Member Experience Manager - Snap Fitness The Gap

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 our club's culture, 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

Reporting & Collaboration

• 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

• 30hrs per week, with a view to full-time (days/times to be negotiated)

• 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

• Very stylish uniform

What We’re Looking For

We value character as much as credentials. The right person may come from a gym, a hotel, a retail brand, or a community sports club - what matters is that you genuinely love creating experiences people remember, and thrive on achieving this with your personality and energy.

✓ Gym or fitness franchise experience

You understand club life and know how to keep members motivated

✓ Social & local marketing

You’ve built or managed a brand presence and know authenticity beats polish

✓ Pilates certification (preferred)

Mat or reformer qualified - or actively working toward certification

✓ Hospitality or retail background

Experience creating standout customer experiences in fast-paced, people-first environments

✓ Natural community builder

You remember names, notice when someone’s having a tough day, and create belonging without being asked

✓ Organised self-starter

You juggle programming, content, events, and people - and enjoy the variety

Apply:

Submit your CV and cover letter via the ‘Apply’ button.