CRM and Community Coordinator  

The Role in a Nutshell

As a CRM & Community Coordinator at Strong Pilates Philippines, you play a key role in managing memberships, boosting customer satisfaction, and building a strong community across all studios. You continuously seek to improve operational workflows, ensuring efficiency and alignment with business needs.

In this dynamic and ever-evolving role, you'll implement evolving strategies while maintaining a personal connection with members. Your contributions are essential to shaping our culture and enhancing the client experience, driving our continued success.

What You’ll Do

As a CRM Coordinator:

• Manage email and social media inquiries, handling lead nurturing, client acquisition, conversion, retention, and customer service while ensuring timely solutions that align with company standards.

• Study and optimize operational workflows for lead nurturing, client acquisition, conversion, retention, and customer service, generating relevant weekly or monthly reports.

• Build relevant SOPs and training resources.

• Grow existing customer accounts by providing personalized service, such as performing touchpoints with recurring members and building relationships both in-person and online. Use effective sales techniques, including upselling services, while documenting member needs and preferences.

• Address and minimize failed payments weekly.

• Identify opportunities to enhance services and offerings.

• Own and manage the full sales pipeline from lead generation to conversion, including follow-ups, closing memberships, and after-sales.

• Collaborate with relevant teams to execute CRM-driven campaigns for lead nurturing, retention, and win-back strategies.

• Collaborate with relevant teams to improve general operations and customer experience.

As a Community Coordinator:

• Deliver exceptional client experiences by authentically representing the brand’s community and culture across all Strong studios.

• Build a strong community by organizing member initiatives and events, ensuring they are well-executed with proper planning, timing, budgeting, and documentation.

• Manage and promote referral, loyalty, and ambassador programs to strengthen member engagement and sales.

• Collect, document, and report member feedback systematically, providing insights to management for continuous improvement.

• Prospect and manage partnerships or corporate accounts (e.g., corporate wellness programs, collaborations) to expand reach and revenue.

• Lead other retention initiatives alongside CRM Support (e.g. Strong Human of the Month, etc.)

Other Key Responsibilities

• Take pride in Strong Pilates Philippines studio/s as if they were your own.

• Be a proud and visible ambassador for Strong Pilates Philippines, on- and off-site.

• Contribute to nurturing the sense of community within Strong Pilates Philippines.

• Support training of Front of House staff on CRM usage and best sales practices.

• Ensure compliance with data privacy laws and company standards in handling member information.

Who You Are

• Two (2) years of sales and customer service experience with excellent communication, interpersonal, and teamwork skills are a plus

• Bachelor’s degree required

• Proven ability to consistently meet and exceed targets

• Hard-working, loyal, proactive, and reliable, with a strong sense of accountability and commitment to deadlines

• Highly organized with exceptional attention to detail

• Thrives in a fast-paced, small-business environment with shifting priorities

• Collaborative and comfortable working directly with business owners, while also demonstrating leadership when needed

• Flexible, able to handle multiple roles, and willing to work flexible hours

• Passion for fitness with a willingness to learn

• Strong analytical and reporting skills with proficiency in CRM systems and sales tracking are considered a plus.