Client Operations Lead

Barry's•Scarsdale, NY

5d•Onsite

About The Position

The Client Operations Lead is an introductory leadership position providing hands-on support for studio sales and operations. The role helps ensure efficiency and quality across the business and an exceptional in-studio experience for every client. Working closely with the studio team, the Lead maintains high standards of hospitality and communication and acts as a positive brand ambassador for Barry’s and its fitness community. The Lead serves as the studio leader when the GM, AGM, or COS is absent; supports and motivates team members; and helps deliver operational excellence. The role also supports client service, studio membership and sales activity, marketing initiatives, Fuel Bar service, facility maintenance, and community engagement. The schedule requires availability for four to five shifts, including one weekend day, with flexibility to work weekends, holidays, mornings, or nights.

Requirements

Strong hospitality and customer service skills and alignment with Barry’s Mission, Vision, and Values.
Availability to work four to five shifts, including one weekend day.
Ability to work weekends, holidays, morning shifts, or night shifts and adhere to the work schedule and minimum availability requirements.
Friendly, outgoing personality and enjoyment of social interaction.
Enthusiasm for the studio and the job.
Patient, courteous listening skills and ability to show empathy.
Can-do attitude when responding to client requests.
Cooperative manner and focus on team culture.
Ability to prioritize and work in a fast-paced environment.
Attention to detail and care for the studio’s appearance and cleanliness.
Ability to work cohesively with all Barry’s staff to ensure efficiency and effectiveness.
Professional appearance and behavior.
Excellent communication skills.
At least 18 years of age.

Responsibilities

Serve as studio leader in the absence of the GM, AGM, or COS.
Assess customer needs, maintain service quality standards, and evaluate customer satisfaction.
Support client experiences through hospitality and studio amenities, with the goal of positively impacting sales and service.
Welcome and assist clients as a brand ambassador, helping ensure memorable experiences consistent with the Barry’s brand.
Mentor, influence, and motivate peers in support of Barry’s initiatives, practices, and policies.
Build and maintain constructive working relationships with clients and staff.
Assist clients, build individual connections, and answer questions or address concerns.
Communicate information to supervisors and co-workers promptly and efficiently by phone, in writing, email, text, or in person.
Greet, assist, and check in customers; respond to questions at the studio, by phone, and by email.
Manage the studio membership database, register new clients, receive membership payments, and maintain the client base.
Support marketing initiatives, including accurate client data capture and communication about events and campaigns.
Motivate the team, build positive morale, promote accountability, celebrate successes, and drive results.
Provide timely, same-day coaching and feedback to team members and communicate recaps to the line manager.
Maintain operational excellence across studio processes and a clean, welcoming atmosphere.
Inform clients about studio promotions, membership discounts, and special events.
Prepare quality shakes and provide customer service in the Fuel Bar; handle pre-orders and on-the-spot orders tailored to customer needs.
Maintain product knowledge for studio retail operations.
Participate in relevant training, development programs, and meetings as directed by Operations leaders.
Prepare studio spaces before, after, and between classes by cleaning exercise equipment, sweeping, mopping or vacuuming floors, and wiping mirrors.
Help clean and maintain locker rooms to brand standards; support deep cleaning, organization, and upkeep of common areas and storage areas.
Collect, wash, and fold towels; complete daily and weekly cleaning and maintenance checklists.
Uphold Barry’s community and culture standards and live the company mission, vision, and values.
Represent the Barry’s brand in the studio and throughout the PA fitness community; participate in and enhance community engagement with studio and regional teams.
Provide high-quality hospitality to existing and new clients, maintain the client database, and use its information to increase client contact.
Support and attend community social functions to generate business, invite current and prospective clients to studio events, and conduct outreach through clienteling tools.