Client Experience Manager

Job Description

Job Description

Salary: $16 per hour plus BONUS!

Burn Boot Camp

Client Experience Manager (CEM)

Hours: MondayFriday, 5:00 AM12:00 PM (approx.)
Some evenings required between 4:00 PM7:00 PM
Some Saturdays required between 6:00 AM10:00 AM

Position Overview

The Client Experience Manager (CEM) oversees all aspects of the client experience once a client has entered the gym. This role ensures an exceptional in-gym experience, manages daily operations, and maintains communication across all staff and leadership teams.

The CEM also oversees gym maintenance and communicates any repair needs to the Franchise Partner (FP).

As Burn Boot Camp continues to evolve, responsibilities may adapt to meet new demands, improve performance, and increase operational efficiency.

The CEM works closely with the Head Trainer and Franchise Partner (FP) and provides leadership to the Burn Ambassadors and Childcare Staff.

Meetings

• Bi-weekly: CEM, Head Trainer, and FP
• Monthly: CEM, Head Trainer, and FP

Gym Operations

• Communicates with FP regarding maintenance or repair needs.
• Ensures gym cleanliness by enforcing daily/weekly cleaning checklists.
• Works a minimum of three in-gym shifts per week, with at least two PM shifts monthly, excluding promotional periods when full in-gym presence is required.
• Completes quarterly member account audits.
• Inputs and updates monthly trainer schedules in MindBody (MB).
• Ensures all staff uphold Burn Boot Camp standards and responsibilities.
• Identifies operational gaps, proposes solutions, and communicates them to leadership.

Staff Management

• Manages staff scheduling through When I Work (WIW).
• Reviews and corrects missing punches/edits in WIW before payroll submission.
• Oversees staff training, meetings, and follow-ups as needed.
• Communicates new policies, updates, and processes to staff.
• Acts as the primary contact for staff inquiries.
• Identifies hiring needs; interviews and hires new staff.
• Ensures onboarding checklists, training schedules, and all new hire paperwork are completed and submitted to the FP.
• Partners with FP on staff terminations and system deactivations.
• Provides disciplinary guidance in collaboration with the FP.
• Covers shifts when needed to ensure the client experience is never compromised.
• Maintains consistent one-on-one engagement with staff to ensure awareness of internal updates, events, and promotions.
• Ensures trial trackers are updated daily by Burn Ambassadors.
• Follows up with the Head Trainer on trial clients and updates the client log accordingly.

Retail Management

• Manages inventory transfers between home gyms.
• Conducts and verifies monthly retail inventory audits.
• Updates retail markdowns and provides input on promotional opportunities.
• Confirms receipt and accuracy of new retail orders, communicating issues to the FP.
• Verifies that new retail quantities are properly entered into the system.

Client Communications

• Acts as the primary contact for client inquiries and ensures proper follow-up by the appropriate team members.
• Texts all new Saturday clients.
• Runs weekly Last Visit reports and contacts clients who have not recently attended.
• Completes all follow-ups assigned in MB, logging updates in both the Trial Tracker and Client Log.
• Leads and participates in client engagement events, both in and out of the gym.
• Assists in planning and executing future events.