NYC: Member Experience & Growth Manager

Job Description

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. Someone who can lead an exceptional Customer Support operation, identify patterns in the member experience, and turn those insights into better systems, stronger retention, and long-term growth.

You'll oversee customer support, member acquisition, onboarding, engagement, retention, referrals, and reactivation, while building scalable systems that improve both the member experience and business performance.

You'll be responsible for ensuring our members receive exceptional support today while constantly asking how we can make their experience even better tomorrow.

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 problems and building systems that make every interaction with a member feel intentional from their first inquiry to their hundredth class.

You're equally comfortable improving support operations, reviewing customer conversations, building CRM automations, analyzing retention trends, launching lifecycle campaigns, and identifying opportunities to make the member journey better.

When you see the same customer issue happening repeatedly, you don't just want to solve the individual tickets; you want to understand why it's happening and fix the underlying problem.

You know how to use data and customer feedback to identify patterns, prioritize opportunities, and measure whether your work is actually improving the experience.

You understand that customer experience isn't owned by one department; it's created through every interaction. You're analytical, proactive, highly organized, and always looking for ways to improve efficiency without losing the personal experience that makes a brand special.

Most importantly, you're excited to help shape one of the fastest-growing boutique fitness 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 or meaningfully contributed to 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 have experience managing and developing customer-facing teams
• You know how to turn customer feedback and recurring support issues into operational improvements
• You enjoy using automation and technology to improve efficiency without sacrificing a premium customer experience
• You have successfully improved customer retention, engagement, satisfaction, or lifetime value
• You're highly analytical and comfortable using KPIs and customer data to make decisions
• You're comfortable moving between strategy and hands-on execution
• You thrive in a fast-moving environment and naturally take ownership of identifying and solving problems
• 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're looking exclusively for a traditional Customer Support Manager role
• You haven't owned customer lifecycle or retention initiatives
• You're uncomfortable managing customer support operations and digging into the details of the member experience
• You're uncomfortable working with data, KPIs, and business performance metrics
• You prefer strategy without hands-on operational execution
• You're looking for a slow-paced corporate environment

Compensation & Benefits

• $110,000–$130,000 total compensation (base + bonus)
• Medical, dental, and vision insurance
• Paid time off
• 401(k)
• Complimentary New York Pilates membership
• Employee merchandise discount
  
  
  
   

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