Marketing Coordinator

22 hours ago

Nerang Queensland, Australia EMF Performance Centre Full time $60,000 - $120,000 per year

EMF Performance & Recovery Centre is Australia's leading destination for integrated fitness and wellness. With multiple state-of-the-art facilities across Queensland and NSW, EMF offers a premium, all-in-one experience blending strength training, group fitness, and advanced recovery and wellness.

The Marketing Coordinator (Retention) role drives member engagement, improving overall satisfaction across EMF clubs. The role focuses on optimising the digital member journey, with a strong emphasis on app engagement, program participation, and member loyalty, key factors that drive Lifetime Value (LTV), reduce churn, and lower cancellation rates.

This position will lead the ongoing optimisation of the EMF Member App, driving adoption (new app users vs. new members), improving the active user rate, and maintaining consistent monthly engagement. The role will also manage major retention programs such as the 12-Week Challenge, and contribute to improving Net Promoter Score (NPS) and member advocacy.

Key Metrics

● App adoption rate (new app users vs. new members)

● Active users / visitors rate

● Monthly active users

● 12-Week Challenge income and participant volume

● NPS score

● In-app purchases ($ – upsells, merch, smoothies, Evolt)

● Google review volume and sentiment

Indirect Metrics:

● Cancellation rate

● Churn rate

● Lifetime Value (LTV)

Core Responsibilities:

1. App Experience Optimisation

● Design and implement personalised app journeys aligned with member goals and lifecycle stages

● Refine onboarding and at-risk workflows to reduce early churn

● Ensure seamless integration between digital touchpoints and in-club processes

● Identify opportunities for automation (e.g., inactivity triggers, milestone rewards) and human touchpoints

● Support upsell opportunities within the app and integrate automation with in-club sales

2. Engagement & Retention Campaigns

● Plan and execute retention campaigns to increase member engagement and satisfaction

● Support referral programs to drive organic growth

● Coordinate loyalty and rewards programs linked to app engagement

● Plan and manage in-app challenges with club involvement

● Launch and track NPS surveys to measure member sentiment

3. 12-Week Challenge (12WC)

● Manage all aspects of setup, logistics, and execution across clubs

● Optimise based on participant feedback and performance insights

● Drive sign-ups and engagement through integrated marketing and club support

4. Social Media Oversight

● Support the execution of EMF's content calendar across key platforms

● Collaborate with clubs to improve content quality, consistency, and engagement

● Contribute to UGC, ambassador, and partnership initiatives

● Track performance metrics and feed insights back into the strategy

5. User-Generated Content (UGC) & Ambassador Program

● Identify and onboard club-level content creators and ambassadors

● Provide creative direction and brand guidelines

● Ensure consistent UGC output (at least one post per club per cycle)

● Monitor engagement and optimise the UGC strategy over time

This is a digital and community-driven marketing role that blends CRM, content, and brand experience to reduce churn and improve loyalty. Success is measured not only by engagement metrics but by how effectively EMF members stay active, connected, and valued throughout their journey.

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