Member Experience Operations Manager

About the Role

Arada's Formative platform integrates leading UAE wellness and lifestyle brands such as Wellfit, FitnGlam, FITCODE, and The Platform Studios. The Member Experience Operations Manager will be responsible for overseeing, implementing, and continuously enhancing the complete member journey across all associated clubs and brands. This role aims to ensure that defined Member Experience standards are consistently embedded in daily club operations, creating a superior and standardized experience for all members. It involves close collaboration with Member Experience Managers and club teams to bridge strategic planning with execution, ensuring that all initiatives, tools, and service benchmarks are embraced, measured, and improved on an ongoing basis.

Key Responsibilities

• Lead the introduction and application of Member Experience frameworks across all brands and clubs.
• Guarantee comprehensive adherence to the established member journey at every club.
• Collaborate with Member Experience Managers to integrate standards into routine club activities.
• Maintain uniform member service quality across multiple brands and locations.
• Manage and execute the Member Experience audit program, including quarterly club visits focusing on performance reviews.
• Spot gaps, risks, and opportunities, ensuring effective implementation of corrective measures.
• Monitor and report key Member Experience metrics across brands.
• Standardize onboarding procedures and promote best-in-class service delivery in all clubs.
• Design and provide training sessions aimed at enhancing service, engagement, and overall member experience.
• Encourage digital adoption by monitoring app usage and driving digital engagement at clubs.
• Facilitate feedback collection through metrics like NPS and satisfaction scores, ensuring actionable follow-up and continuous experience enhancements.
• Support the creation and rollout of new Member Experience strategies and projects.
• Act as the vital conduit between headquarters' strategy and frontline implementation.

Qualifications & Experience

• Bachelor's degree in Business, Exercise Science, Physical Education, Sports Management, or related disciplines.
• Female candidates only, due to role requirements involving ladies-only clubs.
• Certification in Education and Training is advantageous.
• Minimum of 5 years' experience in club and operations management within the industry.
• Experience in ladies-only club operations is a plus.
• Proven track record in delivering educational programs and courses.

Skills & Attributes

• Exceptional communication abilities.
• Strong leadership and people management skills.
• Physically fit, agile, with a professional demeanor.
• Effective team collaboration capabilities.
• Outstanding customer service expertise.