Job Family: Administration

Business Line: Property Operations

Division: Yacht Club Operations

Department: Yacht Club Management

Dept. Unit: Sindalah Island, Kingdom of Saudi Arabia

 

 

About the location:

 

Sindalah Island, located 5km off the northwest coast of the Kingdom of Saudi Arabia, is an integral part of the NEOM master plan project. This captivating island is set to become a premier destination for yachting enthusiasts worldwide, boasting exceptional features and a breathtaking natural environment. With an 86 berth marina and 74 mooring buoys catering to yachts ranging from 20 meters to an impressive 180 meters in length, visitors will enjoy unparalleled service from a team of world-class professionals and top-notch facilities.

 

Visitors to Sindalah will be treated to an extraordinary luxury island experience. The island will be adorned with high-end premium hotels such as the renowned Four Seasons and the exquisite Ultra Luxury Collection by Marriott. These establishments will provide unparalleled comfort and hospitality, ensuring a memorable stay for discerning travelers. Additionally, Sindalah will offer groundbreaking retail options, showcasing the latest in fashion, design, and technology. Culinary enthusiasts will delight in the presence of Michelin-starred chefs, who will create exceptional dining experiences that tantalize the taste buds. And for those seeking recreation, an exotic golf course will be available, allowing guests to indulge in the sport amidst stunning surroundings.

 

Sindalah Island is poised to become one of the world's most captivating and vibrant yachting destinations, boasting its strategic location, outstanding amenities, and awe-inspiring natural beauty. With a commitment to providing an unforgettable experience, Sindalah promises to be a haven for those seeking luxury, adventure, and serenity.

 

Summary:

 

The Membership Manager is responsible for providing exceptional customer service and ensuring a world-class experience for high-end clientele. This role involves developing, coordinating, and implementing yacht club memberships, inline with Sindalah strategy. Planning, organizing and executing events and activities for the yacht club, marina and sailing school. You will be based in the yacht club and therefore, the first point of contact for the yacht club operational team (non F&B),  assisting and resolving customer inquiries, managing and maintaining client relationships, and coordinating with various internal departments to deliver personalized service and meet customer expectations.

 

Essential Duties and Responsibilities include the following (other duties may be assigned):

 

• Membership: Plan, develop, execute and manage the yacht club membership. Negotiate with the other on island operators to enhance membership packages to achieve KPI membership numbers.

• Annual Membership – Maintain/update membership date base as well as develop and implement strategies to attract new members.

• Affiliations with other worldwide iconic yacht Clubs: build relationships with iconic, complementing yachts clubs across the globe. Develop and implement affiliations with yacht clubs to enhance the Sindalah yacht club profile and appeal.

• Events and Activities: Plan a yearly events and activity program calendar, in line with Sindalah Island strategy and other operator events, for Sindalah Marina and Yacht Club. Events to include sailing regattas, nautical events, shows, member parties, symposiums, industry events, etc. 

• Concierge Service: support the marina and yacht club concierge services, building relationships with on and off island operators (Hotels, F&B, Gold Club, Water Sports etc.) and logistics. 

• Customer Service Excellence: Deliver exceptional customer service by promptly responding to inquiries, providing product knowledge, and addressing customer concerns with utmost professionalism and empathy. Ensure customer satisfaction and loyalty by going above and beyond to exceed expectations.

• Relationship Management: Build and maintain strong relationships with high-net-worth individuals, VIP clients, and key stakeholders. Serve as their primary point of contact, understanding their preferences, anticipating their needs, and offering personalized solutions to enhance their overall experience. Assisting and coordinating with events and working closely with the marina team

• Issue Resolution: Proactively identify and resolve customer issues, concerns, or complaints in a timely and efficient manner. Collaborate with cross-functional teams to provide effective solutions, demonstrating problem-solving skills and a commitment to customer satisfaction.

• Product Expertise: Develop a comprehensive understanding of the company's services, and offerings. Stay updated on industry trends, competitor activities, and market demands to provide informed recommendations and ensure an elevated customer experience.

• Customer Retention: Implement strategies to foster customer loyalty and retention. Identify opportunities for upselling and cross-selling by understanding customer preferences and suggesting relevant products or services that align with their needs and desires.

• Escalation Management: Handle escalated customer issues, involving senior management or specialized departments when necessary. Maintain composure in high-pressure situations and act as a liaison between customers and internal teams to resolve complex issues promptly.

• Process Improvement: Continuously assess and enhance customer service processes, workflows, and systems to streamline operations and maximize efficiency. Provide insights and recommendations for improvements based on customer feedback and industry best practices.

• Brand Ambassadorship: Exemplify the brand's luxury values and image, embodying professionalism, elegance, and sophistication in all customer interactions. Represent the company at luxury events, engage in networking opportunities, and contribute to the brand's reputation.

• Other reasonable duties and tasks as directed by the Yacht Club Manager  

 

Qualifications:

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable

accommodations may be made to enable individuals with disabilities to perform essential functions.

 

Education/Experience:

 

• A can-do attitude with the ability to work on own initiative and work as part of team. 

• Bachelor's degree or similar in Event Management, Marketing or Business Administration, Hospitality, or a related field (preferred).

• Proven experience in luxury customer service or high-end hospitality roles managing memberships and organizing events.

• Exceptional communication and interpersonal skills, with the ability to engage with affluent customers effectively.

• Strong problem-solving abilities and the capacity to handle challenging situations with poise and professionalism.

• Proficiency in handling customer relationship management (CRM) systems and other customer service tools

• In-depth knowledge of luxury market trends, products, and services

• Ability to work in a fast-paced environment and manage multiple priorities.

• Attention to detail, with a focus on delivering a personalized and memorable customer experience.

• Fluent proficiency in multiple languages (desirable)

• Flexibility to work weekends, evenings, and holidays as needed to meet customer demands.

 

Work Environment:

​

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this Job, the employee is regularly exposed to outdoor weather conditions. The employee is frequently exposed to work near moving mechanical parts.  The employee may work near or around toxic or caustic chemicals while wearing proper personal protection equipment and following strict company safety standards. The employee is occasionally exposed to risk of electrical shock.

 

The noise level in the work environment is usually moderate.

 

Physical Demands:

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and smell.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.