guest situations.
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