Vice President, Member Experience & Innovation

About Us

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the United States by number of members and locations. We have over 2,700+ stores in 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Australia, and Spain. 90% of Planet Fitness stores are owned and operated by independent franchisees.

 

At Planet Fitness, our unique mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. And we’re proud of the amazing Planet Fitness team that supports our clubs and team members. They are comprised of dynamic, dedicated, and talented individuals who represent our values of integrity, transparency, passion, respect, and excellence (while having fun!) in everything they do.

 

Joining the PF family means being part of a company that cares about bettering the health and wellbeing of our communities. It means being a part of a supportive, engaging workforce with an inclusive culture that values diversity and creates an environment where everyone can feel they belong. It means encouraging professional growth and development. It means making true, lasting connections with your co-workers with celebrations, team building activities and engaging corporate events! It means creating a positive impact in our local communities through our Judgement Free Generation® philanthropic initiative. It means being part of a brand that you can be proud of!

 

For the past 30 years, we’ve helped millions of people in their fitness journey and revolutionized the industry along the way. And we’re just getting started!

Overview

The Vice President of Member Experience & Innovation will play a critical role in shaping and executing the company's strategy to enhance member experiences, foster innovation by leveraging data-driven insights to optimize business performance. The VP will work closely with senior leadership across all functions to ensure that the voice of the customer is embedded in decision-making, driving both short-term and long-term growth. 

 

The VP will be responsible for developing innovative approaches across the business to continuously evolve the member experience, identifying key areas of opportunity to improve engagement, retention, and overall satisfaction across the customer journey. This role will also work closely with Planet Fitness’ consumer analytics function ensuring that data insights guide strategic decision-making and fuel the growth and competitiveness of Planet Fitness. 

Competencies for Success

To be successful in this role, the VP of Member Experience & Innovation will: 

• Lead the development of innovative member experiences that engage and retain Planet Fitness members, anticipating and leveraging emerging trends and utilizing cutting-edge technology to enhance the experience and operating model in partnership with other functions. 
• Serve as the principal thought leader for customer experience and innovation, by leveraging analytics/insights to develop strategies that align with the broader organizational goals. 
• Foster a data-driven culture within the organization, ensuring that actionable insights are used to improve member satisfaction, optimize operations, and drive business growth. 
• Work collaboratively with senior leaders across marketing, strategy, operations, development and technology teams, as well as franchisee partners, to design and implement integrated strategies that enhance the overall member journey. 
• Lead efforts to improve the personalization of the member experience, utilizing data and analytics to create tailored solutions that address individual preferences and needs. 
• Analyze and optimize the digital and physical touchpoints of the member journey to ensure a seamless, omnichannel experience across all platforms – including email and CRM. 

The ideal candidate will be a results-driven leader with a proven ability to drive growth and innovation across the member experience. They will leverage a broad skill set, including strategic thinking, data analytics, and operational excellence, to execute key initiatives. With exceptional relationship-building and influence skills, the VP will align stakeholders across the organization and franchise network, driving collaboration and fostering sustainable growth. 

Responsibilities

Customer Experience Strategy & Leadership: 

• Lead the development and execution of a global strategy to enhance member experience across key touchpoints, including in-club, digital, and mobile ensuring a consistent, personalized journey. 
• Champion a customer-first culture throughout Planet Fitness by embedding customer experience pri