Client Operations Lead

Barry's•Washington, DC

2d•$20 - $20

About The Position

The Client Operations Lead is an introductory leadership role providing hands-on support for studio sales and operations. The role helps maintain efficiency and quality across the business and ensures clients have an exceptional in-studio experience through high standards of hospitality and communication. As a positive brand ambassador, the Client Operations Lead helps create memorable experiences that reinforce Barry’s commitment to its fitness community. The position supports studio leadership and team members in delivering operational excellence, client service, marketing initiatives, team coaching, and studio maintenance. It includes work across the front desk, Fuel Bar, retail operations, and studio and locker-room spaces.

Requirements

Strong hospitality and customer service skills and alignment with Barry’s Mission, Vision, and Values.
Availability to work 4 to 5 shifts, including one weekend day.
Friendly, outgoing personality and enjoyment of social interaction.
Enthusiasm for the studio and the job.
Ability to listen patiently and courteously and demonstrate 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 Barry’s staff to ensure efficiency and effectiveness.
Professional appearance and behavior.
Excellent communication skills.
Must be at least 18 years old.

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 the client experience through hospitality and studio amenities, building personalized experiences that positively affect sales and service.
Act as a brand ambassador by warmly welcoming and assisting clients and providing an experience consistent with the Barry’s brand.
Mentor, influence, and motivate peers in support of Barry’s initiatives, practices, and policies.
Develop and maintain constructive, cooperative relationships with clients and staff.
Assist clients, build individual connections, and provide direction for questions or concerns.
Communicate timely and efficiently with studio leadership, peers, supervisors, and co-workers by telephone, in writing, email, text, or in person.
Deliver first-class client experience and hospitality.
Greet, assist, and check in customers.
Respond to customer 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 client data capture and accuracy and communication about events and campaigns.
Motivate the team and build positive morale to drive results through accountability and recognition of successes.
Provide timely, same-day coaching and feedback to team members and communicate recaps to the line manager.
Deliver operational excellence across studio processes.
Maintain a clean and welcoming atmosphere.
Guide clients regarding current 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 and customize service to customer needs.
Maintain product knowledge for studio retail operations.
Participate in relevant training, development programs, and meetings as directed by Operations leaders.
Work a flexible schedule that may include weekends, holidays, morning shifts, or night shifts, and adhere to work schedule and minimum availability requirements.
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 as directed.
Help deep-clean, organize, and service common areas, including the lobby, Fuel Bar, Red Room/Lift/Ride spaces, retail shelves, locker rooms, hallways, and storage areas.
Collect, wash, and fold towels as part of laundry services.
Complete daily and weekly cleaning and maintenance checklists.
Uphold Barry’s community and culture standards and live the company mission, vision, and values daily.
Represent the Barry’s brand within the studio and throughout the PA fitness community.
Participate in and enhance the community with studio and regional teams.
Ensure existing and new clients receive the highest level of hospitality.
Maintain the client database and use its information to increase client contact.
Support and attend community social functions to generate new business, invite current and prospective clients to in-studio events, and conduct outreach through curated clienteling tools.