Chief Retention & Loyalty Architect

GymNation; Dubai; On-site; AED 600,000 - 1,000,000; Full time

Benefits offered by this job

Relocation support

LTIP

Great Place to Work certification

Competitive salary & benefits

Job summary

GymNation seeks a world-class Head of Member Retention & Loyalty to own churn, tenure and lifetime value end-to-end. You will unite behavioural science, technology and creativity into one retention system, leveraging AI and automation across the business.

We offer a best-in-industry tech stack and established data and CRM teams to turn your ideas into action, with a direct influence on strategy and rapid impact across our fast-growing regions.

Qualifications

• 5+ years in retention, loyalty, lifecycle marketing, CRM or customer experience, with at least 3 years leading or building a function.
• Experience designing and launching a loyalty programme, gamification system or major lifecycle journey end-to-end.
• Product-minded, with experience shipping features or journeys inside a mobile app alongside product and engineering teams.
• Multi-product or add-on subscription experience is a strong advantage.
• Experience with data-driven retention strategies and AI-enabled customer journeys.

Responsibilities

• Own the retention strategy and be accountable for member churn, average length of stay and lifetime value across the business.
• Specify and sign off a single agreed view of retention performance - cohort curves, survival analysis, and voluntary versus involuntary churn.
• Diagnose why and when members leave, by segment, tenure, price point, joining channel, gym and market.
• Prioritise the levers by value at stake, and kill the ones that don't move the number.
• Own the multi-year roadmap that takes retention from a reporting line to a structural competitive advantage.

Skills

Retention & Loyalty

CRM

Behavioural science

Data analysis

Product mindset

Tools

A/B testing tools

AI tools

Mobile app development

Analytics stack

Job description

GymNation seeks a world-class Head of Member Retention & Loyalty to own churn, tenure and lifetime value end-to-end. You will unite behavioural science, technology and creativity into one retention system, leveraging AI and automation across the business.

We offer a best-in-industry tech stack and established data and CRM teams to turn your ideas into action, with a direct influence on strategy and rapid impact across our fast-growing regions.