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Join to apply for the Customer Retention and Loyalty Lead role at Fitness Passport11 hours ago Be among the first 25 applicantsJoin to apply for the Customer Retention and Loyalty Lead role at Fitness PassportAt Fitness Passport, we are driven by a clear purpose to make fitness more accessible, so more people can lead active and healthier lives. Established in 2006, were a corporate health and fitness program partnering with the public sector, corporate employers, and leading fitness facilities across Australia and New Zealand, providing members with access to a wide range of gyms and wellness resources.As we enter an exciting new phase of growth, Fitness Passport is executing an ambitious strategy while keeping our member experience a top priority.The Role:Were looking for a Customer Retention and Loyalty Lead to own and optimise our member retention journey and develop strategies that improve satisfaction and reduce attrition. Reporting to the Senior Operations Manager, you will play a pivotal role in shaping our retention and loyalty strategy. You''ll design and lead initiatives that enhance member outcomes, reduce churn, and increase customer lifetime value.This is a cross-functional role that requires strong collaboration with customer service, sales, and network development teams as well as indirect leadership of our offshore retention function.What you will be doing:Develop and implement end-to-end strategies to reduce churn and improve member retention ratesBuild and maintain a robust Churn Control Playbook, including workflows, best practices, and escalation paths to help support the wider teamIdentify and eliminate friction points along the member journey to increase loyaltyAnalyse churn data and member feedback to inform proactive retention strategiesCollaborate across teams to influence initiatives that impact customer satisfactionLead and align an offshore retention team to consistently deliver positive outcomesStreamline retention-related processes by identifying opportunities for automation, AI-driven interventions and system enhancements that improve efficiency and member outcomesAbout You:Genuinely curious and passionate about health, wellness, and fitness.3- 5 years of experience in customer or member retention, loyalty programs, or similar rolesDeep understanding of churn drivers and lifecycle optimisationStrong communication, interpersonal, and stakeholder engagement skillsData-savvy mindset experienced in using analytics to drive decision-makingTrack record of improving save rates, NPS, or customer lifetime valueEnergetic, customer-first, and highly collaborative approachExperience working in fast-paced, high-growth or high-volume environmentsExposure working with or indirectly leading offshore teamsWhat youll Love:At Fitness Passport, were not just about providing access to great gyms and wellness facilities weve also created a fantastic place to work. Our company values of Collaboration, Growth, Respect, Integrity and Wellbeing define our culture and the principles we use to operate our business.We dont just talk about wellness - we live it! Our BeneFit Passport Rewards Program and values-driven culture support your well-being inside and outside of work.Heres whats waiting for you: Your very own Fitness Passport membership access thousands of fitness facilities because we believe in what we offer 3 paid well-being days per year because rest and recharge matter Hybrid & flexible work our Sydney-based team enjoys three days a week in our new head office Generous WFH allowance to support our hybrid model Ongoing wellness perks think fitness challenges, guest speakers, and more Paid parental leave to support you and your family Mental health support through Clear Head & our Employee Assistance Program Rewards & recognition Earn Hero Points and get rewarded for your impact! Regular social events to stay connected and celebrate winsHow to Apply:Click Apply and youll be directed to Jobs by Employment Hero. If you dont already have an account, simply sign up with your email address. It only takes 2 minutes to submit your application. If its a match, our Talent Team will be in touch for a quick screening call.We cant wait to meet you!Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionCustomer ServiceIndustriesWellness and Fitness ServicesReferrals increase your chances of interviewing at Fitness Passport by 2xSign in to set job alerts for Retention Specialist roles.Sydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 13 hours agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 2 days agoCustomer Service and Outbound Sales RepresentativePagewood, New South Wales, Australia 1 month agoPatient Registration Officer (Administrative Officer Level 3) - virtualADULTS Service - RPA Virtual HospitalSydney, New South Wales, Australia 5 months agoSydney, New South Wales, Australia 5 months agoSydney, New South Wales, Australia 6 days agoMarketing Executive Retention and LoyaltySurry Hills, New South Wales, Australia 15 hours agoOutbound Sales Development Rep (Australia)Sydney, New South Wales, Australia 4 months agoParramatta, New South Wales, Australia 1 week agoSydney, New South Wales, Australia 2 weeks agoTalent and Culture Administration AssistantSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia A$75,000.00-A$90,000.00 1 day agoSales & Account Specialist @ leading fashion marketplaceSydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 4 days agoNorth Sydney, New South Wales, Australia 4 weeks agoPyrmont, New South Wales, Australia A$65,000.00-A$72,000.00 1 month agoSydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 1 day agoWere unlocking community knowledge in a new way. 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