Author: JT
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The $0 Retention Strategy: Smile, Name, Repeat
I’ve been reminded of something so simple, yet so powerful: soft skills build retention.
I visited a stunning club recently — incredible facilities, huge investment. But after five minutes chatting with the manager, I realised… she never told me her name. No name tag. No introduction. If that’s how a guest or new member is welcomed, what message does it send?
Retention isn’t about shiny equipment or fresh paint. It’s about people feeling seen, heard, and remembered. In fact every dollar spent on shiny equipment or fresh paint could be wasted if your team cannot make members feel welcome.
When a prospect or member walks into your club, your team’s eye contact, smile, tone of voice, and even a simple handshake can make or break their experience.
Here’s your challenge this week:
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Coach your team to smile, make eye contact, and use open body language.
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Help them practise remembering names — repeat it three times when meeting someone.
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And if (or when) they forget? Teach them to confidently say: “I’m so sorry, I’ve forgotten your name — could you remind me please?”
The smallest skills deliver the biggest retention wins.
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Position Vacant For A Marketing Assistant At Jindalee Fitness
$55,000 – $65,000 per yearWhy Join JF247?
We’re not just a gym — we’re a fitness, wellness, and community hub with a huge member base, with big plans ahead with significant investment in new industry-leading facilities and member experiences in the coming months.. Our marketing needs to be as bold and energetic as our culture. If you’re creative, organised, and hungry to make your mark in the fitness industry, this is your shot.
Whats under our 3500 square metres..HYROX Training Studio, Dungeon Functional Studio, Pilates Studios, Mind Body Studio with Yoga, Mat Pilates, Breath Work and more, Spin, Les Mills FitBox, Pump, Body Attack, Body Balance, Zumba, Aqua plus an immaculately maintained gym floor, 25 metre pool, saunas and a Restore Zone and a massive kids programme to come in 2026. Special events and clubs to build connections and Tribes.
Key Responsibilities
Marketing Support
- Assist in the development and implementation of marketing campaigns, promotions, and events.
- Create engaging content for social media platforms, newsletters, and promotional materials.
- Help coordinate photoshoots, events, and community outreach initiatives.
Social Media Management
- Manage and update social media accounts, ensuring content is fresh, relevant, and aligned with brand messaging.
- Monitor social media engagement and respond to member inquiries and comments in a timely manner.
- Analyse social media metrics and provide recommendations for improvement.
- Demonstrate advanced proficiency in social media platforms including analytics and strategy development capabilities.
Sponsorship Planning
- Assist in identifying potential sponsorship opportunities that align with Jindalee Fitness’s mission and values.
- Support the planning and execution of sponsorship agreements and initiatives.
- Collaborate with local businesses and organizations to enhance community presence.
Community Engagement
- Help coordinate and promote community events, workshops, and fitness challenges to encourage participation and engagement.
- Gather feedback from members and the community to inform marketing strategies and initiatives.
Market Research
- Conduct research on industry trends, competitor activities, and potential marketing opportunities.
- Provide insights to assist in the development of effective marketing strategies.
Qualifications and Skills
- Education: Bachelor’s degree in Marketing, Business Administration, or a related field preferred; or equivalent experience.
- Experience:
- Previous experience in a marketing role is a plus, preferably in the fitness or wellness industry.
- Minimum of 1-2 years of marketing experience is required for this role.
- Skills:
- Strong written and verbal communication skills.
- Proficient in using social media platforms and marketing tools.
- Familiarity with graphic design software (e.g., Canva) is an advantage.
- Excellent organisational and time-management skills.
Key Competencies
- Creativity: Ability to generate innovative ideas for marketing campaigns and community engagement.
- Team Player: Collaborates effectively with colleagues and supports team objectives.
- Adaptability: Flexible in responding to changing priorities and deadlines.
- Customer Focus: Passionate about improving member experiences and promoting positive health outcomes.
Perks
- Free JF247 membership + family discounts
- Pathway to full-time and career progression into sales or leadership
- Paid birthday leave + regular team socials
- Discounts on supplements, café items, and wellness services
- Work with a fun, motivated team who truly care about members
Application Process
Interested candidates should submit their resume and a cover letter outlining their relevant experience and enthusiasm for the fitness industry.
Jindalee Fitness is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Application Closes
10/10/2025
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Position Vacant For A Growth & Member Experience Manager At Jindalee Fitness
Member Growth & Experience Manager
$85,000 – $100,000 per yearLocation: Jindalee Fitness, Brisbane
Reports To: General Manager
Direct Reports:- Membership Consultants
- Marketing Assistant
- Reception/Member Engagement Team
Why Join Jindalee Fitness 24/7?
We’re not your average gym. We’re proudly independent, locally owned, and community-obsessed — building a space where every member and team member feels supported, inspired, and proud to belong.
With a huge member base and significant investment in new facilities and member experiences in the next 3-6 months, we’re growing fast and setting a new standard in fitness and lifestyle. This is your chance to lead that growth and shape the full member journey — from the first tour to the 500th workout — creating wow moments every day.
Whats under our 3500 square metres..HYROX Training Studio, Dungeon Functional Studio, Pilates Studios, Mind Body Studio with Yoga, Mat Pilates, Breath Work and more, Spin, Les Mills FitBox, Pump, Body Attack, Body Balance, Zumba, Aqua plus an immaculately maintained gym floor, 25 metre pool, saunas and a Restore Zone and a massive kids programme to come in 2026. Special events and clubs to build connections and Tribes.
Why you’ll love working with us!
- Believe fitness should feel fun, inclusive, and motivating — never intimidating
- Want to be part of a local success story, not a faceless franchise
- Are excited by innovation — we’re building a category-leading Fitness & Wellness experience, and digitising our services and investing new facilities, equipment.
- Value freedom and ownership — we back our team to try, test, and lead
- We share our success and offer bonus and incentive programmes.
Position Overview
The Member Experience & Sales Manager is the engine behind our growth and our culture. This role blends people leadership, sales execution, and community engagement to drive acquisition, retention, and lifetime value across our member base.
You’ll lead a high-energy team, own the sales funnel, elevate the service experience, and bring our brand to life through every touchpoint.
Key Responsibilities
- Own the member acquisition strategy — lead generation, tours, referrals, follow-ups and onboarding
- Train and coach the sales team to deliver consistent, high-converting, values-led interactions
- Build and optimise sales systems and campaigns with support from our Marketing Assistant
- Track performance and conversion metrics daily — you’re as comfortable with KPIs as you are on the gym floor
- Deliver strategic input into membership offers, pricing tiers, and value-add services (e.g. Recovery & Wellness)
Member Experience & Retention
- Champion the end-to-end member journey — from first hello to long-term loyalty
- Create and implement retention initiatives, check-ins, onboarding pathways, and “surprise and delight” moments
- Proactively review member feedback, usage patterns, and churn indicators to drive improvements
- Partner with the Wellness and Fitness teams to align services with member needs and goals
Community, Culture & Communication
- Be the face of JF247: warm, approachable, and plugged into our community
- Run club events, challenges, and engagement activations that bring people together
- Oversee all outbound communication — EDMs, signage, announcements, socials — ensuring it’s on-brand and impactful
- Build relationships with local businesses and community partners to increase club visibility and goodwill
Team Coaching & Culture
- Lead, mentor, and inspire our front-of-house, membership, and marketing teams
- Create an environment of performance, positivity, and ownership
- Provide coaching, onboarding, and development plans to grow your people and build future leaders
Who you are..
- A proven team leader with 3–5 years’ experience in fitness, wellness or hospitality. Member driven at your core!
- A natural relationship builder who thrives in a people-first, community-driven environment
- A sales-savvy operator who loves the numbers, hits goals, and knows how to motivate others to do the same
- Obsessed with delivering stand-out service and creating memorable customer journeys
- Tech-comfortable and data-aware — you can navigate CRM systems, marketing platforms, and dashboards with ease
Perks
- Free JF247 membership + family discounts
- Pathway to full-time and career progression into sales or leadership
- Paid birthday leave + regular team socials
- Discounts on supplements, café items, and wellness services
- Work with a fun, motivated team who truly care about members
Application Process
Interested candidates should submit their resume and a cover letter detailing their relevant experience and passion for the fitness industry.
Jindalee Fitness is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Applications Close
17/10/2025
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Bold Moves V Safe Moves For Gym & Department Growth
We’ve got rising wages, cost-of-living pressures, and members demanding more value. That’s the backdrop. So in this environment, playing it safe is the riskiest move you can make.
Safe moves feel comfortable: waiting to see what other gyms do, freezing prices out of fear, keeping group fitness timetables the same or hoping staff figure out sales on their own.
Bold moves are different. They’re about leading, not waiting. They’re about investing in your team, your systems, and your service — even when it feels uncomfortable.
Here are three bold moves that matter right now:
- Pricing & Value – Don’t freeze prices. Raise them with confidence and communicate the value members receive.
- Sales Training – With online joins growing, every face-to-face conversation counts. Train, mystery shop, and coach your team to convert.
- Service & Retention – Members don’t stay for treadmills. They stay because your team makes them feel seen, known, and valued. That’s a human connection, not a hardware purchase.
The clubs that thrive in 2025 are making bold moves now in programming, team development, and member experience. Wait until 2026, and you’ll be scrambling.
Your challenge: What’s one bold move you can make in the next 135 days that will shape your business for the next five years?
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How To Prepare For Agentic AI
Your next best hire is an AITrain your own AI employees that sound and act just like your best team members. Sell memberships, service existing customers and provide motivational fitness support.
In this replay, Terry Woods from HireBOB.ai will share the top three insights gained from hundreds of conversations with fitness business owners on preparing for the integration of Agentic AI into their member journey.
Terry covers the biggest challenges leaders face, the three most important preparation points to focus on, and real-world use cases where AI is already making a measurable difference.
This session is designed to help you cut through the noise, see what’s working now, and position your fitness business to thrive in an AI-driven future.
Access The FREE Recording Here
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The Inefficiencies In Your Business Have A Solution
Are you paying for software subscriptions that you don’t fully use or worse don’t even need, because another tool you own already does the job?
It’s like buying a fully loaded Tesla… and only driving it to the letterbox.
We don’t know what we don’t know so it’s time we start knowing more. The result?
- Double handling
- Manual processes
- Poor staff communication
- Scattered data
- And my favourite… documents you can never find again
Most of us are paying for amazing tech and using maybe 10% of it. We just never allocate time to fully explore what we have on our devices.
Your challenge this week:
- Identify one inefficiency in your business.
- Ask yourself (or ChatGPT), “Can software I already own fix this?”
- Spend 30 minutes exploring a tool you’ve never used.
Efficiency isn’t about doing more, it’s about making the important stuff easier. And chances are, you already own the tools to make it happen.
Now go unlock that Tesla.
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Impacting Member Experience: Precision in Member Focused Decisions Drives Loyalty and Company Value
Is your gym’s member experience a top priority or an afterthought? It’s time to move beyond guesswork and start making decisions based on what really matters to your members.
In this replay with Blair McHaney from MXMetrics you will learn how to transform your member experience using data-driven insights. This isn’t just about making members happy; it’s about building a loyal community and driving real business growth.
We’ll explore the Four Imperatives of Successful Member Experience Management, providing you with a clear roadmap to success:
- CEO Ownership
- Wiring Organizations with Data
- Eliminating Customer Irritants
- Innovating for Opportunities
We’ll also introduce MXM’s new Equipment Exploration survey, a tool designed to guide precise capital expenditure (CapEx) decisions, ensuring your investments directly address member needs. For fitness industry leaders, gym owners, and managers ready to stop guessing and start leading with data.
Who Is Blair McHaney?
Blair McHaney is a seasoned fitness industry leader with over 40 years of experience as an entrepreneur and innovator in the fitness industry.
He is an educator, practitioner, and student of operational customer experience management (OCEM) and how to animate organizations through customer experience.
He spent three years in Palo Alto as Medallia’s VP of Strategic Initiatives.
As President and CEO of MXMETRICS, Medallia’s fitness vertical partner, he drives data-driven strategies to enhance member experiences in nearly 1000 fitness clubs worldwide.
Blair also owns Worx of Wenatchee Valley, where he tests MXMETRICS’ processes and innovations. A thought leader, Blair regularly contributes to industry publications, podcasts and education.
Access all live event replays by becoming a FBP Insider – our VIP listener community – where of course you can also connect with the expert!
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Myzone appoints leading motivation scientist to tackle fitness industry’s retention challenge
Dr Heather McKee joins Myzone to embed behavioural psychology into fitness technology and support operators in building long-term engagement
Myzone has appointed leading behaviour change specialist Dr Heather McKee as Motivation Science Advisor, accelerating its mission to solve the fitness industry’s biggest growth inhibitor: member drop-out.For too long, operators have faced the same challenge: members join, but struggle to stay engaged for the long term. According to Retention Guru, Dr. Paul Bedford, who has analysed more than 300 million gym visits and 9,000 clubs across the world, 50 per cent of gym members leave within 12 months. Myzone is tackling the global issue of exercise adherence with technology that motivates people to get active and stay active.With more than a decade of research into health behaviour change psychology, Dr. McKee has worked with organisations across the world to help develop products, systems and services that create lasting lifestyle change.Dr. McKee will work closely with Myzone’s Chief Technology Officer, Vahid B. Zadeh, formerly of WHOOP, and the wider product team to embed behavioural science into the experience of every Myzone user. She will also provide support for operators, trainers and coaches to transform behavioural psychology into practical strategies that drive engagement and retention.“I’m obsessed with motivation and, more importantly, how we turn motivation into skills that sustain long-term change,” said Dr. McKee. “That’s why I’m delighted to be working with Myzone. We share a belief in the power of behaviour science to address the global challenge of inactivity. Myzone’s mission is so much more than simply tracking effort; it’s about building habits that drive lasting change and helping operators convert members into loyal, long-term customers through simple, science-backed strategies.”Jay Worthy, CEO of Myzone, said: “Building environments that create members that keep coming back has been the biggest challenge the industry has faced for some time. Working with Heather, we are building the industry’s first digital ecosystem that fully integrates motivation science to strengthen member relationships, increase retention and create engaged communities.”“By encouraging individuals to train more regularly, we’ll keep them moving for longer to drive higher member lifetime value for operators, stronger loyalty and healthier communities.“This is a win for operators, members and the overall growth of the global fitness industry. The future of our industry isn’t just technology enabled, its behaviour enabled and Myzone is leading the charge.”Dr. McKee’s appointment is the latest in a series of strategic hires that supports Myzone’s mission to motivate the world to move, with technology that drives lasting exercise participation, habit formation and healthier, happier societies. -
40% Of Your Sales Are At Risk (Seriously)
I remember when we actually trained our staff how to sell. Do you?
I spoke with an Australian CEO and he spoke as many owners do these days: we are driving online sales. He told me 60% of monthly sales are online…
But 40% are still face-to-face was my immediate thought.
If you’ve stopped training your team or mystery shopping your club, you are bleeding sales.
Remember the Zig Ziglar quote: “The only thing worse than training your employees and having them leave is not training them and having them stay.”
This week’s challenge:
- Plan your sales training for the rest of the year.
- Contact Lisa for mystery shopping (Aussies only!) – [email protected]
Let’s build teams that sell and not just wait for a prospect to click the “Join Now” button.
