Experience Manager

Movati • Ottawa, ON

7d • Onsite

About The Position

The Experience Manager at Movati Athletic is a crucial leadership role responsible for leading, inspiring, building, and motivating a high-performance team to deliver an exceptional member experience. Movati's goal is to be recognized as North America's premiere affordable fitness brand, and this role is seen as a brand ambassador and experienced operations leader aligned with the company's values of Care, strong Work Ethic, Authenticity, Diversity, and Commitment to a healthy work environment. The role involves hands-on club operations, improving processes and services, and driving total club revenue and profitability. The Experience Manager actively participates in Club Management department meetings to align on business objectives and events, and brings the Movati brand to life by connecting members to their wellness goals. Reporting to the General Manager, this position is a primary point of contact for coaching, managing, and motivating the team to uphold Movati’s service model. The role emphasizes a Servant Leadership mentality, focusing on creating a positive and healthy workplace environment with opportunities for challenge and advancement. Collaboration with the General Manager and People & Culture is also involved for recruitment, selection, and maintaining a talent pipeline, as well as overseeing effective training and orientation sessions to establish culture and service standards.

Requirements

• 5+ years of Customer Service experience with a demonstrated ability to deliver an exceptional customer, client or member experience.
• Sales experience.
• Demonstrated ability to deliver results through motivation, inspiration, and accountability.
• Demonstrated leadership and people management experience.
• Proven success in leading, training, and motivating teams.
• Ability to articulate how you have achieved operational success and delivered meaningful membership and customer growth in your past experiences.

Nice To Haves

• Related industry experience preferred (i.e. retail, hospitality, leisure, fitness, etc.).

Responsibilities

• Lead, inspire, build and motivate a high-performance team that delivers on the promise we make to our members – feel welcome feel comfortable and feel healthy.
• Execute business-savvy skills and develop an in-depth understanding of club operations and key functions across all departments.
• Work to improve processes and services, while driving total club revenue and profitability.
• Actively participate in leading Club Management department meetings to create alignment around key business objectives, opportunities, and Club events.
• Bring the Movati brand to life by connecting members to their individual wellness goals and assisting in their achievement.
• Coach, manage and motivate your team to serve our members through Movati’s above-and-beyond service model.
• Be the beacon of what success looks like for our team members by creating a positive and healthy workplace environment that provides opportunities for challenge and advancement.
• Collaborate with the General Manager and People & Culture for recruitment and selection of all positions while maintaining an active pipeline for talent.
• Oversee effective training and orientation sessions in establishing and maintaining culture as well as service standards specific to the Movati brand.

Benefits

• Competitive total compensation package
• Industry leading base salary
• Short-term incentive plan
• Group benefits
• Complimentary membership
• Leadership training
• Accommodations are available on request for candidates taking part in all aspects of the selection process

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees