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Senior product leader role responsible for defining product strategy and roadmap, partnering with design, engineering, and stakeholders, and driving product outcomes for Affirm's offerings. Remote-first, Canada-based position with company benefits.
About the Client
Our client is a US-based boutique fitness and wellness studio operating on Eastern Time, serving a loyal community through memberships, classes, and retreats. They rely on a membership-based business model and use Arketa as their core CRM, with potential plans to migrate to Walla. The team values warm, professional client care, operational accuracy, and proactive follow-through.
Why does this role exist?
This role ensures on-time, accurate, and personalized membership renewal outreach while maintaining clean, reliable data in Arketa. By owning renewals, cancellations, and member communications end-to-end, the coordinator will protect recurring revenue, deliver an excellent member experience, and support studio operations during a critical period, including a potential CRM migration. The hire will also drive timely lead follow-ups (e.g., retreats) to convert interest into bookings and help scale high-touch service without overloading studio managers.
The Impact you’ll make
Membership Renewal Operations
- Monitor membership expiration dates in Arketa and run daily/weekly reports.
- Send renewal emails 30 days prior to expiration; tailor templates by pricing plan and note any price changes.
- Launch and manage outbound renewal communications by March 1; track responses and outcomes.
Email & Client Communication
- Manage and respond to membership, renewal, and pricing inbox inquiries via Outlook/Gmail with a warm, professional tone.
- Escalate complex or policy-sensitive cases internally and follow through to resolution.
- Maintain clear, member-facing communication logs for accountability.
Admin & Operations Support
- Track, log, and monitor membership cancellations and cancellation request status.
- Maintain accurate records and update member profiles to reflect changes.
- Provide administrative support to studio leadership for membership-related tasks and reporting.
Lead Management (Retreats and Offers)
- Conduct outreach and timely follow-ups for retreat and program leads.
- Track lead status, next steps, and conversions; ensure no leads go stale.
- Provide concise weekly summaries of lead activity and results.
CRM & Data Integrity (Arketa → Walla)
- Use Arketa daily to update member data, pricing, and statuses with high accuracy.
- Assist with a potential migration from Arketa to Walla (data checks, list cleanup, basic testing).
- Identify and document process improvements and CRM limitations/workarounds.
Skills, Knowledge and Expertise
Required:
- Hands-on experience using Arketa CRM in a fitness or membership-based environment (non-negotiable).
- Proven track record managing membership renewals, pricing updates, and cancellations at scale.
- Exceptional written English and client communication skills (email-first environment).
- Strong organizational skills with experience running daily/weekly reports and tracking follow-ups.
- Ability to work independently during Monday–Friday, 8:00am–5:00pm EST.
Your superpowers are...
- Technical: Arketa CRM proficiency; familiarity with Walla (nice-to-have); Outlook and Gmail; WhatsApp; basic spreadsheets/reporting.
- Process/ops: Meticulous tracking, deadline management, and documentation; comfort with CRM data hygiene and list maintenance.
- Communication: Warm, calm, and professional client tone; clear escalation and follow-through.
- Traits: Detail-obsessed, proactive self-starter, highly trustworthy with sensitive member information, adaptable to change and migration work.
WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
You should apply if...
- You love bringing order to high-volume renewals, dates, and pricing details—and nothing slips through the cracks.
- You’re service-oriented and take pride in turning member questions into positive experiences.
- You anticipate issues before they happen (expiring memberships, unanswered emails) and take initiative without reminders.
- You learn new systems quickly, embrace process improvements, and thrive in a fast-paced, collaborative environment.
What to expect...
Work Setup:
- Remote position
- Must have a reliable internet connection and a quiet workspace
- Required to provide own computer with Intel Core i5 or something similar or higher operating system
Working Hours:
- 40 hours per week
- Monday–Friday, 8:00 am–5:00 pm Eastern Time
Compensation:
- $7 per hour
- No benefits package included
Benefits
About
Magic has connected top remote talent with fast-growing businesses for over 10 years.Founded in San Francisco in 2015, we now have thousands of remote workers around the world. Magic is backed by Sequoia Capital and Y Combinator.
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