THE PLANET FITNESS MISSION

We at Planet Fitness are here to provide a unique environment in which anyone, and we mean anyone, can be comfortable in a diverse, judgement free zone where a lasting, active lifestyle is built. Our product is a tool. A means to an end. Not a brand name or a mold maker, but a tool that can be used by anyone. In the end, it’s all about you. As we evolve and educate ourselves, we will seek to perfect this safe, energetic environment, where everyone feels accepted and respected. We are not here to kiss your butt, only to kick it if that’s what you need. We need you, because face it, our planet wouldn’t be the same without you. You belong!

ORGANIZATION OVERVIEW

Title: Customer Engagement Manager

Location: Austin, TX

Reports To: Director of Customer Engagement

Key Relationships: Support Center, Marketing, Operations, and Field Team Leaders

THE OPPORTUNITY

Look no further if you like to have fun, positively impact people, and grow your leadership skills in the coolest place on the planet. Your opportunity has arrived!

United PF is dynamic, growing and continually evolving. If you thrive in a changing environment and have a passion for people, then United PF may be the place for you. We are looking for someone who is excited about creating ways to enhance member engagement by driving significant growth through us of email and SMS channels wit oversight of our Customer Success platform including data quality and member capture. A role with United PF Partners is an opportunity to be a part of something special. If you would love working for a rapidly-growing company that changes people’s lives for the better each and every day, helps them live healthier, doesn’t judge anyone, and supports their communities and the Boys and Girls club, then this may be your dream job!

What You'll Be Doing

WHAT YOU’LL BE DOING

Create and execute promotional and engagement email plans optimized for ROI, member engagement, and customer retention.

Track, optimize, and report customer retention, engagement and acquisition KPIs.

Collaborate with marketing department to design email templates for each campaign type.

Manage customer segmentation for each step of customer journey and design and deploy campaigns to target these segments.

Collaborate with cross-functional teams to incorporate promotion strategy in emails and SMS.

Manage customer life cycle and journey through retention and acquisition funnels to increase engagement and decrease drop-offs.

Define and perform A/B tests and use results to continuously optimize campaigns.

Oversee channels to guide members through the life cycle stages from pre-sale, to onboarding, and/or renewal/win-back to increase the efficiency and effectiveness of the entire member journey.

Maintain and optimize member loyalty program.

Correlate VoC insights with customer demographics, behavioral themes, and psychographics to create customized and targeted customer communication segments.

Assist in creative design and deployment of in-club digital signage, amplifying member engagement channels.

Manage social community of moderators to deliver more value to members inside and outside the club.

Knowledge, Skills and Abilities:

· 5+ years of proven success as a builder of high-performing SaaS Marketing organizations.

· Experience with Enterprise Level Marketing, Automation, or Customer Success platforms.

· Capability in SQL and advanced Excel.

· Detail-oriented, with exceptional analytical skills, data driven, and business acumen.

· Excellent written and verbal communication.

· Ability to thrive in a fast paced and changing environment while maintaining focus on delivering strategic objectives.

Minimum Educational Level:

· Bachelor's degree in Marketing, Analytics, or related discipline preferred.

Minimum Work Experience and Qualifications:

· Developing email and SMS campaigns, managing engagement funnel

· Mastery in customer success communication systems, HubSpot, Gainsight, Adobe, Salesforce, Simon Data (preferred)

· Advanced Excel & SQL skills, coding, and API data pulls

· Impeccable written and verbal communication skills

About United PF Holdings

United PF, headquartered in Austin, Texas, is the largest developer and operator of fitness clubs in the United States under the Planet Fitness brand serving approximately 1.1 million members across 168 clubs in 14 states with 2,650+ teammates, and over 100,000+ Facebook followers. United PF has a great partner in American Securities with resources to support our vision, alignment in culture, and a long-term horizon that promotes true partnership. American Securities is based in New York with an office in Shanghai and is a leading U. S. private equity firm that invests in market-leading North American companies. United PF is excited to work with American Securities to continue developing our markets and bringing affordable fitness, operating exceptionally clean clubs, providing a friendly customer experience, and protecting the Judgement Free Zone® to more communities across the country.

About Planet Fitness

Founded in 1992 in Dover, New Hampshire, Planet Fitness (NYSE: PLNT) is one of the largest and fastest-growing franchisors and operators of fitness centers in the United States by the number of members and locations. As of September 30, 2019, Planet Fitness had more than 14.1 million members and 2,000 clubs in the 50 states, the District of Columbia, Puerto Rico, Canada, the Dominic Republic, Panama, and Mexico. Planet Fitness’ mission is to enhance people's lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment, which we call the Judgement Free Zone®.