Client Operations Supervisor

4 weeks ago

New York, New York, United States Barry's Full time

Role Summary

As a Client Operations Supervisor at Barry's, you will be the first point of contact for our clients, ensuring seamless class check-ins, studio opening, and closing in accordance with all policies and procedures. You will support the Senior/General Manager and Assistant General Manager with key marketing initiatives, team development, upholding brand standards, and maintaining all studio facilities.

Key Responsibilities

  • Lead on-duty staff to ensure efficient class check-ins, studio opening, and closing.
  • Support management of studio staff on duty.
  • Develop effective relationships with clients and staff.
  • Support the S/GM and AGM with studio marketing strategy, including acquisition tactics, client and community initiatives, studio and team engagement, corporate lead generation, and outreach.
  • Assist with fuel bar and retail inventory control and counts.
  • Partner with S/GM and AGM to implement and execute all hospitality processes, ensuring consistent training and skill development for team members.
  • Train and develop team members to ensure a consistent client experience and uphold our mission, vision, values, and hospitality standards.
  • Oversee milestone, loyalty, and surprise and delight program implementation and execution in studio, celebrating special events in accordance with guidelines to drive community and retention.

Studio Systems Management

  • Manage studio systems, including Zendesk and Brandbot.
  • Ensure all client matters are properly and swiftly resolved or escalated, and ensure consistent and adequate follow-through to all client inquiries.
  • Assess client needs, maintain quality standards for services, and evaluate client satisfaction while communicating studio promotions and special events.
  • Lead with prompt and effective internal and external communication.

Maintaining Brand Standards and Studio Facilities

  • Maintain brand standards and all studio facilities, including laundry, Red Room maintenance, locker room cleaning, and overall studio cleanliness.
  • In partnership with S/GM, AGM, or Facilities Lead, carry out weekly studio facilities walk-throughs and audits.
  • Deliver exceptional customer service in retail and fuel bar.
  • Maintain brand standards and identify opportunities to drive sales and elevate the client experience.

Company Culture Responsibilities

  • Uphold Barry's community and culture standards, living the company mission, vision, and values daily.
  • Represent the Barry's brand within the studio and throughout the fitness community.
  • Assist in participating in and enhancing the community with your studio and regional teams.

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