Customer Experience Director

5 days ago


Mission Hills, United States 24 Hour Fitness Full time
Job Summary

The Customer Experience Director plays a crucial role in ensuring that our members receive an outstanding and well-rounded sales and service experience. This involves delivering a compelling approach to offering membership, fitness, and retail products and services.

This leader is responsible for hiring and developing talented team members who build relationships and translate the value of our product and service offerings. They focus on behaviors that drive member acquisition and retention while proactively reviewing process and team member effectiveness.

Key Responsibilities
  • Leadership Excellence
    • Hire, train, and foster continuous development of all Sales and Service team members.
    • Lead Sales and Service team members to provide members with a full complement of product and service offerings tailored to meet individual needs. Model relationship building and product/service offerings, and act as a subject matter expert to support all team members.
    • Cultivate Sales and Services team members' skills through continuous assessment, feedback, and coaching.
    • Implement and oversee ongoing training to ensure exceptional service in a member-centric environment.
    • Manage overall performance, engagement, and personnel matters for Sales and Service team members.
  • Sales Management & Personal Sales
    • Drive new sales efforts within the club, including new member sales, EFT, Point of Sale (POS) fitness packages, retail, and any club-specific sales offerings.
    • Develop business plans and review weekly sales numbers & club statistics with GM to identify potential revenue gaps and modify team execution strategy as necessary.
    • Establish monthly, weekly, and daily sales goals for all Sales and Services team members.
    • Coordinate local club marketing activities to generate new business through lead management.
  • Member Experience
    • Partner with General Manager (GM) to provide a best-in-class, member-centric experience tailored to guest and member needs.
    • Lead by example to provide a clean, friendly, well-maintained club to members and guests.
    • Engage members with various fitness offerings, including personal training, group exercise classes, and 24GO digital content.


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