Member Experience & Engagement Specialist

Hamiltonaquatics; Dubai; On-site; AED 30,000 - 40,000; Full time

Job summary

Hamilton Aquatics Dubai is seeking a friendly, proactive Member Happiness Executive to champion member engagement for the Learn to Swim programme. You will be the main contact for current and prospective members, delivering clear, knowledgeable service and ensuring an outstanding customer experience.

You will handle bookings, communications, and administrative tasks, including payments, refunds, and data privacy.

Responsibilities

• Respond promptly to enquiries via phone, email, webchat, and social media platforms.
• Manage calls from both the office phone and company mobile.
• Assist with the booking processes and account creation.
• Communicate important updates through WhatsApp, email, and phone.
• Assist in operational continuity by organising and communicating lesson relocations or catch-up sessions in the event of site closures.
• Process and follow up credit notes and refund requests.
• Follow up with potential customers who have not yet confirmed.
• Follow up assessments to ensure bookings are maximised.
• Handle central communications to provide updates to swimmers and parents and ensure timely responses.
• Act as the point of contact for members regarding booking changes, cancellations, and relocations.
• Be the point of contact for bookings on poolside, taking payments as necessary through credit card transactions.
• Track and assist members with catch-up sessions.
• Collect and survey parents on member happiness.

Job description

Hamilton Aquatics Dubai is seeking a friendly, proactive Member Happiness Executive to champion member engagement for the Learn to Swim programme. You will be the main contact for current and prospective members, delivering clear, knowledgeable service and ensuring an outstanding customer experience.

You will handle bookings, communications, and administrative tasks, including payments, refunds, and data privacy.