Client Operations Lead

Description:

The Client Operations Lead is an introductory leadership position that involves hands-on support in driving studio sales and operations, ensuring efficiency and quality across all areas of the business. The Clients Operations Lead plays a crucial role in ensuring every client has an exceptional in-studio experience, working closely with the studio team to maintain high standards of hospitality and communication. Acting as a positive brand ambassador, this role is key in fostering memorable client experiences that reinforce our commitment to our fitness community.

What You'll Do

Serve as studio leader in absence of GM/AGM/COS
Assess customer needs, maintain quality standards for services, and evaluate customer satisfaction 
Support the client experience with hospitality and studio amenities to build personalized experiences with the goal of positively impacting both sales and service
Be an effective brand ambassador, ensuring clients are warmly welcomed, assisted accordingly, and have a memorable experience commensurate with the Barry’s brand
Serve as mentor, influencer and motivator of peers supporting all Barry’s initiatives, practices and policies
Develop constructive and cooperative working relationships with clients/staff, and maintain them over time
Assist clients, building individual connections, and providing direction with any questions or concerns
Communicating with studio leadership, peers: the candidate must provide information to supervisors and co-workers, by telephone, in written form, e-mail, text, or in person in a timely and efficient manner
Deliver first class client experience or hospitality at all times
Greet, assist and check in customers
Respond to customer questions at the studio, per phone and email
Handle studio membership database, register new clients, receive membership payments and maintain client base
Support marketing initiatives including client data capture and accuracy, communication on events and campaigns
Motivate team and build positive morale in order to drive results through accountability and celebrating successes
Provides timely, same day coaching and feedback to team members and communicates recaps to their line manager appropriately.
Deliver operational excellence in all studio processes
Ensure a clean and welcoming atmosphere at all times
Guide clients with regards to the latest studio promotions, membership discounts and/or special events
Deliver quality shakes and customer service in the Fuel Bar
Handle pre-orders and orders on the spot
Custom to each customer’s needs

Maintain product knowledge for all studio retail operations
Participate in all relevant training and development programs and meetings as directed by Operations leaders
Have flexibility with schedule, having the ability to work weekends, holidays, morning or night shifts and adhere to work schedule, and meeting minimum availability requirements
Facility Maintenance

Support in Preparing studio spaces before, after, and in-between classes by cleaning exercise equipment, sweeping, mopping and/or vacuuming floors, and wiping mirrors
Support in cleaning and maintaining of locker rooms to brand standard as directed
Support in regular deep cleaning, organization, and service of common areas, including the lobby space, FuelBar, Red Room/Lift/Ride spaces, retail shelves, locker rooms, hallways, and storage areas
Support in Laundry services, including collecting, washing, and folding towels
Support daily and weekly cleaning and maintenance checklists

Company Culture Responsibilities

Work to uphold Barry’s community and culture standards, and live the company mission, vision, and values daily. 
Represent the Barry’s brand within the studio and throughout the PA fitness community. 
Assist in participating in and enhancing the community with your studio and regional teams.

Customer Service

Ensure all existing and new clients are provided with the highest level of hospitality 
Maintain client database and utilize information to increase client contact
Support and attend social functions within the community to generate new business, invite current and prospective clients to in-studio events, and reach out through curated clienteling tools

Qualifications

Strong hospitality customer service skills and alignment with Barry’s Mission, Vision and Values.
Availability to work 4 to 5 shifts, one being a weekend day
Friendly, outgoing personality and enjoy social interaction
Exhibits enthusiasm for the studio and for the job
Must be a patient, courteous listener, able to show empathy
Responding to clients request with a can-do attitude
Cooperative manner with a focus on team culture. 
Ability to prioritize and work within a fast-paced environment
Have an eye for detail and care for the studio’s appearance and cleanliness
Work as a cohesive team with all Barry’s staff members to ensure efficiency and effectiveness
Maintain a professional appearance and behavior
Demonstrate excellent communication skills
Candidates must be at least 18 years or older to apply