Member Experience Manager

Remote DXB; Sharjah; On-site; AED 180,000 - 260,000; Full time

Job summary

Wellfit in the UAE is seeking a proactive leader to head the member experience team for its upcoming mega-clubs in Dubai and Sharjah. You will design onboarding, retention, and engagement programs to ensure a consistently welcoming club experience for every member.

As the leader, you will manage escalations, monitor satisfaction scores, and coach frontline staff to meet service standards in a fast-paced pre-opening environment across premium fitness facilities.

Qualifications

• Prior experience managing a member-facing or guest-facing team in fitness, hospitality, or premium retail.
• Strong leadership and people-management skills.
• Excellent verbal and written communication in English
• Problem-solving mindset with a passion for customer service
• Ability to work in a fast-paced pre-opening environment

Responsibilities

• Lead the member experience team to deliver a consistently welcoming, high-quality club experience
• Design and implement member onboarding, retention, and engagement programs
• Handle escalated member queries and resolve issues promptly and professionally
• Monitor member satisfaction scores and implement service improvements
• Train and coach front-line member experience staff on service standards

Skills

Leadership

People management

English communication

Problem-solving

Customer service mindset

Job description

Responsibilities

• Lead the member experience team to deliver a consistently welcoming, high-quality club experience
• Design and implement member onboarding, retention, and engagement programs
• Handle escalated member queries and resolve issues promptly and professionally
• Monitor member satisfaction scores and implement service improvements
• Train and coach front-line member experience staff on service standards

Requirements

• Prior experience managing a member-facing or guest-facing team in fitness, hospitality, or premium retail
• Strong leadership and people-management skills
• Excellent verbal and written communication in English
• Problem-solving mindset with a passion for customer service
• Ability to work in a fast-paced pre-opening environment

About the Company

Wellfit is the UAE's fastest-growing fitness and wellness brand, building large, multi-sport "mega-clubs" across Dubai and Sharjah. Backed by UAE master developer Arada, Wellfit combines strength and conditioning, group fitness, personal training, and recovery amenities under one roof.