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Guest Experience Manager

Department: Unassigned Department
Location: New York, NY


Functions as the Brand Center experience leader in terms of training, coaching, and reinforcing learning and performance throughout the space. Responsible for ensuring all guests and staff have an exceptional experience. Focuses on ensuring that the guest experience is lived and executed daily by every staff member and that the guest experiences that culture daily. Focuses on daily coaching and reinforcement of the team, and responsible for ensuring that all elements are executed by the team seamlessly. Responsible for overseeing training and on-boarding for all employees.


  • Bachelor’s degree required. Higher level of education is preferred
  • 5+ years of experience in a teaching, coaching or training position – knowledge and understanding of the luxury consumer and expectations is required, yet luxury industry experience is not.
  • Proven track record of building a team, hands on leadership experience
  • In-depth understanding of the global luxury marketplace and luxury client in New York City and beyond
  • Demonstrate the ability to communicate, show adaptability, excellent product knowledge and philosophy of the brand will be mandatory.
  • Ability to present information to a variety of audiences through excellent presentation skills and public speaking skills and inspire those learning to do the same.
  • Encourage purpose and a focus on every team members’ “why”
  • Ability to inspire team members to hold themselves accountable for skills and results
  • Excellent ability to create a safe environment for feedback and mistakes.
  • Ability to teach individuals how to recover from their mistakes and learn to improve.
  • Excellent organization skills and the ability to plan yearly training and multi task is required.
  • In depth understanding of how to coach individuals and teams to further their own development and provide an exceptional experience to guests.
  • Ability to coach to improve mastery of skills.
  • Maintains a growth mindset and has the ability to inspire others to have a growth mindset.
  • Solid understanding of how learning takes place, and how to quickly drive comprehension and skill.
  • Ability to work in a team, to show flexibility, courteous manners and project a positive attitude is required.
  • Excellent understanding of coaching best practices in a formal setting and informal, in the moment sessions.
  • Mastery in providing feedback and desire to receive feedback to improve personal growth and development.
  • Ability to earn and maintain mutual trust across a large team.

Working Conditions

  • Frequently standing up or moving within and outside of the facility safely and efficiently.
  • Must be able to move about assigned venue safely, and with ease
  • Carrying or lifting items weighing up to 30 pounds.
  • Ability to climb stairs as necessary, and regularly drive a motor vehicle
  • Bending, stooping, kneeling
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Core Role Activities

  • Set strategic objectives for Guest Experience team
  • Lead, develop, and motivate a team of curators
  • Structure, manage, and develop business strategies.
  • Responsible for achieving and/or exceeding the objectives
  • Accountable for near- and long-term performance
  • Responsible for P&L, budgeting and forecasting team development, recruitment and leadership
  • Motivate a high performing team in a fast-paced, digital environment to exceed targets and maximize events
  • Maximize guest, owner and member relationships to maintain and grow luxury client base
  • Analyze trends to drive team focus and create compelling benefits programs for high net- worth guests, owners and members
  • Collaborate with Marketing Manager to maintain database and prevent lapsed guests, owners and members
  • Maintain strong communications, ensuring a deep connection to the marketplace, consumers and fashion/influencer community
  • Builds informal and formal relationship networks, inside and outside of the organization.
  • Attracts people to the venue and selects the best talent to meet current and future business needs.
  • Anticipates and balances the needs of multiple stakeholders.
  • Understands internal and external stakeholder requirements, expectations, and needs.
  • Considers cultural and ethical factors in the decision-making process.
  • Acts fairly within conflicting demands of stakeholders.
  • Adapts approach and demeanor in real-time to match the shifting demands of different situations
  • Picks up on situational cues and adjusts
  • Understands when circumstances and situations may call for different approaches.
  • Readily adapts personal, interpersonal, and leadership behavior.
  • Looks at the broadest view of an issue; thinks in global terms
  • Understands the impact of global trends on business results
  • Keeps up with current and possible future policies, practices, and trends (internally, with the competition, and in the marketplace)
  • Focusing on product knowledge and comprehension of the team using emotional intelligence skills to apply and practice daily
  • Establishing a safe environment and internal culture built on mutual trust and feedback
  • Coordinating a team of growth mindset individuals – those who believe that they have the ability to grow and personally develop
  • Educating the team on the guest experience including values, credo and standards and processes to build skill daily.
  • Educating the team on setting goals and action plans per week with accountable measures that they create themselves to feel purpose and develop individually daily
  • Conducting formal coaching sessions per team member to review goals, results, guest interactions, and skill-building opportunities
  • Promoting a practice-focused team who believes they are elite mental athletes who can always improve.
  • Conducting training programs and train-the-trainer sessions weekly that will boost employee's performance in alliance with the guest experience.
  • Guaranteeing the achievement of service excellence and exceptional guest experience by improving individual performance and empowering individuals to apply skills
  • Ensuring that the highest level of service and experience is delivered with a focus on a humanistic, personalize approach
  • Collaborating with Jackson Dawson HQ Training and Education to ensure all information from client is translated and implemented locally and in line with standards
  • Coordinate and provide all on-boarding, education and coaching for all newly hired employees following the guest experience and Brand Center guidelines
  • Adapting to different level of understanding and ability of participants by identifying and evaluating strengths and opportunities and deal with challenging situations with a positive and solution-oriented approach
  • Developing or overseeing the production of all instructional materials, aids and manuals for local needs
  • Assessing coaching and training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior and periodically evaluate ongoing programs to ensure they reflect local specificities
  • Following-up on guest experience survey results and support the service evaluation and improvement needed
  • Staying abreast of the new trends and tools in employee development and competitors
  • Measuring the health of the team by observation, active listening, and assessments.
  • Empowering the team to the level where they become intimately aware of their performance, utilize coaching feedback received, and can make overcome challenges without help.
  • Creating independent team members who understand the importance of daily metric tracking, daily practice, personal assessment of emotional intelligence and product knowledge performance, and coaching

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