Experience Design Manager YOSH HOSPITALITY LLC OPC

Madar_39 is a curated space in Abu Dhabi where creative entrepreneurs grow ideas into thriving businesses. From a shared workspace open to the public, to studios and beyond, we provide the facilities, support, and encouragement network that help Members build, scale, contribute, and eventually move beyond our space, carrying Madar_39’s ethos of creative responsibility to the world.

Role Summary

M-39 is seeking a dynamic and people-centered Experience Design Manager to shape the physical and digital experience of everyone who interacts with our space, including members, tenants, staff, visitors, partners, and collaborators.

This role ensures that M-39’s environment, systems, and services come together to deliver an exceptional, intuitive, and inspiring experience that reflects our creative, community-driven culture. It blends hospitality, user experience design, spatial experience management, and digital transformation, while also overseeing facilities, leasing administration, procurement processes, and vendor relationships.

Every touchpoint from the welcome at the door to the booking of a space should reflect Madar_39’s values of imagination, connection, and care.

Key Responsibilities

1) Guest and Member Experience

• Act as the lead custodian of the Madar_39 experience, ensuring all physical and digital touchpoints are welcoming, intuitive, and aligned with Madar_39’s identity.

• Design and uphold high standards of hospitality and service across the space.

• Collaborate closely with the Community Engagement Lead to ensure seamless coordination between front-of-house delivery and back-of-house systems.

• Work with the Communications & Marketing Manager on spatial usability, functional experience, and day-to-day operational flow.

• Collect and act on feedback from members, tenants, and visitors to continuously improve experience quality.

2) Leasing and Tenant Relations

• Manage leasing administration, including documentation, Tawtheeq registrations, contract processing, and coordination with internal teams.

• Liaise with Finance and Legal teams to ensure proper invoicing, contract compliance, and revenue tracking.

• Coordinate with landlord FM and shell & core teams for fit-out approvals, drawings, and modifications.

• Ensure tenants receive timely support for space- and facility-related needs.

• Provide oversight and mentorship to the Administration Officer in executing leasing and back-office processes.

3) Facilities and Space Management

• Oversee outsourced providers (cleaning, security, maintenance, and HSE) to ensure spaces are safe, functional, and inspiring.

• Manage HSE compliance through third-party specialists, ensuring alignment with local regulations and best practices.

• Supervise building access, CCTV systems, and emergency protocols.

• Monitor building systems efficiency and utilities consumption with third-party FM teams to identify cost-saving opportunities.

• Liaise with the landlord’s facilities management team to resolve issues promptly.

• Develop and monitor preventive maintenance plans, service schedules, and vendor performance.

• Maintain inventory and oversee office supplies (stationery, pantry items, consumables) and coordinate replenishments as needed.

4) Digital Experience and Transformation

• Lead digital transformation initiatives to improve the member and tenant journey (ERP systems, booking platforms, digital forms, tenancy contracts, and maintenance request workflows).

• Serve as the strategic owner of digital user experience (not technical IT support), ensuring platforms are intuitive and aligned with service design goals.

• Coordinate with IT vendors and digital specialists to ensure secure and user-friendly systems.

• Liaise with IT teams to ensure reliable Wi-Fi, network security, community access, and rapid response to IT-related emergencies.

• Identify and implement new tools that improve accessibility, efficiency, and member experience.

• Oversee documentation, onboarding materials, and digital workflows related to space and experience management.

5) Vendor and Budget Management

• Manage relationships with facilities and digital service providers to ensure high-quality performance and value for money.

• Partner with Procurement and Finance on sourcing, contracting, renewals, and OPEX tracking.

• Recommend improvements in cost-saving, sustainability, process optimization, and service quality.

6) Flexibility and Collaboration

• Support cross-functional initiatives and organizational improvements in a fast-paced, start-up-like environment.

• Work collaboratively with all teams to deliver a memorable and human-centered experience.

• Adapt to evolving needs with initiative and a solution-oriented mindset.

Skills and Competencies

Experience & Hospitality

• Strong interpersonal and communication skills with a natural sense of hospitality.

• Demonstrated ability to design and manage member and tenant experiences at a high standard.

Facilities & Leasing

• Strong administrative leasing skills, including documentation, compliance, Tawtheeq

coordination, and back-of-house process management.

• Adept in facilities oversight, vendor relations, procurement, and service quality assurance.

• Knowledge of HSE regulations and operational compliance requirements.

Digital Transformation

• Vision for digital transformation and service design, with the ability to map and improve

workflows and user journeys.

• Ability to coordinate with IT teams to ensure secure Wi-Fi, reliable network performance, and

rapid response to IT-related issues or emergencies (not technical IT support).

Education & Experience

• Bachelor’s degree in Hospitality management, Business Administration, Experience Design, or related field

• 5+ years’ experience in guest experience, facilities management, spatial experience, leasing administration, or similar roles (preferably in creative, cultural, coworking, or hospitality environments)

• Experience managing vendors and service providers

• Experience leading digital systems implementation or transformation (ERP, booking platforms, digital workflows)

• Fit-out/build-out coordination experience is a plus

• Certifications in HSE, facilities management, or procurement are preferred (not mandatory)