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Director of Member
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Aman:
At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, experiences and products which transform our guests’ perspectives and daily lives. To achieve our ambitions, we capitalise on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ‘Aman way of life’ - a mindset shared by our guests and employees which creates a lifelong sense of belonging driven by our values of:
Invest in individuality - fostering an environment where each person can push boundaries, take risks and challenge norms.
Nurture pathfinder spirit - exploring experiences, opportunities and locations which transform into new exciting ventures.
Act like owners - taking the charge, leading by example and an immense sense of pride in their work.
Celebrate communities - ensuring that every member of our community is looked after and nurtured in a compassionate, respectful and collaborative manner.
**Location**:
This position is located at our Corporate Office in Baar, Switzerland.
Overview:
This person will be required to be the front-facing relationship manager and liaison between back end and client, providing a luxury and personalised service. The position oversees the EMEA Aman Club member, residence owner and Amanjunkie (VIP guest) communities, executes the Aman Private Office (APO) benefits pillars and manages retention programmes. Proactively working with the portfolio of hotels, in addition to the Aman Club, this position will drive revenue to brand verticals via hotel bookings, F&B, spa and residences.
**Responsibilities**:
**Aman Club**:
- Support the implementation of the APO Strategic Plan
- Oversee business development activities for the APO service:
- Ongoing support of the Aman portal
- APO & Club processes
- Geographic and new market expansions
- Cultivation of the membership community, including upselling of wider Aman programs, initiatives, and experiences.
- Oversee the Aman Club fulfilment programmes.
- Create and distribute SOPs as needed for the APO to global hotels and resorts.
- Assist in the integration and ongoing management of CRM and wider operational systems.
- Create and manage a programme of deliverables and engaging partnerships for the APO benefit pillars.
- Work closely with ACR, HGS, Aman hotels and resorts, and dedicated on-property hosts to fulfil requests from the APO community.
- Manage APO benefit pillars, including travel arrangements, wellness programme offerings, and special experiences.
- Schedule regular deep-dive sessions with community members to understand their needs and usage of APO to inform future strategy and activity.
- Manage onboarding of Aman Club members, residence owners and relevant Amanjunkies to APO:
- Help define and support with the roll-out plan for onboardings.
- Manage and execute APO Introductions and Onboarding calls.
- Support the wider team with data and reporting, including:
- Budget tracking and reporting.
- Tracking bookings via APO.
- Review, maintain and update member profiles.
**Aman Residences**:
- Manage residence owner introductions to APO to encourage participation and engagement in the community.
- Deliver ongoing updates about the wider Aman brand and relevant company developments, special experiences and new hotel openings to the community of owners.
- Support with Aman Residence future project research and pipeline communications initiatives.
- Provide support for the team with monthly reporting to developers and internal stakeholders.
Qualifications:
- A minimum of four years’ experience in client relations, with luxury brand experience
- A graduate degree, or equivalent
- Exceptional fluent English - written and verbal
- Additional languages: French and/or Japanese preferred
- Excellent organisational skills
- Thrive in a fast-paced, entrepreneurial environment
- Superb communication skills effective across diverse audiences
- Sociable and amiable - ability to develop relationships quickly both internally and externally
- Microsoft Word, Excel and PowerPoint to an advanced level
