مشرف علاقات كبار العملاء

Job Summary: As VIP Customer Relationship Supervisor, you will lead and oversee 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. You will guide the team's efforts — including guest loyalty and influencer relations — while coaching your colleagues to deliver a consistently exceptional, brand-defining experience.

Responsibilities:

• Lead, train, and supervise the VIP Customer Relationship team, ensuring guest profiles are accurately built, maintained, and kept up to date across all touchpoints.
• Oversee the team's day-to-day communication with VIP guests, ensuring outreach remains warm, consistent, and personalised across both branches.
• Set and monitor guest engagement plans around birthdays, anniversaries, and milestones, ensuring the team proactively encourages guests to celebrate with us.
• Review and approve bespoke VIP experiences proposed by the team, liaising with culinary, service, and events leads to ensure flawless execution.
• Oversee relationships with bloggers, influencers, and content creators, approving collaborations and ensuring all influencer engagements align with brand standards.
• Handle escalated guest and influencer concerns, resolving sensitive situations with discretion and ensuring timely, satisfactory follow-up.
• Design, implement, and evaluate loyalty programs and retention initiatives, reporting on their impact to senior management.
• Audit CRM data entry and guest/influencer records for accuracy and compliance with privacy standards, coaching the team on best practices.
• Partner with the marketing team on VIP and influencer campaign planning, ensuring alignment with brand positioning and business objectives.
• Track team performance against guest retention and satisfaction KPIs, providing regular coaching, feedback, and performance reviews.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field, with 5+ years of experience in VIP relations, guest experience, or CRM, including at least 1-2 years in a supervisory or team-lead capacity, preferably within luxury hospitality, fine dining, or high-end retail.
• Strong leadership, coaching, and interpersonal skills, with fluency in English (Arabic is a strong advantage), a polished and discreet demeanour befitting a luxury brand, and solid familiarity with the social media and influencer landscape.
• Proven ability to manage CRM systems and guest/influencer databases, strong analytical and reporting skills, and sound judgement in handling confidential information and escalated guest situations.