Member Success & Growth Manager

Leading member acquisition, retention, partnerships, and community growth across Flex & Flow Pilates.

At Flex & Flow Pilates, we're passionate about helping people feel safe, successful, and seen through movement. We're seeking a Member Success & Growth Manager who is equally passionate about people and performance.

This role is responsible for growing our membership base, strengthening retention, developing community partnerships, and ensuring every member experiences the warmth, support, and connection that makes Flex & Flow unique.

You'll play a key role in shaping the member journey – from first enquiry through to long-term membership – while driving sustainable growth across our studios. If you're a relationship-builder, a strong communicator, and someone who thrives on achieving results, we'd love to hear from you.

What You'll Be Doing

Membership Growth

• Following up all new leads via phone, SMS, email, and in-person conversations

• Converting intro offers into long-term memberships

• Managing lead pipelines and ensuring no opportunity is missed

• Implementing strategies to improve conversion rates and studio growth

Member Success & Retention

• Building meaningful relationships with members

• Conducting member check-ins and re-engagement outreach

• Supporting retention initiatives and reducing membership churn

• Creating exceptional member experiences that foster loyalty and community

Partnerships & Community Growth

• Building relationships with local businesses, allied health professionals, and community groups

• Developing referral partnerships and growth opportunities

• Identifying innovative ways to increase brand awareness and membership growth

Performance & Accountability

• Working towards and exceeding KPIs

• Monitoring conversion, retention, and growth metrics

• Reporting on performance and identifying opportunities for improvement

• Taking ownership of results and continuously looking for ways to improve outcomes

What We're Looking For

We're looking for someone who is proactive, driven, and genuinely enjoys connecting with people.

You will have:

• Proven experience in sales, business development, customer success, membership sales, or a similar growth-focused role

• A demonstrated track record of achieving and exceeding KPIs

• Strong phone, email, and face-to-face communication skills

• Confidence converting enquiries into paying customers

• Experience nurturing relationships and retaining clients or members

• Excellent organisational and follow-up skills

• The ability to work independently and take initiative

• A solutions-focused mindset and willingness to think outside the box

Bonus Points For

• Experience in the fitness, wellness, health, or membership-based industry

• B2B partnership or business development experience

• CRM and sales reporting experience

What Success Looks Like

In this role, you'll be measured on:

• Lead response and follow-up rates

• Intro offer to membership conversion rates

• New membership growth

• Member retention and re-engagement outcomes

• Partnership development and referral generation

• Achievement of monthly and quarterly KPIs

What's On Offer

• Competitive base salary

• Performance-based commission structure

• Additional incentives for achieving and exceeding growth targets

• The opportunity to make a genuine impact in a growing business

• A supportive and values-driven team environment

• The chance to help more people discover the benefits of movement and community

This is not an admin role.

We're looking for someone who loves people, takes ownership, follows through, and can demonstrate measurable sales results.

If you're motivated by both connection and performance, and you're excited about helping people become part of a thriving community, we'd love to hear from you.

To apply, please submit your resume and a cover letter outlining your relevant experience and why you're interested in joining Flex & Flow Pilates.

Applications close 8pm, Tuesday 30 June.