Head of Member Success & Growth

Build community. Support Growth. Change lives.

At Flex & Flow Pilates, we don't just teach Pilates. We create a space where women feel safe, supported and connected.

We're looking for someone to help more women discover that experience by leading our membership growth, building genuine relationships and creating an exceptional member journey.

About Flex & Flow Pilates

Flex & Flow Pilates is Melbourne's leading female-only boutique Reformer Pilates studio.

Our mission: To help every woman who walks through our doors feel Safe. Successful. Seen.

We've built a community where women support one another, celebrate wins together and discover confidence through movement.

Now we're looking for someone who can help even more women experience the Flex & Flow feeling!

The Opportunity

The Head of Member Success & Growth is responsible for driving membership growth, increasing member retention and building a thriving community across all Flex & Flow studios.

You'll own the member journey from first enquiry through to long-term retention, helping convert leads into members and members into loyal advocates. You'll also build partnerships within the local community, identify opportunities for growth and continually improve the systems and processes that support an exceptional member experience.

Key Responsibilities

Membership Growth

- Respond to new enquiries via phone, email and SMS.
- Convert leads into long-term members.
- Follow up prospective members and nurture the sales pipeline.
- Identify opportunities to increase memberships across all studios.

Member Success & Retention

- Build genuine relationships with members.
- Conduct member check-ins and retention campaigns.
- Re-engage inactive members.
- Create initiatives that increase engagement, loyalty and referrals.

Community & Partnerships

- Develop relationships with local businesses and allied health professionals.
- Create referral and partnership opportunities.
- Represent Flex & Flow within the local community.
- Organise community initiatives that strengthen our brand and member experience.

Business Growth

- Monitor membership, retention and conversion KPIs.
- Identify opportunities to improve business performance.
- Create and refine systems and processes that support sustainable growth.




- Collaborate with the administration team to deliver a seamless member experience.

What Success Looks Like

In your first 12 months, you'll aim to:

- Increase memberships across all studio locations.
- Improve lead conversion and member retention.
- Build a network of valuable local business and allied health partnerships.
- Create initiatives that strengthen our community and member engagement.
- Implement systems and processes that improve efficiency and support future growth.
- Help make Flex & Flow the first choice for women seeking Reformer Pilates in Melbourne.

About You

- You're someone who genuinely enjoys connecting with people and building relationships.
- You're motivated by achieving results, but you know sustainable growth comes from trust, consistency and creating exceptional experiences.
- You take initiative, follow through on commitments and enjoy finding better ways of doing things.

Key Selection Criteria

To be successful in this role, you'll be able to demonstrate:

- A proven track record in sales, with the ability to convert enquiries into members and consistently achieve sales or membership targets.
- Exceptional relationship-building skills, with the ability to build trust, create meaningful connections, and deliver an outstanding member experience.
- Experience improving member retention, including proactively engaging members, reducing churn, and implementing initiatives that increase loyalty and referrals.
- Strong business development skills, with experience identifying opportunities for growth and building partnerships with local businesses, allied health professionals, and community organisations.
- Excellent communication skills, both written and verbal, with confidence communicating professionally via phone, email, SMS, and face-to-face.
- Highly organised with excellent time management, able to manage multiple priorities, maintain a consistent follow-up process, and work independently.
- A commercial and results-driven mindset, with the ability to monitor KPIs, analyse performance,



identify opportunities, and contribute ideas that drive business growth.
- Confidence using technology, including CRM and membership management systems (Mindbody), Google Workspace or Microsoft Office, and the ability to quickly learn new software.
- Alignment with the Flex & Flow values, demonstrating genuine care for people and a passion for helping women feel Safe. Successful. Seen.
- Flexibility to work across multiple studio locations, attend community events, networking opportunities, and occasional evenings or weekends as required.

Highly Desirable

- Experience in a membership-based business.
- Experience in the fitness, health, or wellness industry.
- Experience using Mindbody or similar membership management software.
- Experience creating community partnerships or local marketing initiatives.

Why Join Flex & Flow?

- Be part of a fast-growing, female-led business with a robust purpose.
- Make a genuine impact on people's health, confidence and wellbeing.
- Join a supportive team where your ideas are valued.
- Help shape the future growth of one of Melbourne's leading Female-focused boutique Pilates studios.
- Enjoy a role that combines relationship building, business development and community engagement.

Employment Details

- Casual position
- Approximately 10–15 hours per week
- Casual hourly rate plus commission
- Opportunity for additional hours as the business grows
- Hybrid role: work across our studio locations, and from remotely.

Ready to Join Us?

If you're looking for a role where you can build relationships, grow a thriving community and make a meaningful impact every day, we'd love to hear from you.

Please submit:

- Your resume
- A cover letter addressing the Key Selection Criteria
- A 2–3 minute video introducing yourself and telling us why you're the right person for this role

Applications close 31 August 2026.

Email your application to [email protected] or share via Google Drive.

Pay: From $30.00 per hour

Benefits:

- Gym membership
- Professional development assistance
- Work from home

Application Question(s):

- Have you had experiencing using or writing a sales script?
- Have you worked with KPIs before?

Experience:

- Script Based Sales : 1 year (Preferred)

Work Location: Hybrid remote in Reservoir VIC 3073

📌 Head of Member Success & Growth (Reservoir)
🏢 Flex & Flow Pilates Studio
📍 Reservoir