Member Retention & Education Specialist

Pronto PilatesWorkFromHome, KwaZulu-Natal, South Africa

3 days ago

Job description

Member Retention & Education Specialist

Pronto Pilates is redefining boutique fitness with premium, on-screen Pilates classes delivered in beautifully designed self-service studios. Open from 5 : 15am until late, our global network of studios offers convenience, quality, and community at an unbeatable price point, making reformer Pilates accessible to everyone.

About the Role

We're looking for a data-driven, creative marketer to lead member retention and engagement across our reformer Pilates studios. As the Member Retention & Education Specialist, you'll craft and optimize lifecycle messaging that drives rebooking, habit-building, and community connection.

You’ll partner with Operations and Marketingto identify at-risk members, design winback campaigns, and deliver clear, educational content that helps members feel confident and supported in their Pilates journey. If you're passionate about combining insight, strategy, and storytelling to improve member experience, this role is for you.

Core Responsibilities

Retention Strategy & Lifecycle Campaigns

Build and manage lifecycle messaging across key moments (onboarding, drop-off, milestones, studio-specific journeys)
Own email and in-app comms that drive rebooking, habit-building, and studio engagement
Partner with the Operations and Product teams to identify high-risk cohorts and design winback strategies
Report weekly on member activity, churn signals, and retention-driving tests
Continuously improve messaging and flows based on open rates, engagement, and rebooking metrics

Member Education & Content Coordination

Write or brief educational content to help members better understand reformer Pilates, studio use, and booking tools

Coordinate tips, FAQs, and class-type explainers with Creative and Studio teams

Collaborate with instructors and video producers to build member knowledge around technique, class selection, and progressions

Ensure education is delivered in the right format — in-studio signage, emails, app content, and onboarding material

Studio-Specific Member Engagement

Work with Studio Ops and Marketing to support local campaigns that improve retention (e.g. class consistency, referral promos, milestone rewards)

Monitor member sentiment via feedback, support tickets, and reviews and feed insights into content and comms

Create “return to studio” campaigns for low-activity members based on location, class behaviour, or time since last visit

To secure an interview, you should possess the following :

3–5 years in lifecycle marketing, CRM, member comms, or product education, preferably for a consumer brand

Strong copywriting and communication skills — clear, empathetic, and brand-aligned

Comfortable using email and CRM tools ( Customer.io )

Able to interpret member behaviour and engagement data to design targeted messaging

Confident coordinating with creative teams and cross-functional stakeholders

Detail‑oriented with excellent project management and QA instincts

Available for daily Australia and US time zone overlap

Bonus Points For

Experience with fitness, wellness, or membership-based products

Background in instructional content, onboarding flows, or app-based education

Familiarity with retention metrics (LTV, churn, MAU / WAU, cohort analysis)

A personal interest in Pilates, movement, or member-centered brands

Ready to make an impact?

If this sounds like a good fit for you, we'd love to hear from you!

This is a full‑time remote position, working Monday‑Friday. Although there is some flexibility with the work schedule, you will need a few hours each day in both the US and AUS time zones to collaborate with international colleagues (i.e. : 7am‑11am and 3pm‑7pm SAST).

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Retention Specialist • WorkFromHome, KwaZulu-Natal, South Africa