Member Experience Lead - River North en ONYX Pilates

Description

At ONYX, our mission is simple: Our mission is simple: to inspire movement through connection and community.

We’re looking for a strong, people-first leader to step into a pivotal role to lead our member experience team. This role is the heartbeat of the studio—keeping our community engaged, supported, and excited to come back again and again.

You’ll oversee the full sales lead journey, coach and elevate our Member Experience team to consistently show up as their best selves, and proactively support members as needs arise—aiming to respond within 24 hours whenever possible. When things matter most, you’re the one ensuring the studio runs smoothly and members feel truly taken care of.

This is a highly active, front-of-house role. At least 85% of your scheduled shifts will take place while classes are in session and the studio is buzzing with energy. This is not a desk-only position—you’ll be present, visible, and deeply connected to both the team and the community.

We want to be honest with you. This role isn’t for everyone. We are a fast-growing, founder-led startup. The only consistent thing you can expect is constant change. If you require a role with structure, this isn’t the place for you at this time. If you thrive on creativity, big picture guidance, and love to improve processes, we are a match!

Requirements

What You'll Bring

• Self-sufficient and motivated. You don’t need hand-holding to figure things out and take ownership of your work.
• People-first mindset. You genuinely care about making members feel valued—not treated like transaction numbers.
• Collaborative by nature. You jump into ideas with the team, offer thoughtful pushback when needed, and enjoy building something together.
• Fresh perspective. You’re excited to challenge the status quo and bring ideas that are creative, relevant, and actually interesting.
• Sales experience? Yes, please.

What You’ll Be Responsible For

• Culture Champion. Community is at the core of our brand. As Studio Lead, you’ll champion a culture where members and team feel connected, supported, and empowered to show up as their authentic selves.
  Team Coach. You’ll elevate performance through consistent feedback, hands-on training, and ongoing development—ensuring the team is confident, capable, and aligned.
• Lead Management. You’re the quarterback of the studio. You’ll own the sales lead pipeline, ensure strong execution of our new-member intro process, and aren’t afraid to adjust the game plan to keep your studio winning.
• Data Wizard. You’ll track and interpret key studio metrics, identify trends, and provide proactive, data-backed recommendations to leadership to support long-term growth and success.
• Act Like an Owner. You’re deeply invested in our mission and take pride in the studio experience—from maintaining a polished, welcoming space to ensuring your team has the tools and resources they need to thrive.

Benefits

At ONYX, we believe in transparent compensation. Team members are paid consistently for their role, and exceptional performance is rewarded through additional earning opportunities.

This position has a non-negotiable hourly base rate of $24/hour. In addition to the base rate, the role includes an uncapped performance-based bonus tied directly to studio success—the better the studio performs, the more you earn.

In addition to your compensation, you will be eligible to participate in ONYX's health, medical, and wellness benefit programs. Oh yeah! Plus a free ONYX membership!