Studio Experience Lead - Woodcliff Lake, NJ

[solidcore]•Woodcliff Lake, NJ

2d•Onsite

About The Position

The Studio Experience Lead (SEL) is a full-time role responsible for supporting the Head Coach Community Manager in various aspects of studio operations, including client experience, sales, and coaching. The SEL plays a crucial role in driving sales, promoting the studio, ensuring a high-quality client experience, and maintaining brand consistency. This position involves direct client interaction, operational leadership, sales target achievement, and potentially team management and coaching.

Requirements

High school education, some college preferred
Ability to lift up to 30 pounds and walk through all areas of the studio
Ability to work a flexible schedule that meets the needs of the business, including mornings, evenings, holidays, weekends, and closing hours
Excellent interpersonal and communication skills
Outstanding customer service skills
Strong organizational skills and careful attention to detail
Must be willing to initiate tasks and perform duties without direction
Ability to stand for long durations of time

Nice To Haves

2+ years sales and/or customer service experience preferred
1+ years coaching experience preferred
MBO experience preferred
Demonstrated leadership and/or team management experience preferred
Passion for fitness, wellness, and the [solidcore] brand

Responsibilities

Owning the studio's client experience by connecting with clients, opening up community connections, recognizing client efforts and milestones, and educating clients about offers.
Providing 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.
Managing local client communications via phone and email, including new account setup, scheduling, purchases, and general account management.
Regularly interacting with clients to understand and address their needs, expectations, and satisfaction levels.
Reviewing and responding to client feedback and concerns promptly and effectively.
Notifying management of any employee or client concerns.
Assisting with the day-to-day operations of the studio, implementing company-wide strategies, policies, and procedures.
Ensuring the studio remains meticulously clean.
Communicating studio issues, events, or schedule changes to clients and the team.
Maintaining product knowledge for all studio retail operations, including class packages, beverages/towels, and promotions.
Addressing maintenance or equipment issues visible to clients.
Alerting coaches about client milestones and setting up the celebration board.
Educating clients on membership options to optimize their goals, lifestyle, and preferences.
Owning the membership conversation rate and membership mix within the studio.
Delivering revenue and sales targets by managing outreach and follow-up for client leads.
Maximizing in-studio revenue through proactive client engagement and follow-up.
Following up with client lists to meet monthly sales targets.
Potentially hiring, training, and managing a team of part-time core crew, and developing their talent and performance.
Coaching [solidcore] classes with a set quota of 5 classes/week, consistently meeting brand expectations and serving as an exemplary coach.