The Ultimate 6 Figure Admin Role For 2026

Social Project; Wellington; On-site; NZD 60,000 - 74,000; Full time

Benefits offered by this job

Unlimited commission

Training provided

Job summary

Social Project in Wellington is seeking a dedicated Member Services Lead to own retention, renewals and member experience across clubs. You will build and lead a small team as we expand to Auckland, focusing on meaningful conversations that convert potential cancellations into renewals.

This is a full-time role based in our Wellington CBD club. The role emphasizes coaching, structured playbooks, and KPI-driven performance, with training provided to accelerate growth and impact within a

Qualifications

• 2+ years' experience in member services, retention, customer success or membership sales.
• Proven at hitting KPIs and having real conversations with real people - not just following a script.
• Belief in training and community impact.
• Comfortable on the phone and in person, and able to have the hard conversations.

Responsibilities

• Own the member services function end to end: onboarding, check-ins, retention conversations, save calls, cancellations and win-backs
• Hit daily and monthly retention & save-rate KPIs that keep our members in the building and hitting their own goals
• Run and refine the playbooks behind our retention campaigns
• Be the calm, confident voice members hear when they're wavering
• Help design, implement and maintain the sales and service policies that keep our member experience consistent across clubs
• Grow into leading a small member services team as we open Takapuna in 2027
• All training provided - ongoing coaching, mentoring and professional development, paid for

Skills

Member services

Retention

Customer success

Sales

Communication skills

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Ultimate 6 Figure Admin Role For 2026

Social Project – Wellington Central, North Island

We are SOCIAL PROJECT, New Zealand's premium fitness and wellness movement. We're not another gym. We're building the country's most supportive, highest-performing community of members and coaches — with clubs in Wellington CBD and Porirua, and Takapuna (Auckland) opening early 2027.

One of the things we protect fiercely is our member experience. Anyone can sign someone up. We keep them - for years, not months. That's where you come in.

We're looking for a Member Services Lead to own retention, renewals and member experience across our clubs, and to build the team that will do it at scale as we expand to Auckland. This is a relationship role, not a transaction role. You'll turn "I think I want to cancel" into "I'm renewing for another year," and you'll do it because you actually care whether our members hit their goals — not because a script told you to.

This is far from chasing down gym memberships with a discount code. That's so 2015.

ABOUT THE ROLE

Full-time, based out of our Wellington CBD club

Own the member services function end to end: onboarding, check-ins, retention conversations, save calls, cancellations and win-backs

Hit daily and monthly retention & save-rate KPIs that keep our members in the building and hitting their own goals

Run and refine the playbooks behind our retention campaigns (think structured win-back offers, engagement-based outreach, not "please don't go" emails)

Be the calm, confident voice members hear when they're wavering - no freezing cold calling, no chasing people down on the gym floor

Help design, implement and maintain the sales and service policies that keep our member experience consistent across clubs

Grow into leading a small member services team as we open Takapuna in 2027

All training provided - ongoing coaching, mentoring and professional development, paid for

WHO WE'RE LOOKING FOR

2+ years' experience in member services, retention, customer success or membership sales.

Proven at hitting KPIs and having real conversations with real people - not just following a script

You genuinely believe in what consistent training and community does for someone's life

Comfortable on the phone and in person, and comfortable being the one who has the hard conversation

Bonus points for experience with gym, studio or membership-based retention

Coachable - you'll be given frameworks and expected to sharpen them, not ignore them

Competitive, and you like winning as a team as much as individually

OUR VALUES

Members first, always - we win by keeping people, not just signing them

Courage builds character - the hard conversation is the right conversation

Don't just play the game, change the game

Reciprocity and energy is everything

Gratitude and growth mindsets always win

OUR CULTURE

We're a tight, connected team across CBD and Porirua, about to become three clubs

We celebrate saves and renewals the same way we celebrate new sign-ups

We invest in our people - proper coaching, mentoring and career progression, not just a KPI sheet

You'll be part of building the Takapuna launch from the ground up, not joining something that's already been figured out

Job Type: Full-time Salary: $67,000 Base + Unlimited Commission Earning Potential

We're looking to fill this within 21 days.