Customer Relationship Manager

*** CV WITH A PHOTO IS REQUIRED WHEN APPLYING FOR THIS ROLE ***

Job Title: VIP Customer Relationship Manager

Location: Laysen Valley and Via Riyadh

Starting salary: SAR 5,000 plus room and transportation OR SAR 7,000 full package / live out

Job Summary: As VIP Customer Relationship Manager, you will be the guardian of the brand's most valued relationships. You will handle, maintain, and update guest information, and keep in close, personal communication with VIP guests so they choose us to celebrate their most special moments — turning every visit into a lasting bond of loyalty. The role also includes managing relationships with bloggers and influencers, ensuring their experience and engagement with the brand reflect the brand's luxury identity.

Key Responsibilities:

• Build, maintain, and continuously update a detailed database of VIP guest profiles, capturing preferences, milestones, special occasions, and dining history.
• Serve as the primary point of contact for VIP guests, maintaining warm, consistent, and personalised communication before and after their visits.
• Proactively reach out to VIP guests ahead of birthdays, anniversaries, and other significant milestones to encourage them to celebrate with us.
• Design and coordinate bespoke experiences for VIP guests, working closely with the culinary, service, and events teams to personalise each celebration.
• Manage relationships with bloggers, influencers, and content creators, coordinating visits, collaborations, and hosted experiences that align with the brand's image.
• Track guest and influencer satisfaction after each visit, following up personally to gather feedback and resolve any concerns promptly and discreetly.
• Develop and manage loyalty initiatives and personalised offers that reward repeat visits and strengthen long-term guest retention.
• Ensure all guest and influencer data is recorded, secured, and updated accurately in the CRM system in line with privacy standards.
• Collaborate with the marketing team to identify opportunities for tailored outreach, seasonal offers, exclusive VIP invitations, and influencer partnerships.
• Represent the brands with the highest standard of discretion, elegance, and hospitality in every guest and influencer interaction.

Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field, with 3+ years of experience in a VIP relations, guest experience, or CRM role, preferably within luxury hospitality, fine dining, or high-end retail.
• Excellent interpersonal and communication skills, with fluency in English and Arabic, a polished and discreet demeanour befitting a luxury brand, and familiarity with the social media and influencer landscape.
• Proficiency in CRM software and guest database management, strong organisational skills, and the ability to manage confidential guest information with the utmost professionalism.