NYC: Member Experience & Growth Manager

 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

• $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 discounts