Lead member experience, Pilates programming, social and local marketing, and community events.
This is a brand-new position within our Snap Fitness club at The Gap, Brisbane - a role created to put member experience at the heart of everything we do. You won't just help manage the gym; you'll shape the culture of our club, turning first visits into lifelong habits and members into a genuine community.
Reporting directly to the franchise owner, you will work alongside the Club Manager to lead member experience, Pilates programming, social and local marketing, and community events. If you're passionate about people, movement, and creating experiences worth talking about - this role was built for you.
Key Responsibilities
Member Experience
Own the full member journey - from first visit through to long-term retention and onboarding
Create welcoming touchpoints that make every member feel seen, supported, and valued. Set up members on the Snap App.
Monitor member satisfaction and act on feedback quickly
Resolve concerns with warmth and urgency; respond to all reviews within 24 hours
Pilates Programming
Lead/coordinate the Pilates studio schedule and culture aligned to our community’s needs (certification preferred)
Build and maintain a class schedule that drives attendance and member progress
Recruit and mentor instructors as the program grows
Social & Digital Marketing
Create authentic, on-brand content across social platforms that reflects real club life
Capture and share member stories and milestones (with consent)
Grow our local following and drive membership enquiries through engaging campaigns
Local Area Marketing
Build partnerships with local businesses, schools, and community organisations
Develop referral programs, corporate wellness partnerships, and community activations
Represent Snap Fitness at local events and position the club as a community hub
Events, Team & Culture
Design and deliver a calendar of member events - challenges, social sessions, workshops, and milestones
Build and lead a front-of-house team that shares your energy and standards
Foster a club culture where staff feel proud, and members feel at home
Report to the franchise owner on experience, marketing, and retention KPIs
Management of the member feedback system (Medalia), reporting and getting back to each in a timely manner
Collaborate day-to-day with the Club Manager and Assistant Manager
Contribute ideas and insights that help shape the club's growth strategy
What You'll Get
Competitive salary + annual leave (4 weeks pro-rata)
Opportunity to create a new culture and community presence
Snap Fitness gym membership inc. Pilates
Lift Brands academy training
Family-friendly and modern/progressive environment with career growth opportunities
Career development and support in your own personal growth
You understand club life and know how to keep members motivated
You've built or managed a brand presence and know authenticity beats polish
Mat or reformer qualified - or actively working toward certification
Experience creating standout customer experiences in fast-paced, people-first environments
You remember names, notice when someone's having a tough day, and create belonging without being asked
You juggle programming, content, events, and people - and enjoy the variety
#J-18808-Ljbffr
Member Experience & Marketing Manager - Snap Fitness The Gap • Brisbane, AU
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