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Customer Strategy

2 months ago

Franklin Park, United States Life Fitness Full time

Join us as we empower the world to work out, creating healthier lives together.
About the Opportunity:
The Life Fitness Experience Hubs are designed with the focus of being the benchmark in innovation in the world of fitness, with a space designed by and for the future of fitness, technology, digital connectivity, and the co-creation of fitness experiences.
These spaces are designed to provide a unique and memorable experience to all customers and stakeholders, based on innovation, collaboration, and co-creation spirit, allowing Life Fitness and the Experience Hub visitors to work together on the future of fitness and wellness.
The role of the Experience Hub Customer Strategy / Workshop Facilitation Manager is part of the Global Strategic Marketing organization reporting into the Global Marketing leader and will work directly with internal teams to deliver engaging customer workshops and presentations at our Experience Hub. This position has a high degree of independence and leadership, responsible for communicating directly with business partners.
**this is a hybrid position based out of our Global HQ in Rosemont, IL - M/F remote and T-Th are in-office collaboration days** #LI-Hybrid
PRINCIPAL ACCOUNTABILITIES

  • Create and deliver a customer journey that is aligned with the Sales Team's priorities.
  • Working closely with the Marketing teams to develop internal/external content for the program, and to create a Digital Experience Centre marketing activation plan.
  • Coordination with the Business Unit (country manager/sales manager, marketing manager, digital manager, and whoever is participating in the experience) to define and customize the customer experience based on their inputs on the customer profile, -needs, and -pain points.
  • Excite the customers by continuously improving the whole journey based on the latest digital solutions in the company and the broader market.
  • Ensure all products and solutions in the Digital Experience Centre are functioning well.
  • Exemplify a digital mindset with an unwavering representation of the voice of the customer.
  • Sharing customer feedback, insights, and best practices gathered from the program with the broader teams.


  • Management reporting of soft KPIs (visits/client's NPS/etc.)
  • Management of the Digital Experience Centre budget, as well as co-management and reporting of the customer visit budgets.


REQUIREMENTS & QUALIFICATIONS

  • 5+ years experience in a customer strategy role
  • Proven experience leading workshops and customer presentations
  • Excellent written/verbal communication -- Communicates non-technical and technical information in a clear, concise, and persuasive manner.
  • Strong presentation skills -- Comfortable presenting and explaining ideas to others in both formal and informal settings. Able to adjust to the needs and preferences of the audience.
  • Storytelling -- Able to pull out a storyline from data, not just report numbers. Able to summarize key takeaways with implications for the business for executive level consumption.
  • Ability to work in a multi-time zone environment; global experience preferred.
  • Ability to multi-task and manage multiple projects and deadlines simultaneously
  • Ability to travel up to 20% of the time, including internationally
  • Proficient in MS Office (Word, Excel, PowerPoint, Project)
  • Expertise in delivering business workshops with large groups. Business consulting experience is desired.
  • Presentation and software demonstration skills
  • As this is a co-creation and collaboration space it is required to have knowledge of workshop tactics and methodologies such as customer journey mapping, business model canvas, empathy mapping, buyer personas creation, etc.


Candidate will be:

  • Results driven: A successful candidate adopts a strong orientation toward achievement, holds high expectations for him/herself and others, and pushes to achieve at high levels
  • Strategic: This leader takes a long-range, broad approach to problem solving and decision making through objective analysis, thinking ahead and planning


  • Structuring: The candidate adopts a systematic and organized approach; develops and utilizes guidelines and procedures
  • Communication: The candidate states clearly what he/she wants and expects from others, clearly expresses thoughts and ideas, and maintains a precise and constant flow of information
  • Persuasive: This leader builds commitment by convincing others and winning them over to his/her point of view
  • Flexible: A successful candidate is able to handle and prioritize multiple projects simultaneously; effective at working cross functionally in a large, matrix organization


Want to take the next step in your career?
Life Fitness takes pride in our talented employees and believes in providing opportunities for further growth and advancement. We encourage you to test your strengths, push your limits, and unleash your potential. If you feel the position is right for you, we invite you to apply. We'll work with you closely to support you throughout the hiring process. If your CV/ resume shows that your skills and experience have synergy with the job description, then we'll hop on a call to get to know you and your experience and discuss the position in more detail. If it's not the right opportunity this time, we'll always let you know.
Life Fitness is an affirmative action-equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply. Life Fitness complies with all applicable federal, state, and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws.
There continues to be a significant increase in phishing attempts across all industries where fraudsters are impersonating real employees and sending fictitious job offers to applicants in a scheme to obtain sensitive information. Please note that Life Fitness will never ask for your financial information at any part of the interview process, including the post-offer stage, and will only correspond through "@lifefitness.com" or "@indoorcycling.com" domain email addresses or "lifefitness@myworkday.com" for U.S. opportunities.
Life Fitness does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors.