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$115k–$150k/yr
Full-time
Medical Insurance, Dental Insurance, Vision Insurance, Paid Time Off, 401k, Complimentary Pilates Classes
Posted 21d ago
Apply by Oct 15
~40 hrs/week
Responsibilities
Lead and coach a high-performing team of membership sales and student support associates to exceed revenue goals. Personally handle inbound sales calls and optimize the student experience from initial inquiry through membership.
Requirements
Requires 5+ years of experience leading sales or customer success teams, preferably in fitness, hospitality, or wellness. Must have a proven track record of exceeding sales goals and managing remote teams using KPIs.
Full job description
Build the Future of the Member Experience at NYP
At New York Pilates, our members are at the center of everything we do.
We're looking for an exceptional Member Experience & Growth Manager to own the entire member journey from the first inquiry to years into a membership.
This isn't just a CRM, marketing, or customer support role. We're looking for someone who thinks like both a growth strategist and an operator. We are excited about someone who loves using data, technology, and exceptional service to create experiences that keep members engaged for years.
You'll oversee member acquisition, onboarding, customer support, retention, referrals, and reactivation while building scalable systems that improve both the customer experience and business performance.
If you are an expert in these areas, we'd love to meet you.
Who You Are
You care deeply about creating exceptional customer experiences.
You enjoy solving growth challenges and building systems that make every interaction with a student feel intentional from their first inquiry to their hundredth class.
You're equally comfortable building CRM automations, improving support operations, analyzing retention trends, launching lifecycle campaigns, and partnering across departments to improve the member journey.
You understand that customer experience isn't owned by one department; it's created through every interaction. You're analytical, proactive, and always looking for ways to improve efficiency while making the experience feel more personal.
Most importantly, you're excited to help shape one of the fastest-growing boutique brands in the country.
Before You Apply
This role is likely a great fit if you:
You have 5+ years of experience in customer experience, CRM, customer success, membership, or subscription businesses
You've owned the customer journey from acquisition through retention and reactivation
You have experience managing customer support operations, ticketing systems, and customer communications
You understand customer support best practices, including SLA management, ticket prioritization, quality assurance, and escalation management
You enjoy using automation and technology to improve efficiency without sacrificing a premium customer experience
You have successfully improved customer retention, engagement, or lifetime value
You're highly analytical and enjoy making decisions based on data
Experience in fitness, wellness, hospitality, retail, or another customer-centric industry is a strong plus
This role may not be the right fit if:
You're looking for a traditional marketing or social media position
You haven't owned customer lifecycle or retention initiatives
You're uncomfortable working with data, KPIs, and business performance metrics
You're looking for a slow-paced corporate environment
Compensation & Benefits
$110,000–$130,000 total compensation (base + bonus)
Feel Yourself™
Best reformer classes, tightest pilates asses
Industry
Wellness and Fitness Services
Company size
51-200 employees
Founded
2013
Headquarters
New York
LinkedIn followers
2,084
New York Pilates is a a fitness brand innovating at the intersection of music, movement, and culture.
Locations: Bowery, SoHo, West Village, Flatiron, Montauk, Southampton, East Hampton, Bridgehampton,Sag Harbor
Find Your Core. Challenge Your Body. Change Your Life.
Offices: 124 W Houston St, New York, 10012, US · 25 Howard Street, 3rd Floor, New York, NY 10013, US · 262 Bowery, 2nd Floor, New York, NY 10012, US · 649 Montauk Hwy, Montauk, New York 11954, US · 5 Windmill Ln, Southampton, New York 11968, US
Pilates and Pilates Reformer ClassesTrainingHealth CareFitnessWellness
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