Studio Experience Lead - Laguna Niguel, CA

[solidcore]•Laguna Niguel, CA

3d•$52,221 - $60,368

About The Position

[solidcore] is seeking an energetic, outgoing, and personable full-time Studio Experience Lead (SEL). The role provides comprehensive support to the Head Coach Community Manager across studio operations, client experience, sales, and coaching. Studio Experience Leads contribute to the studio’s success by generating sales, promoting the studio, delivering a professional and patient client experience, and maintaining brand consistency across all touchpoints. The Studio Experience Lead provides operational leadership and direction to the Core Crew team, coordinates daily priorities, supports client communications and account management, and helps oversee studio operations and maintenance. The role also educates clients about memberships and promotions, follows up with leads to meet sales targets, and coaches a quota of five classes per week, as dictated by business needs.

Requirements

High school education; some college preferred.
Able to lift up to 30 pounds and walk through all areas of the studio.
Able to stand for long durations.
Able to work a flexible schedule that meets business needs, 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.
Willing to initiate tasks and perform duties without direction.
Passion for fitness, wellness, and the [solidcore] brand.

Nice To Haves

Some college education.
Two or more years of sales and/or customer service experience.
One or more years of coaching experience.
MBO experience.
Demonstrated leadership and/or team management experience.

Responsibilities

Own and deliver [solidcore]’s CORE client experience in the studio: connect with a warm welcome and use clients’ names, open connections to the community, recognize client efforts and milestones, and educate clients about offers and thank them for attending.
Provide operational leadership and direction to the Core Crew team, coordinate daily priorities, reinforce studio standards, and serve as the primary point of contact for team needs.
Manage local client communications in the studio, by phone, and by email; perform client-facing system tasks such as account setup, scheduling, purchases, and general account management.
Interact regularly with clients and assess and address their needs, expectations, and satisfaction.
Review and respond to client feedback and address client 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-wide strategies, policies, and procedures; maintain the studio and ensure it remains meticulously clean.
Communicate relevant studio issues, events, and schedule changes to clients and team members.
Maintain product knowledge for studio retail operations, including class packages, beverages, towels, and promotions.
Address visible maintenance or equipment issues promptly.
Alert coaches to client milestones and set up the celebration board.
Educate clients about membership options suited to their goals, lifestyle, and preferences; own the studio’s membership conversation rate and membership mix.
Deliver revenue and sales targets; manage lead outreach and follow-up through [solidcore]’s sales platform, phone, and/or email to meet monthly sales quotas.
Maximize in-studio revenue through proactive client engagement and follow-up, including contacting client lists in Axle.
If applicable and based on business needs, hire, train, and manage part-time Core Crew staff and develop their talent, with accountability for their performance.
Coach [solidcore] classes at a quota of five classes per week, as dictated by business needs, meet brand expectations, and serve as an exemplary coach to part-time staff.