Wellness Consultant (Sales & Member Retention Focus)

Wellness Consultant (Sales & Member Retention Focus)

Role Overview

The Virtual Assistant (VA) Wellness Consultant plays a key role in supporting membership growth and retention at Function Well. The position focuses on two critical areas of the business:

1. Sales Support – ensuring all enquiries are followed up professionally, promptly and consistently to maximise conversion into membership.

2. Member Retention Support – analysing member engagement data to identify potential churn risks and supporting the team with proactive retention strategies.

This role supports the sales and operations teams by maintaining strong CRM management, ensuring pipeline hygiene, and providing insights that help deliver the Ultimate Member Experience.

The role requires strong experience in sales and customer service working with CRM systems, particularly HubSpot, and an analytical mindset to identify patterns in membership behaviour.

Key Responsibilities

1. Sales Support (Lead Management)

• Lead follow-up through SMS and email sequences Booking membership tours and consultations Following up missed calls and enquiry forms No-show follow-ups for booked tours Re-engaging reactivation lists (former members and inactive prospects) Updating and maintaining accurate CRM notes Maintaining pipeline hygiene within HubSpot Flagging high-value leads or opportunities to the sales team Supporting presale campaigns and lead engagement initiatives

The role ensures no enquiry is left unattended, helping maximise lead conversion.

2. CRM Management & Pipeline Hygiene

• Updating contact records in HubSpot CRM

• Tracking lead status and sales stages

• Ensuring enquiries move through the pipeline correctly

• Tagging and segmenting leads for campaigns Maintaining clean and organised CRM data

• Supporting reporting on leads, conversions and engagement

Retention Analysis Workflow

1. Pull CRM Data – Extract relevant member engagement data from HubSpot and other systems.

2. Analyse Churn Patterns – Identify trends such as reduced visits, inactivity or engagement decline.

3. Identify At-Risk Members – Flag members showing early signs of disengagement.

4. Suggest Interventions – Provide recommendations such as personalised outreach, check-in calls, class recommendations or onboarding support.

Key Skills & Experience

• Experience working with HubSpot CRM

• Experience using CRM systems and sales pipelines

• Strong experience in sales, that is very customer service focused

• Strong organisational and data management skills

• Ability to analyse data and identify patterns

• Excellent written communication for SMS and email outreach and eventually phone communication

• Attention to detail in CRM record keeping

• Ability to work independently and manage tasks efficiently

• Experience in fitness, wellness or membership-based businesses is highly desirable

Commitment to Exceptional Member Experience

At Function Well, delivering exceptional customer service is a core part of our culture. We operate with a hospitality-first mindset, ensuring every interaction from first enquiry to long-term membership creates a positive and memorable experience for our members. Our team is committed to providing genuine support, proactive communication and attention to detail at every touchpoint. This approach helps foster a strong sense of community and ensures we consistently deliver what we call the Ultimate Member Experience.

About Function Well

https://functionwell.com.au/ about Function Well