Member Relations Manager
Pronto Pilates is an emerging Australian fitness brand with ambitious plans to open 1000 studios internationally.
At Pronto, with group reformer classes from just $5 (instead of the normal $25) our tech-enabled mission is…
“Pilates for the People… affordable, all-day classes so now everyone can enjoy reformer Pilates!”
Backed by an established international marketing & technology company with 100+ team members serving thousands of clients worldwide.
Pronto’s life-giving company culture is characterised by the “outward mindset”… to learn more, watch this short 3-min video.
About The Role
The Member Relations Manager is a pivotal leadership role responsible for driving and scaling the global Member Relations function at Pronto Pilates. This role is critical in elevating current member relations processes and systems, enabling the team to excel on a global scale.
Key responsibilities include implementing world-class processes, scalable systems, and actionable reporting to ensure exceptional service delivery and surpass key performance indicators (KPIs): Retention, Reviews, Referrals, and Reactivations.
As a leader, you will empower a team of Member Relations professionals, collaborating across departments to set the standard for member satisfaction and operational excellence. This position is ideal for a proactive, innovative leader who thrives in a dynamic, high-growth environment.
This role reports to the Operations Leader and includes, but is not limited to, the following:
Leadership & Team Management
- Lead, mentor, and develop a global team of Member Relations Team Leaders to foster a culture of service excellence, innovation, and collaboration.
- Drive recruitment, onboarding, and continuous development of Member Relations staff, ensuring a team equipped for global scalability.
- Ensure alignment between team performance and company objectives through clear communication and consistent feedback.
- Conduct regular performance reviews and provide coaching to drive team engagement and success.
Process & Systems Optimisation
- Review, implement, and scale innovative member service processes and systems to deliver operational efficiency and outstanding member experiences.
- Establish, document, and continuously improve workflows to provide consistent, efficient, and personalised member support globally.
- Drive process standardisation across regions/countries while accommodating local nuances.
KPI Achievement & Reporting
- Take ownership of team performance metrics, delivering detailed analysis and actionable insights to the Studio Success Leader.
- Set, implement, and regularly review team objectives aligned with KPIs for retention, reviews, referrals, and reactivations, holding the team accountable for meeting targets.
- Lead member feedback loops to identify improvement opportunities, ensuring timely follow-through and measurable enhancements in service delivery.
Member Experience Excellence
- Act as the primary escalation point for complex or sensitive member issues, ensuring timely and satisfactory resolution.
- Collaborate with Studio Success teams (Operations, Marketing and Technology) to deliver a cohesive and exceptional member experience.
- Champion a proactive member engagement strategy, including outreach to at-risk members and reactivation of lapsed clients.
Innovation & Strategic Planning
- Stay informed on emerging trends in customer service and member relations, incorporating industry best practices to continuously enhance team strategies.
- Execute a long-term strategy for member engagement and loyalty, aligned with Pronto Pilates’ growth and global expansion goals.
To secure an interview, you should possess the following:
- 5+ years of experience in customer service or member relations, with at least 3 years in a leadership role.
- Proven track record of leading and scaling high-performing remote teams.
- Expertise in customer engagement, retention strategies, and process optimisation.
- Exceptional written and verbal communication skills, with the ability to manage sensitive issues diplomatically.
- Proficiency in interpreting data and generating actionable insights to improve performance.
- Experience with reporting tools, CRM systems, and quality assurance programs.
- Background in fitness, wellness, or a subscription-based business is highly desirable.
- Although there is some flexibility in the work schedule, you would need to work the majority of your day during normal Australian business hours (8am-4pm AWST).
This is a full time position. You’ll work remotely from the comfort of your home with occasional business travel.
Ready for a new career challenge? Make your mark on the growing fitness industry internationally!
Apply Here
