Member Experience Operations Manager

PURPOSE OF THE ROLE: Formative is Arada's integrated health, fitness, and wellness platform, bringing together some of the UAE's leading lifestyle and wellness brands under one ecosystem. The portfolio includes Wellfit, FitnGlam, FITCODE and The Platform Studios The Member Experience Operations Manager is responsible for the implementation, consistency, and continuous improvement of the end-to-end member journey across all brands and clubs within the group. This role ensures that defined Member Experience (ME) standards are effectively embedded into daily operations, delivering a best-in-class, consistent experience for all members. Working closely with Member Experience Managers (MEMs) and club teams, the role bridges strategy and execution — ensuring that all initiatives, tools, and service standards are adopted, measured, and continuously optimized. KEY RESPONSIBILITIES Member Journey Implementation & Standards • Oversee the rollout and execution of all Member Experience frameworks across all brands • Ensure full adoption of the defined member journey across every club • Work closely with MEMs to embed standards into day-to-day operations • Maintain consistency of experience across multiple brands and locations Auditing & Performance Management • Lead and manage the Member Experience audit programme across all clubs • Conduct structured quarterly visits to each club to review ME performance • Identify gaps, risks, and opportunities, and ensure action plans are implemented • Track and report on key ME performance metrics across brands Onboarding & Service Excellence • Drive and standardise member onboarding processes across all clubs • Ensure delivery of best-in-class customer service standards • Develop and deliver training to club teams on service, engagement, and experience • Support teams in elevating the overall member journey at every touchpoint Digital Adoption & App Engagement • Monitor and drive member app adoption and usage across all brands • Ensure clubs are actively supporting digital engagement (app features, bookings, usage) • Work with teams to improve conversion rates and overall digital experience Feedback & Continuous Improvement • Oversee collection and performance of member feedback metrics (e.g. NPS, satisfaction) • Ensure feedback is actioned effectively at both club and brand level • Identify trends and implement improvements to enhance the member experience Strategy Support & Execution • Contribute to the development of new Member Experience strategies and initiatives • Lead the implementation of new projects and improvements across clubs • Act as a key link between central strategy and on-the-ground execution QUALIFICATION • Bachelor's degree in business, exercise science, physical education, sports management or related field. • Must be Female (as the role will require visiting ladies only clubs) • Education and Training certification a positive. EXPERIENCE • At least 5+ years working in the Industry at both Club and Operations. • Ladies only operations a positive. • Has delivered educational programs and courses. SKILLS • Excellent communication skills. • Outstanding people and leadership skills. • Physically fit, strong, agile, and professional appearance and behavior. • Excellent team working skills • Excellent customer service skills Show more Show less

Bachelor's degree in business, exercise science, physical education, sports management or related field. Must be Female (as the role will require visiting ladies only clubs). Education and Training certification a positive.

Member Journey Implementation & Standards: Oversee the rollout and execution of all Member Experience frameworks across all brands; Ensure full adoption of the defined member journey across every club; Work closely with MEMs to embed standards into day-to-day operations; Maintain consistency of experience across multiple brands and locations. Auditing & Performance Management: Lead and manage the Member Experience audit programme across all clubs; Conduct structured quarterly visits to each club to review ME performance; Identify gaps, risks, and opportunities, and ensure action plans are implemented; Track and report on key ME performance metrics across brands. Onboarding & Service Excellence: Drive and standardise member onboarding processes across all clubs; Ensure delivery of best-in-class customer service standards; Develop and deliver training to club teams on service, engagement, and experience; Support teams in elevating the overall member journey at every touchpoint. Digital Adoption & App Engagement: Monitor and drive member app adoption and usage across all brands; Ensure clubs are actively supporting digital engagement (app features, bookings, usage); Work with teams to improve conversion rates and overall digital experience. Feedback & Continuous Improvement: Oversee collection and performance of member feedback metrics (e.g. NPS, satisfaction); Ensure feedback is actioned effectively at both club and brand level; Identify trends and implement improvements to enhance the member experience. Strategy Support & Execution: Contribute to the development of new Member Experience strategies and initiatives; Lead the implementation of new projects and improvements across clubs; Act as a key link between central strategy and on-the-ground execution.