Customer Experience Manager

Company Description:

Our client is the premier mobile personal training company in the UAE, known for transforming lives through their unique approach to fitness, nutrition, and accountability. Our clients team of 55 professional coaches has helped over 1,000 clients achieve physical, emotional, and mental well-being. Our clients mission is to become the world's leading personal fitness company.

We are looking for a Customer Experience/Retention Manager. This role is ideal for someone passionate about fitness, customer success, and delivering world-class experiences through meaningful client interactions.

What You'll Do:

As a Customer Experience/Retention Manager, you'll play a crucial role in delivering exceptional service through multiple touchpoints including in-person interactions, phone calls, WhatsApp messages, personalized video messages, and Zoom meetings. You'll ensure that clients feel fully supported throughout their fitness journey, focusing on increasing lifetime value (LTV), reducing churn, and providing an extraordinary client experience.

Your Key Responsibilities:

• Client Onboarding: Welcome new clients and guide them through a seamless onboarding process, ensuring they feel excited and confident about their fitness journey with PTD Fitness.
• Customer Journey Management: Design and manage personalized six-month journeys for clients, incorporating regular check-ins, goal-setting, and tailored fitness advice.
• Multiple Touchpoints for Engagement: Engage with clients using a variety of methods, ensuring they feel valued and supported at all stages of their journey.
• Build Strong Relationships: Develop meaningful, long-lasting relationships by understanding each clients fitness and lifestyle goals, offering tailored advice on fitness, nutrition, and biohacking.
• Retention & Referrals: Implement strategies to keep clients engaged, reduce churn, and encourage referrals by building trust and delivering exceptional client experiences.
• Health Metrics & Progress: Monitor client progress through health metrics and regular feedback, ensuring they stay on track toward their goals.
• Trainer Collaboration: Work closely with trainers to adjust client programs based on progress and client needs.
• Client Feedback & Satisfaction: Measure and improve client satisfaction using score-based feedback tools and actionable insights. Use client journey insights to enhance retention and client experience.
• Proactive Churn Management & Data Analysis: Analyze client data to identify churn risks, ensuring ongoing engagement and satisfaction to extend client lifetime value (LTV).
  
  
  

Requirements:

• More than 5 years of experience in delivering exceptional customer experiences, driving satisfaction, and fostering strong client relationships.
• English fluency is required.
• You are passionate about fitness, wellness, and helping clients achieve their health and fitness goals.
• You thrive in a client-focused, fast-paced environment, where every day brings a new challenge and an opportunity to make a difference.
• You have strong interpersonal skills and know how to build trust and rapport with clients both in-person and through digital touchpoints (WhatsApp, phone, video, Zoom).
• You're a proactive problem-solver who can identify issues before they become problems and handle them with empathy and efficiency.
• You have experience managing a customer journey, with measurable success in increasing client LTV and reducing churn.
• You are organized, responsive, and always strive to over-deliver on client expectations.
• You thrive both working independently and as part of a team, taking direction when needed but also stepping up to lead when necessary.
• You're tech-savvy and eager to learn more about biohacking, optimizing health, and using CRM systems to improve client experiences