Studio Experience Lead - Laguna Niguel, CA

[solidcore] • Laguna Niguel, CA

2d

About The Position

[solidcore] is hiring a full-time Studio Experience Lead (SEL) to support the Head Coach Community Manager across studio operations, client experience, sales, and coaching. The role contributes to studio success through sales generation, studio promotion, attentive client service, and consistent representation of the brand.

The SEL leads the in-studio client experience using [solidcore]'s CORE approach: welcoming clients and using their names, building community connections, recognizing efforts and milestones, and educating clients about offers. The role provides operational direction to the Core Crew team, manages local client communications and routine account tasks, addresses feedback and concerns, and alerts studio management to employee or client issues.

Reporting to the Area Manager, the SEL assists with day-to-day studio management and implementation of company strategies and procedures. Responsibilities include maintaining a clean studio, communicating studio updates, maintaining knowledge of retail offerings, resolving visible maintenance or equipment issues, and recognizing client milestones.

The role owns membership conversations and sales activity, including lead outreach and follow-up through [solidcore]'s sales platform, phone, email, and Axle. Depending on business needs, the SEL may hire, train, and manage part-time Core Crew staff. The SEL also coaches a quota of five [solidcore] classes per week, as dictated by business needs, and models brand expectations for part-time staff.

Requirements

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

Nice To Haves

• Some college education.
• 2+ years of sales and/or customer service experience.
• 1+ years of coaching experience.
• MBO experience.
• Demonstrated leadership and/or team management experience.
• Passion for fitness, wellness, and the [solidcore] brand.

Responsibilities

• Deliver the CORE client experience by welcoming clients, building community, recognizing client efforts and milestones, and educating clients about offers.
• Provide operational leadership and direction to the Core Crew team, coordinate daily priorities, reinforce studio standards, and serve as a primary contact for team needs.
• Manage client communications in the studio, by phone, and by email, and perform account tasks such as account setup, scheduling, purchases, and general account management.
• Interact with clients to assess and address their needs, expectations, and satisfaction.
• Review and respond to client feedback and concerns promptly and effectively.
• Notify the Head Coach Community Manager and/or studio management team of employee or client concerns.
• Assist with day-to-day studio operations and implementation of company strategies, policies, and procedures while maintaining a meticulously clean studio.
• Communicate studio issues, events, or schedule changes to clients and team members as needed.
• Maintain product knowledge for studio retail operations, including class packages, beverages, towels, and promotions.
• Address client-visible maintenance or equipment issues promptly.
• Alert coaches to client milestones and prepare the celebration board.
• Educate clients about membership options suited to their goals, lifestyles, and preferences; manage membership conversation rate and studio membership mix.
• Meet revenue and sales targets, manage lead outreach and follow-up, and maximize in-studio revenue through proactive client engagement.
• Follow up with client lists in Axle to meet monthly sales targets.
• If required by business needs, hire, train, and manage part-time Core Crew staff and develop their performance.
• Coach five [solidcore] classes per week, as dictated by business needs, and meet brand expectations while serving as an exemplary coach.

Benefits

• Performance-based bonus eligibility.
• Monthly cell phone stipend.
• 401(k) with employer match.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Flexible paid time off.
• Free drop-in classes at [solidcore].

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED