Community Experience Manager

DivaDance•Toledo, OH

38d•Onsite

About The Position

As Community Experience Manager (CEM) for DivaDance Toledo, you are the face of the studio and the engine behind its growth. You own the studio's results, and you're accountable for hitting and beating its goals for sales (new and rejoining members) and retention (keeping current members). A strong, welcoming community is how you get there: you turn first-timers into regulars, and regulars into loyal members. You're the one role that has to be physically present. You're in most classes, you can sub in when needed, and you're the person clients know by name. HQ and our centralized tools handle the back end, so speed-to-lead booking, first-visit texts, and lead routing run through Carmen and HQ systems. That means your energy goes where it counts: in the room, with people, closing and keeping members.

Requirements

Love people and love to dance.
Can teach choreography with energy and warmth, and can sub in when needed.
A natural salesperson who doesn't feel "salesy."
Connect, listen, and ask for the commitment.
Organized and accountable.
Hit your numbers and own your scoreboard.
Comfortable with technology and tools (Mindbody, our lead systems, social platforms).
Thrive on evenings and weekends when our classes run.

Responsibilities

Deliver Champagne Quality in every class: Cardio, Choreo, and Connection.
Greet every first-time client, learn their emotional "why," and make sure they leave wanting to come back.
Drive First Visit Return Rate to the 50% benchmark and Trial Conversion Rate to the 30% benchmark.
Run the Day-One Ask and present membership at the right moment, every time.
Make Opportunities to Sell (OTS) happen in as many classes as possible.
Build the relationships that keep members enrolled month after month.
Schedule and complete Confidence Calls with trials and new members to remove friction and lock in commitment.
Document the emotional why, confirm the location works for them, and present membership and incentives.
Follow up persistently and warmly until every lead has a clear next step.
Monitor the lead pipeline that Carmen and HQ run, and intervene when a lead is slipping through.
Protect revenue: stay on top of failed and declined payments, cancellations, and freeze requests with a save-first mindset.
Coordinate class coverage and subs so the schedule never has a gap.
Pull and own your scoreboard numbers, and come to the weekly L10 prepared.
Keep the studio active and visible on Instagram, TikTok, and the local Facebook group.
Use social to drive bookings and to deepen retention with current members.
Capture and share the energy of the community: class moments, member wins, upcoming sessions.