Client Experience Manager

19 hours ago

Lexington, United States Burn Boot Camp Full time

Burn Boot Camp

Client Experience Manager

Hours are Monday through Friday 5am- 12pm (approx), some evenings required between the hours of 4pm-7pm

The Client Experience Manager (CEM) is to oversee all aspects of client interaction once the client has come into the gym, been contacted by the Communications Director (CD), and or has become a member of the gym. The CEM is also responsible for the maintenance, communication of necessary repairs to Franchise Partner (FP) and any other member facing areas within the gym. The CEM is responsible for the implementation of communication that has been directed by the CD and is ultimately the point of contact between staff and the FP.

Specific areas of responsibility have been broken down below but are not limited to the following. As we adapt to new demands, performance, and gained efficiencies, responsibilities are subject to change.

The CEM works directly with the CD, head trainer, and the FP

The CEM oversees the Burn Ambassadors and Childcare staff

Meetings:

The CEM meets weekly with the other CEM's from other partnering gyms

The CEM meets bi-weekly with their CD and head trainer

The CEM meets monthly with their CD, head trainer, and FP

Gym Operations

  • Managing communications to FP, when in need of maintenance and or repair issues within the gym
  • Ensures gym cleanliness is upheld by following the daily/weekly cleaning checklist
  • Mandatory in-gym shifts at least 3x/week with a minimum weekly monthly average of 2 PM shifts excluding promo periods in which the expectation is that all shifts are worked in the gym.
  • Completion of quarterly member account audits
  • Inputting and updating the monthly trainers schedule into MB
  • Ensuring standards are being met and duties are being done across all staff members
  • Identifying gaps within the gym, help contribute ideas to create solutions, and communicate said ideas to CD
Staff
  • Management of staff schedules within When I Work (WIW)
  • Ensures that all missing punches and edits are made in WIW before the final approval/submission of payroll is due
  • Ensuring staff trainings, meetings, and follow ups are taking place based on need
  • Communicates new policies and processes to all staff members
  • Acts as point of contact for gym staff questions
  • Communicates need to hire staff members to CD. Interviews and hires new staff members.
  • Ensures that the onboarding checklist has been completed by new staff members. Gives new staff members their training schedule and all new hire paperwork is turned into the FP
  • Partners with FP on deactivation of termed staff members within all databases and systems
  • Go to for all disciplinary guidance within the gym, partnering with the FP for case by case situations
  • Covers shifts as needed to ensure that the client experience is never compromised
  • Ensures that one on one engagement with all staff is happening and that everyone is aware of any internal gym changes, upcoming events, and promos
  • Contributes when needed and ensures that the trial tracker is being updated daily by BA's
  • Follows up with head trainer on trial clients and updates client log with last status notes
Retail
  • Completes all transfers of inventory between home gym
  • Monthly audit on retail inventory has been updated and verified
  • Updates retail pricing markdowns and gives input to CD on possible retail sale opportunities within the gym
  • Ensures that new orders are received, verified, and any issues communicated to FP
  • Verifies that new retail order quantities have been added into the database
Client Communications
  • Go to resource for common questions with clients, communicating issues/questions to the appropriate partner.
  • Ensures that Saturday new clients are texted
  • Last visit report is run weekly, and clients have been contacted who have not been in the gym
  • All follow ups assigned within MB are completed and logged on the trial tracker and client log
  • Facilitates client engagement events within and out of the gym, participating whenever possible.
  • Collaborates with CD on future events

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