Head of UX

About JETSET Pilates Franchising

At JETSET Pilates Franchising, we pioneer a unique franchise model in the fitness industry, offering Modern Pilates classes and a curated selection of fitness-related products. Our business model is centered on establishing a strong brand image, cultivating exceptional relationships with franchisees, and delivering outstanding client services. We operate in a dynamic, fast-paced startup environment where adaptability and innovation are crucial for success.

Position Overview

The Head of UX owns the end-to-end member experience across JETSET’s digital and operating platforms. As the brand scales, customer interactions increasingly span website, CRM, app, Mindbody, studio operations, and lifecycle communications. Without unified oversight, these systems fragment—resulting in friction, inconsistent conversion, reduced retention, and lost revenue opportunity.

The Head of UX resolves this by operating as the single accountable owner of lifecycle architecture, platform integrity, and performance optimization. Acting as the bridge between Marketing, Operations, and Technology, this role ensures that every customer touchpoint is cohesive, measurable, and revenue-driving.

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 conversion
Intro-to-member conversion
Retention curves
Visit frequency
ARPM and LTV
Institutionalize A/B testing discipline
Provide structured performance insights to Marketing, Operations, and Executive Leadership
Ensure clean, reliable cross-platform reporting

Direct Reports

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

First 90 Days

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

● 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

This is a remote role with required monthly travel to Miami HQ and periodic travel to key studio markets as needed.

JETSET Pilates is an equal opportunity employer. We celebrate diversity and are committed to creating an inviting work environment for all team members.