CRM & Lifecycle Manager, Memberships

Burn Brands Culture

Burn Brands is one of the fastest-growing fitness and wellness companies in the nation. Since 2015, we have helped people improve their lives through fitness, wellness, and community. We move with purpose, work at a fast pace, and focus on helping our members succeed.

The Role

The CRM & Lifecycle Specialist, Memberships, manages email, text, and automated communications for Burn Boot Camp and Kids Camp. This role helps people move through the membership journey, from becoming a new lead to joining, staying engaged, and returning after time away.

This role uses Attentive for membership communications and is the primary subject matter expert (SME) for LoopSpark, the CRM platform used by our franchise partners. The Specialist builds and manages campaigns, improves automated communication programs, tracks results, and helps franchise partners use LoopSpark effectively.

The goal is to deliver the right message to the right person at the right time, helping drive membership growth, engagement, and retention.

What You'll Own:

Membership Lifecycle Management

• Build and manage lifecycle campaigns for Burn Boot Camp and Kids Camp, both in-platform and in mockups in Figma.
• Create communication journeys for new leads, new members, active members, inactive members, and former members.
• Manage automated communications that support lead follow-up, membership conversion, onboarding, engagement, reactivation, and retention.
• Coordinate membership communications with national promotions, local campaigns, and key business dates.
• Work with the Performance Marketing team to align messaging, offers, audiences, and campaign goals.

Campaign Execution and Testing

• Build, test, schedule, and launch email and text campaigns in Attentive and LoopSpark.
• Manage audience segments, message timing, and automated workflows.
• Check links, offers, audience lists, and message details before campaigns launch.
• Test different messages, offers, and send times to improve campaign results.
• Find and fix campaign setup issues and work with Tech when technical support is needed.

LoopSpark Platform Expertise and Franchisee Support

• Serve as the primary SME for LoopSpark and help franchise partners understand how to use the platform.
• Create and maintain email templates, campaign resources, and best practices for franchise partners.
• Lead training sessions and provide guidance on campaign setup and execution.
• Help franchise partners troubleshoot common platform and campaign issues, escalating technical problems when needed.
• Gather feedback from franchise partners and share platform needs and improvement ideas with Tech.
• Help franchise partners use available CRM tools to improve lead follow-up, membership conversion, and member engagement.

Performance Reporting and Optimization

• Track campaign results, including delivery, engagement, clicks, conversions, and other key metrics.
• Build reports that show how lifecycle campaigns perform and where improvements are needed.
• Identify trends and opportunities to improve lead conversion, member engagement, reactivation, and retention.
• Share findings and recommendations with the Performance Marketing team.
• Partner with the CRO Manager to identify and test opportunities to improve conversion across relevant customer journeys.

Cross-Functional Partnership

• Work with Performance Marketing to support national membership campaigns and lifecycle goals.
• Partner with Tech on platform needs, data issues, integrations, and technical fixes.
• Work with the CRO Manager to support conversion testing and improve the membership journey.
• Keep lifecycle campaigns aligned with business priorities and the broader marketing calendar.

What Great Looks Like:

• Lead Conversion Rate: % of leads who become members.
• New Member Onboarding: Engagement and conversion during the early stages of membership.
• Member Engagement: Performance of email, text, and automated communications.
• Reactivation Rate: % of inactive or former members who return.
• Membership Retention: Contribution of lifecycle campaigns to keeping members engaged and active.
• Campaign Performance: Delivery rates, click rates, conversion rates, and other relevant campaign metrics.
• Automation Performance: Results of key lifecycle journeys and triggered communications.
• Franchisee Adoption: Use of LoopSpark tools, templates, and resources by franchise partners.

What We're Looking For:

• 3–5 years of experience in CRM, lifecycle marketing, email marketing, or a related field.
• Experience building and managing email, SMS, and automated marketing campaigns.
• Experience with audience segmentation, customer journeys, and campaign testing.
• Strong analytical skills and the ability to use data to improve campaign results.
• Strong attention to detail, especially when building and testing campaigns.
• Clear communication skills and the ability to explain tools and processes to people with different levels of technical experience.
• Ability to manage multiple campaigns and deadlines at once.
• Comfortable working with Tech, Marketing, and other teams to solve problems and improve results.

Nice To Have:

• Experience with CRM or marketing automation platforms. Attentive or Loopspark experience is a plus.
• Experience with franchise CRM platforms is a plus.
• Experience working with franchise partners, multi-location businesses, or fitness brands is a plus.

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While this description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add or remove duties as necessary.