Member Experience Executive - Dubai

Job Description

Fitness Industry Experience is Mandatory

Responsible for overall member retention by delivering the highest quality customer service by listening and responding to all members. Assists members with account maintenance and articulates an extensive knowledge of FitnGlam products and services. Anticipates member needs and interests and recommends programs, products and services appropriately. The Member Services Specialist helps maximize member retention by connecting each member to the right people, place and program.

KEY RESPONSIBILITIES

Ensuring Exceptional Member Service

• Greets and services members at the reception in a friendly and professional manner
• Responds attentively and promptly to member needs
• Initiates, develops and maintains positive relationships with all members and guests, knowing by name as many members as possible Answers and transfers phone calls in a timely and professional manner
• Anticipates member needs and interests and recommend programs, products and services appropriately.
• Schedules members accurately for programs and services accordingly
• Responds appropriately to questions and messages regarding member accounts
• Provide services that are above and beyond for customer satisfaction and retention

2. Member Retention

• Elevate the culture of service through outreach initiatives. Contact members via phone, email and in-club conversations, building relationships and engaging members within their areas of interest. All service conversations and appointments should be appropriately tracked in CSS
• Articulate extensive knowledge of FitnGlam Fitness programs, products, services, current club events, policies and procedures.
• Attend daily huddle

3. Managing the Member Experience

• Interacts with members and guest on a continuous basis to obtain feedback about their experience in the club; utilize feedback to recognize outstanding employee service performance and improve service delivery: emphasizes and holds leadership team accountable for addressing service failures or potential service failures and developing innovative ways to exceed member expectations.
• Aligns with other Fitness and Memberships team
• Serve as an expert on the FitnGlam Website, member portal and member booking services amongst others

4. Managing the Retail Shop 5.

Responsibilities of All Positions FitnGlam

• Supports and articulates the FitnGlam mission statement
• Adheres to company policies and procedures
• Ensures cleanliness of the club:
• Sight to ensure club is neat and orderly
• Sound to ensure music/sound levels are appropriate
• Touch to ensure floors, countertops, etc are clean and dry
• Smell to ensure the club is fresh and odor free
• Attends department meetings 6. Customer Service
• Demonstrates positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers.

Job Type: Full-time

Pay: Up to AED5,000.00 per month

Ability to commute/relocate:

• Sharjah: Reliably commute or planning to relocate before starting work (Preferred)