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Client Services Team Leader

2 months ago


Greenville, South Carolina, United States Crunch Fitness Full time

The Crunch Fitness Client Services Team Leader (CSTL) plays a crucial role in delivering an exceptional member experience by overseeing the front desk and associated departments. This position is accountable for recruiting, training, and managing front desk personnel to ensure that all members receive unparalleled customer service. The CSTL will embody and promote all company-wide policies and initiatives to uphold the integrity of the Crunch Brand.

Reports to:

Club Manager

Requirements:

  • Experience in fitness management is preferred.
  • Current Cardiopulmonary Resuscitation (CPR) certification is required.
Key Responsibilities:

Administration and Organization:
  • Exhibit a comprehensive understanding of all standard operating procedures and policies relevant to the club.
  • Effectively communicate and implement club policies and procedures to staff.
  • Recruit and onboard top-tier talent.
Operations:
  • Foster a professional and inviting atmosphere that enhances service quality and member care.
  • Act as the primary customer service liaison for members at the front desk.
  • Demonstrate thorough knowledge of all standard club operating procedures and policies.
  • Interpret and communicate club policies and procedures to both members and staff.
  • Address member complaints promptly and tactfully, adhering to club procedures and documentation.
  • Assist in the staffing, training, and performance evaluation of front desk employees.
  • Ensure the club meets cleanliness, maintenance, safety, and security standards.
Sales and Revenue Management:
  • Support company initiatives and promotions to generate new sales leads for optimal membership growth.
  • Lead and train staff on all club-level sales activities, including inquiries, guest registrations, club tours, and membership enrollments.
  • Ensure staff possesses extensive knowledge of club promotions, programs, facilities, classes, and equipment.
  • Achieve revenue targets through effective leadership and motivation of employees.
  • Ensure all promotions are clearly communicated to the team and relevant staff.
Leadership:
  • Create an inspiring environment that encourages open feedback from employees and takes action to ensure a quality working atmosphere.
  • Promote a professional and welcoming atmosphere that enhances service quality and member care.
  • Support personnel-related issues by following club procedures and documentation.
  • Encourage teamwork and productivity among staff.
  • Demonstrate decision-making abilities.
  • Recruit and hire the highest caliber of staff.
  • Serve as a role model for team members.
Accountabilities:
  • Implement and support company programs and promotions to drive new sales leads for optimal membership growth.
  • Oversee expense management by controlling payroll and administrative costs.
  • Ensure clubs meet Crunch standards for cleanliness, maintenance, safety, security, and operational efficiency.
  • Stay informed about key competitors.
  • Conduct regular facility walkthroughs.
Measurement Standards:
  • Successful management of all financial budgetary goals.
  • Net Promoter Scores and Social Media Feedback Scores.
  • Membership retention rates.
  • Adherence to all policies and procedures.
Special Skills:
  • Excellent written and verbal communication skills.
  • Strong leadership capabilities.
  • Proficient administrative skills.
  • Exceptional customer service abilities.

Crunch Fitness seeks energetic and enthusiastic individuals who are passionate about health and fitness to join our team.

At Crunch Fitness, we believe in merging work, fitness, and enjoyment. Our culture is built on the 'No Judgments' philosophy, attracting a diverse and welcoming group of professionals, making Crunch an exceptional place to work.

Crunch is dedicated to transforming serious exercise into fun by blending fitness with entertainment and pioneering a philosophy of No Judgments. Our facilities are equipped with state-of-the-art cardio and strength training equipment, full-service locker rooms with showers, tanning booths, HydroMassage beds, and a comprehensive schedule of Crunch's signature classes, including Zumba, BodyWeb with TRX, Yoga Body Sculpt, and more.