Member Experience Lead – Premium Fitness & Wellness

Arada; Abu Dhabi; On-site; AED 90,000 - 150,000; Full time

Job summary

Arada is seeking a dedicated Customer Experience Lead to join our FitnGlam team in the UAE. You will guide the member journey, foster engagement and ensure exceptional service across all touchpoints.

You'll build relationships with members, manage service desk operations and drive retention initiatives while collaborating with club teams on events and partnerships. A passion for premium service and a proactive mindset are essential.

Qualifications

• 5+ years of customer service experience, including customer-facing experience in the fitness industry.
• Experience in a premium or luxury service environment.
• Strong communication, organisation and multitasking skills.
• A member-first mindset, confidence with technology and a positive, proactive approach.

Responsibilities

• Lead the member journey, from welcoming new joiners to building long-term engagement and retention.
• Build strong member relationships through personalised communication, regular check-ins and proactive support.
• Manage service desk operations and membership collections, delivering exceptional service and meeting business targets.
• Use member feedback and satisfaction scores to improve the club experience.
• Drive retention initiatives and recommend programmes and services that support members' fitness goals.
• Collaborate with club teams on events, partnerships and facilities to create a welcoming, connected FitnGlam community.

Skills

Customer service experience

Communication skills

Organisational skills

Multitasking

Tech-savvy

Member-first mindset

Job description

Arada is seeking a dedicated Customer Experience Lead to join our FitnGlam team in the UAE. You will guide the member journey, foster engagement and ensure exceptional service across all touchpoints.

You'll build relationships with members, manage service desk operations and drive retention initiatives while collaborating with club teams on events and partnerships. A passion for premium service and a proactive mindset are essential.