jetsetpilates - JETSET Pilates

• The Head of UX is the single accountable owner for lifecycle performance across the full customer journey: lead → intro → membership → retention → reactivation. • This role ensures systems are architected correctly, performance is measurable, and optimization is continuous. • 1) Lifecycle Architecture & Customer Experience (the “journey owner”) • ● Map and optimize the full end-to-end member journey● Identify friction points across booking, onboarding, retention, and communication● Standardize lifecycle flows across all studios● Ensure brand consistency across digital and in-studio touchpoints • 2) Mindbody Oversight & Operating Platform Governance (the “system steward”) • ● Own configuration integrity across all studio sites● Ensure correct setup of memberships, pricing logic, packages, and booking flows● Audit compliance and correct misconfigurations● Maintain data integrity and reporting consistency across locations • 3) CRM & Automation Strategy (the “lifecycle operator”) • ● Own CRM architecture and segmentation logic● Oversee automations, SMS workflows, and mass lead management● Standardize intro-to-member conversion flows● Design retention and reactivation programs● Ensure communications align with operational cadence • 4) App & Website Experience Oversight (the “conversion optimizer”) • ● Oversee website UX and booking conversion flows● Ensure seamless integration between website, CRM, Mindbody, and app● Identify and resolve user friction impacting conversion● Lead structured A/B testing across offers, booking flows, and messaging • 5) Insights, Reporting & Testing (the “performance engine”) • Support lifecycle performance dashboards across: • Lead-to-intro conversionIntro-to-member conversionRetention curvesVisit frequencyARPM and LTVInstitutionalize A/B testing disciplineProvide structured performance insights to Marketing, Operations, and Executive LeadershipEnsure clean, reliable cross-platform reporting • ● CRM / CX Manager (future hire) • ## Success Metrics • Lifecycle & Revenue Outcomes (Primary) • ● Improved lead-to-member conversion● Increased intro conversion rate● Improved 90-day retention● Increased visit frequency● Increased ARPM and LTV● Reduced churn • Platform & System Integrity (Secondary) • ● Reduction in booking friction and technical errors● Clean membership and pricing configuration across all studios● Accurate reporting alignment across systems● Reduced manual remediation by field teams • Days 1–30: Diagnose & Audit • ● Conduct full audit of Mindbody configurations across network● Review CRM flows, segmentation, and automation logic● Map current customer journey and identify friction points● Confirm KPI definitions and reporting cadence • Days 31–60: Standardize & Stabilize • ● Implement standardized lifecycle flows● Correct misaligned pricing or configuration logic● Launch structured A/B testing roadmap● Establish reporting dashboard cadence • Days 61–90: Optimize & Scale • ● Deliver measurable lift in conversion or retention metrics● Reduce system inconsistencies across studios● Present lifecycle performance roadmap tied to revenue impact● Implement long-term testing and governance framework • ## Ideal Profile • ● Deep working knowledge of Mindbody Online (multi-location oversight required)● Strong experience with CRM platforms and lifecycle automation● Familiarity with web functionality, booking UX, and system integrations● Experience in multi-unit or franchise environments preferred● Structured, data-driven operator● High accountability and strong cross-functional communicator • ## Travel & Work Structure • This is a remote role with required monthly travel to Miami HQ and periodic travel to key studio markets as needed.