Member Experience Lead – Learn to Swim

ESM - Events and Sports Management; Dubai; On-site; AED 60,000 - 90,000; Full time

Benefits offered by this job

Salary package

Annual flight allowance

Private medical insurance

End of service benefit

Lifestyle discounts

Job summary

Hamilton Aquatics is seeking a friendly Member Happiness Executive to support the Learn to Swim programme. You will act as a key contact for current and prospective members, delivering knowledgeable and professional assistance to create an outstanding customer experience.

You will engage with families, manage bookings, respond to enquiries across channels, and help with programme administration to ensure a smooth Learn to Swim journey.

Qualifications

• Customer-focused approach to support Learn to Swim members and families.
• Proactive communication across multiple channels (phone, email, chat, social).
• Strong organisational skills for booking, schedules, and data handling.

Responsibilities

• Respond to enquiries via phone, email, webchat, and social media.
• Manage calls from office phone and company mobile.
• Assist with booking processes and account creation.
• Communicate updates through WhatsApp, email, and phone.
• Coordinate lesson relocations or catch-up sessions and site closures.
• Process credit notes and refund requests.
• Follow up with prospective customers and confirm bookings.
• Track catch-up sessions and survey member happiness.
• Handle bookings changes, cancellations, and relocations.
• Take payments on poolside and via credit card.

Job description

Hamilton Aquatics is seeking a friendly Member Happiness Executive to support the Learn to Swim programme. You will act as a key contact for current and prospective members, delivering knowledgeable and professional assistance to create an outstanding customer experience.

You will engage with families, manage bookings, respond to enquiries across channels, and help with programme administration to ensure a smooth Learn to Swim journey.