Membership Renewal & CRM Coordinator (Arketa) - Freelance, Remote

About the Client Our client is a US-based boutique fitness and wellness studio operating on Eastern Time, serving a loyal community through memberships, classes, and retreats. They rely on a membership-based business model and use Arketa as their core CRM, with potential plans to migrate to Walla. The team values warm, professional client care, operational accuracy, and proactive follow-through. Why does this role exist? This role ensures on-time, accurate, and personalized membership renewal outreach while maintaining clean, reliable data in Arketa. By owning renewals, cancellations, and member communications end-to-end, the coordinator will protect recurring revenue, deliver an excellent member experience, and support studio operations during a critical period, including a potential CRM migration. The hire will also drive timely lead follow-ups (e.g., retreats) to convert interest into bookings and help scale high-touch service without overloading studio managers. The Impact you’ll make Membership Renewal Operations Monitor membership expiration dates in Arketa and run daily/weekly reports. Send renewal emails 30 days prior to expiration; tailor templates by pricing plan and note any price changes. Launch and manage outbound renewal communications by March 1; track responses and outcomes. Email & Client Communication Manage and respond to membership, renewal, and pricing inbox inquiries via Outlook/Gmail with a warm, professional tone. Escalate complex or policy-sensitive cases internally and follow through to resolution. Maintain clear, member-facing communication logs for accountability. Admin & Operations Support Track, log, and monitor membership cancellations and cancellation request status. Maintain accurate records and update member profiles to reflect changes. Provide administrative support to studio leadership for membership-related tasks and reporting. Lead Management (Retreats and Offers) Conduct outreach and timely follow-ups for retreat and program leads. Track lead status, next steps, and conversions; ensure no leads go stale. Provide concise weekly summaries of lead activity and results. CRM & Data Integrity (Arketa → Walla) Use Arketa daily to update member data, pricing, and statuses with high accuracy. Assist with a potential migration from Arketa to Walla (data checks, list cleanup, basic testing). Identify and document process improvements and CRM limitations/workarounds. Skills, Knowledge and Expertise Required: Hands-on experience using Arketa CRM in a fitness or membership-based environment (non-negotiable). Proven track record managing membership renewals, pricing updates, and cancellations at scale. Exceptional written English and client communication skills (email-first environment). Strong organizational skills with experience running daily/weekly reports and tracking follow-ups. Ability to work independently during Monday–Friday, 8:00am–5:00pm EST. Your superpowers are... Technical: Arketa CRM proficiency; familiarity with Walla (nice-to-have); Outlook and Gmail; WhatsApp; basic spreadsheets/reporting. Process/ops: Meticulous tracking, deadline management, and documentation; comfort with CRM data hygiene and list maintenance. Communication: Warm, calm, and professional client tone; clear escalation and follow-through. Traits: Detail-obsessed, proactive self-starter, highly trustworthy with sensitive member information, adaptable to change and migration work. WFH Set-Up: Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up. Internet speed of at least 40MBPS Headset with an extended mic that has noise cancellation and a webcam Back-up computer and internet connection Quiet, dedicated workspace at home You should apply if... You love bringing order to high-volume renewals, dates, and pricing details—and nothing slips through the cracks. You’re service-oriented and take pride in turning member questions into positive experiences. You anticipate issues before they happen (expiring memberships, unanswered emails) and take initiative without reminders. You learn new systems quickly, embrace process improvements, and thrive in a fast-paced, collaborative environment. What to expect... Work Setup: Remote position Must have a reliable internet connection and a quiet workspace Required to provide own computer with Intel Core i5 or something similar or higher operating system Working Hours: 40 hours per week Monday–Friday, 8:00 am–5:00 pm Eastern Time Compensation: $7 per hour No benefits package included Benefits