CLIENT EXPERIENCE MANAGER
Overview
The Client Experience Manager (CEM) is the face of the client experience and accountable for the member’s perception when they walk through our doors. The CEM is responsible for leading the Burn Ambassador and Childwatch teams and managing all gym operations while working closely with the Head Training/Training team and Leadership Team. The CEM is a critical part of the Gym Management Team (GMT).
A successful CEM thrives in a small business, fast-paced environment, is adaptable to change, has excellent customer service skills and effectively communicates, leads, and influences other team members. A welcoming, friendly, and energetic presence is critical. Being passionate about connecting with others and changing people’s lives through fitness is a MUST.
Compensation
Base salary + variable compensation based on gym performance
Responsibilities
The Client Experience Manager responsibilities include but are not limited to:
Client Experience
- Oversee any member issues that cannot be resolved by the Burn Ambassadors or Childwatch team
- Deliver 5-star client experience (in-gym, answering/returning phone calls, email, text, etc.)
- Maintaining the standard for greeting all clients as they arrive; it is your responsibility to inject positivity and energy into every interaction. “Be the host of the party”
- Ensure all LoopSpark responses are using APE within the required response time
- Ensure liability waiver is signed, completed, and uploaded into MindBody for all clients
Client Growth Management
- Accountable for gym reporting and scorecard, understand the variances to plan, propose solutions and actions if falling short of goal, and execute to reach the gym goals and company objectives.
- Work with Head Trainer and Childwatch Lead in reaching gym goals
- Reach specific membership targets month over month that align with company objectives
- Follow up with trial members and existing members accordingly. Initial communication will be generated automatically via LoopSpark but timely responses are critical
- Assist new clients with contract/membership questions and ASK FOR THE SALE
- Openly communicate with trial members and existing members to gain real-time feedback and understand why trial members don’t convert and existing members don’t resign in order to continuously improve
- Provide a weekly update to members using the Client’s Facebook page for your gym
- Manage Instagram stories
Gym Operations Management
- Assess gym performance, identify opportunities and determine actions to resolve by utilizing the Blue Carpet Experience checklist
- Manage Fit Member Ambassadors, lead/organize monthly FMA meetings, and support all activities/events from the Marketing Outline
- Lead the team and generate buzz according to the Marketing Outline
- Actively participate in regular meetings such as Promotion, Gym Performance, and Department meetings
- Organize Weekly Highlights in gym
- Oversee and execute in-gym sampling
- Ensure the gym environment is tidy and clean and all supplies/materials are ordered and in stock; resolve issues that need attention or fix on-the-spot, if possible
- Manage recurring vendors and report/follow through on maintenance issues
Membership and Account Management
- Know and understand the membership agreement, pricing, products and services
- Ensure team is properly trained to sell a membership
- Manage new contracts and contract renewals according to process
- Cancel/suspend/update client contracts
- Assist members/non-members with any membership issues and add notes for each transaction
Retail
- Strategize retail needs and understand what the members want in order to optimize retail sales and keep inventory levels to a minimum
- Ensure retail wall is upholding Burn Standards (quality, sizes available, presentable, pricing etc)
- Maintain inventory control which is reconciled and analyzed monthly via physical inventory process.
- Assist clients with retail and nutrition questions as a product expert
Personnel Management
- Manage schedules for Burn Ambassadors and ensure all shifts are covered; fill in if needed
- In conjunction with HR Generalist, recruit and onboard new team members as necessary
- Oversee Burn Ambassador and Childwatch Lead performance, including probationary period reviews and ongoing performance check-ins
- Manage training for new and existing team members on new processes, systems, and technology
- Handle disciplinary measures through resolution, as necessary (including verbal and written redirection and possible termination)
- Oversee Burn Ambassador and Childwatch Lead time through HRIS system
- Lead regular team meetings (to discuss current promos, process change, current events, etc.)
- Ensure the Burn Ambassadors utilize the Daily Checklist the ensure all shift responsibilities are completed and proper transition occurs to the next shift
Requirements
- Be a natural leader with the ability to manage people and follow through for successful outcomes
- Organized with a great attention to detail
- Friendly and able to make true connections with everyone
- Take initiative and always ready to go the extra mile
- Reliable team player
- Organized with a great attention to detail
- Ability to work in a fast-paced environment
- Flexibility to implement changes quickly
- Self-directed and able to work without supervision
- Energetic and eager to tackle new projects and ideas
- Ability to learn new systems and processes
- Positive attitude is a MUST
- Passion for connecting and helping others
Qualifications
- Background and experience in customer service and management
- Proficient computer skills, including Microsoft Office Suite (Outlook, Word, PowerPoint, and Excel); Microsoft Office 365 (preferred, but not required)
- Proficient in MindBody software (preferred, but not required)
- Must be 18 years of age
- Solid understanding of social media platforms and best practices
- Excellent written and verbal communication skills
- Excellent customer service skills; positive nature
Hours
The CEM position is salaried and requires a 40 hour per work schedule; this will include some early mornings and evenings. It will also consist of time on-location and remote work flexibility.
Job Type: Full-time
Pay: From $37,000.00 per year
Benefits:
- Employee discount
- Flexible schedule
- Paid time off
Application Question(s):
- Please share any helpful information surrounding your availability and any scheduling constraints.
Experience:
- Team management: 1 year (Preferred)
- Customer relationship management: 1 year (Preferred)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Ability to Relocate:
- Saint Charles, MO 63303: Relocate before starting work (Required)
Work Location: In person