Studio Experience Lead - Durham, NC

Job Description

Job Description

[solidcore] is looking for an energetic, outgoing, and personable individual to join our team as a full-time Studio Experience Lead (SEL). This role provides comprehensive support to the Head Coach Community Manager across studio operations, client experience, sales, and coaching. Studio Experience Leads contribute to [solidcore]'s success by generating sales, promoting the studio, delivering a best in class client experience with professionalism and patience, and maintaining brand consistency across all touchpoints.

You will be responsible for:

STUDIO & CLIENT EXPERIENCE

• Owning [solidcore]'s client experience acronym, CORE, within the studio: C: connecting with a warm welcome and using the client's name, O: opening up connections to the community, R: recognizing efforts in class, milestones, and achievements, and E: educating about offers and thanking clients for coming
• Provide 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 within the studio, via phone, and via email; performing routine client-facing system tasks such as new account set-up, scheduling, purchases, and other general account management
• Regularly interacting with clients and obtaining, assessing, and addressing information on client needs, expectations and levels of satisfaction
• Reviewing and responding to client feedback; responding to client concerns promptly and effectively
• Notifying the Head Coach Community Manager and/or member of the studio management team of any employee or client concerns

BRAND CONSISTENCY/MANAGEMENT

• Reporting to Area Manager, and assist with managing day-to-day operations of the studio for the HCCM and implementing company-wide strategies, policies, procedures, and overall maintenance while ensuring the studio stays meticulously clean
• Being of service to our clients by being aware of studio issues, events, or schedule changes and communicating them to clients and [solidcore] team members as needed
• Maintaining product knowledge for all studio retail operations, including class packages, beverages/towels, and promotions
• Quickly addressing any maintenance or equipment issues that are visible to clients
• Alerting coaches about client milestones and setting up the celebration board

SALES

• Educating clients on the best membership option to optimize their personal goals, lifestyle, and preferences; owning membership conversation rate and membership mix within the studio
• Delivering revenue and sales targets; managing outreach and follow up for client leads within [solidcore]'s sales platform, phone, and/or email to meet monthly sales quota
• Maximizing in-studio revenue through proactive client engagement and follow-up
• Following up with client lists in Axle to meet monthly sales targets
• If applicable, and based on the needs of the business, hiring, training, and managing a team of part-time core crew; developing core crew talent with direct accountability to their overall performance

COACHING

• Coaching [solidcore] classes with a set quota of 5 classes/week (dictated by business needs); consistently meeting brand expectations while serving as an exemplary coach to part-time staff

What we need from you:

• High school education, some college preferred
• This is a permanent, non-exempt, full-time position with an expected 40 hours per week (including classes coached).
• 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

What skills & experience you'll bring to us:

• 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
• 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

Compensation & Benefits:

• Compensation: $22.92-$26.50 hourly
• Bonus eligibility based on performance
• Monthly cell phone stipend
• 401k with employer match
• Health, dental, & vision insurance
• Flexible PTO
• Free drop in classes at [solidcore]
• And MORE