Member Experience Coordinator

Role Summary The Member Experience Coordinator owns the relationship side of PFP — from the first inbound lead to the moment someone becomes a long-term member, and every touchpoint in between. This role is about follow-up, problem-solving, and making sure no client falls through the cracks. You'll be the person who responds when a lead reaches out, who books qualified leads onto Julian's calendar for a call, who checks in when a member has an issue, who makes sure trial clients have a great experience, and who gathers the wins and stories that make PFP's clients feel seen. When a trial converts, you make sure the handoff happens cleanly in our CRM. This is a hands-on, detail-driven role for someone who is organized, personable, dependable, and genuinely cares about the people on the other end of the message. Key Result Areas (KRAs) Lead Follow-Up — Respond to and nurture inbound leads through the established 15-day cadence across both adult and athlete tracks. Booking Calls & Consults — Set up phone calls and in-person consults between qualified leads and Julian (owner). Member Issue Resolution — Be the first point of contact when members have questions or problems; resolve directly or escalate cleanly. Trial Client Experience — Make sure every trial client has a great experience, from first touch through the trial period. Lead-to-Member Conversion — When a trial converts, ensure they are switched from lead to member in the CRM and onboarded properly. Client Retention — Gather feedback and information from members so we can act on retention proactively. Client Recognition — Collect client wins, milestones, and stories so we can announce them (or so the client can post about it themselves). Key Performance Indicators (KPIs) Inbox Zero daily — all client and lead messages acknowledged or actioned by end of each shift. Calls and consults booked onto Julian's calendar (target set at hire and reviewed monthly). 100% onboarding completion for new members within the established window. 97% monthly client retention rate. 65% trial-to-member conversion rate. 3+ clients formally recognized per month (Performance Bracelet, milestones, or spotlights). Attend 1 PFP event per quarter. Roles & ResponsibilitiesLead Follow-Up Respond to inbound leads (DM, email, form fills) within the established response window. Execute the 15-day follow-up cadence for both audience tracks (adult small group and athlete/parent). Track lead status in GHL and keep the pipeline current. Booking Calls & Consults for the Owner Get qualified leads on Julian's calendar for a phone call or in-person consult. Confirm the appointment with the lead and send any pre-call info needed. Send reminders before the scheduled time to minimize no-shows. Log call outcomes in GHL and move the lead forward in the pipeline. Member Support & Issue Resolution Be the first point of contact when members reach out with questions or problems. Resolve issues directly when possible; escalate to Julian or the appropriate coach cleanly when needed. Follow up to confirm the issue was actually resolved. Trial Client Experience Make sure every trial client has a smooth, positive experience from first contact through the end of the trial. Check in at key points during the trial period. Identify and surface any friction points before they cost us a conversion. Lead-to-Member Conversion When a trial client commits to membership, move them from lead to member in GHL. Trigger the new-member onboarding flow and confirm all setup steps are complete. Client Retention Gather feedback from members through regular check-ins. Flag at-risk members early and surface the information to Julian so retention action can be taken. Client Recognition Collect client wins, PRs, milestones, and Performance Bracelet achievements ("Earned. Not Given."). Package those stories so they can be announced internally, shared by our social media person, or used by the client to post on their own channels. Source 2 client testimonials per month. Team Participation Attend team meetings in person at the Rockville facility. Attend at least 1 PFP event per quarter. Follow the Client Lifecycle Checklist and Client Recognition guidelines. Who You Are Warm, organized, and reliable — clients and teammates can count on you. Strong written communicator; comfortable on phone, DM, and email. Detail-oriented with follow-through; you don't let things slip through the cracks. Comfortable with CRM tools (experience with GoHighLevel a plus). Genuinely interested in fitness, sports performance, or the health space. Compensation & Schedule Base pay: $22/hour

Hours:

20-25 hours/week

Work Arrangement:

Hybrid — remote or in-person at the Rockville facility, your choice. In-person attendance is required for team meetings and PFP events. Performance-Based Commission In addition to hourly pay, you earn commission when your work directly drives new business. The more leads you get on the calendar and through the door, the more you make.

Commission is tied to:

Calls/consults booked onto Julian's calendar that the lead actually attends. Trials scheduled and shown. Trials converted to paying members. Specific commission rates per call booked, trial scheduled, and conversion will be set at hire and reviewed quarterly.

Pay:

$22.00 - $25.00 per hour

Work Location:

Hybrid remote in Rockville, MD 20850