[solidcore] is looking for an energetic, outgoing, and personable individual to join our team as a full-time Studio Experience Lead (SEL). This role provides comprehensive support to the Head Coach Community Manager across studio operations, client experience, sales, and coaching. Studio Experience Leads contribute to [solidcore]'s success by generating sales, promoting the studio, delivering a best in class client experience with professionalism and patience, and maintaining brand consistency across all touchpoints.
You will be responsible for:
STUDIO & CLIENT EXPERIENCE
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Owning [solidcore]'s client experience acronym, CORE, within the studio: C: connecting with a warm welcome and using the client’s name, O: opening up connections to the community, R: recognizing efforts in class, milestones, and achievements, and E: educating about offers and thanking clients for coming
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Provide operational leadership and direction to the Core Crew team, coordinating daily priorities, reinforcing studio standards, and serving as the primary point of contact for team needs.
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Managing local client communications within the studio, via phone, and via email; performing routine client-facing system tasks such as new account set-up, scheduling, purchases, and other general account management
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Regularly interacting with clients and obtaining, assessing, and addressing information on client needs, expectations and levels of satisfaction
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Reviewing and responding to client feedback; responding to client concerns promptly and effectively
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Notifying the Head Coach Community Manager and/or member of the studio management team of any employee or client concerns
BRAND CONSISTENCY/MANAGEMENT
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Reporting to Area Manager, and assist with managing day-to-day operations of the studio for the HCCM and implementing company-wide strategies, policies, procedures, and overall maintenance while ensuring the studio stays meticulously clean
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Being of service to our clients by being aware of studio issues, events, or schedule changes and communicating them to clients and [solidcore] team members as needed
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Maintaining product knowledge for all studio retail operations, including class packages, beverages/towels, and promotions
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Quickly addressing any maintenance or equipment issues that are visible to clients
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Alerting coaches about client milestones and setting up the celebration board
SALES
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Educating clients on the best membership option to optimize their personal goals, lifestyle, and preferences; owning membership conversation rate and membership mix within the studio
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Delivering revenue and sales targets; managing outreach and follow up for client leads within [solidcore]'s sales platform, phone, and/or email to meet monthly sales quota
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Maximizing in-studio revenue through proactive client engagement and follow-up
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Following up with client lists in Axle to meet monthly sales targets
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If applicable, and based on the needs of the business, hiring, training, and managing a team of part-time core crew; developing core crew talent with direct accountability to their overall performance
COACHING
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Coaching [solidcore] classes with a set quota of 5 classes/week (dictated by business needs); consistently meeting brand expectations while serving as an exemplary coach to part-time staff
What we need from you:
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High school education, some college preferred
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This is a permanent, non-exempt, full-time position with an expected 40 hours per week (including classes coached).
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Ability to lift up to 30 pounds and walk through all areas of the studio
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Ability to work a flexible schedule that meets the needs of the business, including mornings, evenings, holidays, weekends, and closing hours
What skills & experience you’ll bring to us
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Excellent interpersonal and communication skills
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Outstanding customer service skills
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Strong organizational skills and careful attention to detail
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Must be willing to initiate tasks and perform duties without direction
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Ability to stand for long durations of time
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2+ years sales and/or customer service experience preferred
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1+ years coaching experience preferred
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MBO experience preferred
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Demonstrated leadership and/or team management experience preferred
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Passion for fitness, wellness, and the [solidcore] brand