Retention & Onboarding Manager, Subscriptions

iFIT’s vision is to create the world's most holistic health and fitness platform, integrating all elements of health - physical fitness, mental health, nutrition and active recovery - into a seamless interactive experience. We develop proprietary software that learns and adjusts to the habits of each person as it delivers immersive content that guides them on their own individual fitness journey.

 

Ready to break the mold and build something that matters? At iFIT, we’re transforming one of the world’s fastest-moving industries, and we’re looking for driven individuals to help lead the way. Join our mission to revolutionize health and fitness on a global scale through innovation, impact, and purpose. Our Subscription team is at the forefront of this growth, offering a unique opportunity to shape the future of fitness. We value putting our team first, staying focused on our True North, taking bold action, and always serving our athletes. If you’re bold, motivated, and ready to make a difference, we want you on our team.

 

We are currently seeking an ambitious pace-setter to join our team as a Retention & Onboarding Manager to join our Subscriptions team remotely. 

 

ROLE COMMITMENTS

 

• Improve the monthly subscription churn rate

• Improve cohort retention

• Improve cancellation website funnel metrics to drive retention

• Improve user engagement 

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• User Onboarding Strategy: Develop and implement effective onboarding programs to ensure new members understand the value of iFIT's offerings from the start.
• Engagement Optimization: Identify and execute strategies to maximize user engagement through product features, journeys, and mobile value propositions.
• Lifecycle Analysis: Conduct a detailed analysis of member lifecycles to identify key touchpoints and opportunities for enhancing engagement.
• Social Feed and Features: Oversee the development and enhancement of social feed features to foster a strong community and network effect.
• Reward Systems: Design and manage gamification and loyalty programs, including milestones and trophy cases, to motivate ongoing member engagement.
• Metric Oversight: Monitor and analyze key metrics such as Onboarding Health Score, Engagement Health Score, Referral Rate, and Retention Rate.
• Cross-functional Collaboration: Work closely with product, marketing, and customer support teams to ensure cohesive strategies and seamless member experiences. 

Qualifications

 

• Education and Basic Qualifications

 

• Bachelor’s degree in Marketing, Business Administration, or a related field
• 5+ years of experience in customer retention, onboarding, or engagement strategy roles
• Experience in subscription-based businesses
• Proven track record of developing and executing successful onboarding and engagement programs
• Strong analytical skills with the ability to translate data into actionable insights
• Experience with SQL applied to dashboard tools such as Tableau and Looker
• Experience using project management tools (e.g., Asana, Figma, etc.)

 

 

• Preferred Qualifications

 

• MBA or advanced degree in a related field
• Excellent communication and interpersonal skills
• Ability to work effectively in cross-functional teams
• Experience with gamification, loyalty programs, and community building