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About the Role
New York Pilates is seeking an exceptional Member Experience & Growth Manager to own the entire member journey from first inquiry to long-term membership. This role requires a blend of growth strategy and operational expertise, utilizing data, technology, and exceptional service to foster long-term member engagement.
Responsibilities
- Oversee member acquisition, onboarding, customer support, retention, referrals, and reactivation.
- Build scalable systems to improve both customer experience and business performance.
- Build CRM automations.
- Improve support operations.
- Analyze retention trends.
- Launch lifecycle campaigns.
- Partner across departments to improve the member journey.
Requirements
- 5+ years of experience in customer experience, CRM, customer success, membership, or subscription businesses.
- Owned the customer journey from acquisition through retention and reactivation.
- Experience managing customer support operations, ticketing systems, and customer communications.
- Understanding of customer support best practices, including SLA management, ticket prioritization, quality assurance, and escalation management.
- Experience using automation and technology to improve efficiency without sacrificing a premium customer experience.
- Successfully improved customer retention, engagement, or lifetime value.
- Highly analytical and enjoys making decisions based on data.
- Experience in fitness, wellness, hospitality, retail, or another customer-centric industry is a strong plus.
Skills
- CRM
- Customer Success
- Membership
- Subscription businesses
- Customer support operations
- Ticketing systems
- Customer communications
- SLA management
- Ticket prioritization
- Quality assurance
- Escalation management
- Automation
- Data analysis
- KPIs
- Business performance metrics
Location
- New York
Work Type
- Full-time
Experience Level
- 5+ years
Salary/Compensations
- $110,000–$130,000 total compensation (base + bonus)
Benefits
- Medical, dental, and vision insurance
- Paid time off
- 401(k)
- Complimentary New York Pilates membership
- Employee merchandise discounts
About the Company
- At New York Pilates, our members are at the center of everything we do.
- Shaping one of the fastest-growing boutique brands in the country.