Performance & Wellness Experience Manager

Job Description

Job Description

Summit Athletic Club is looking for an energetic, organized, sales-minded Recovery & Wellness Experience Manager who loves working directly with people and creating an exceptional client experience. This is not a sit-behind-a-desk office manager position. We are looking for someone who wants to be on the floor, interacting with clients, answering questions, solving problems, connecting our services, and making sure every person who walks through our Recovery & Wellness Center receives world-class service. Our center offers a growing combination of Recovery services, Wellness services, Red Light Therapy, 3-D Body Scanning, memberships, products, treatments, and other health and performance services. We already have managers overseeing our individual departments. What we need is someone who can help connect everything together from the client’s point of view. Hourly Pay is based on experience.

What You’ll Do

You’ll become one of the most knowledgeable people in the center about how everything works and help clients navigate their entire experience.

Responsibilities include:

● Be highly visible and engaged with clients throughout the Recovery & Wellness Center.
● Welcome clients, ask questions, learn what they’re trying to accomplish, and help connect them with the right services.
● Understand our Recovery, Wellness, Red Light, 3-D Body Scan, membership, product, and service offerings.
● Help educate clients on available services and identify opportunities to introduce them to additional services that may benefit them.
● Assist with memberships, packages, products, upgrades, checkout, and proper client charging.
● Understand scheduling, charting, checkout, payment, and administrative systems.
● Help make sure appointments, charges, packages, and client information don’t fall through the cracks.
● Assist the front desk during busy periods and whenever additional support is needed.
● Help troubleshoot scheduling, payment, checkout, and administrative issues.
● Follow up with clients and help turn inquiries, scans, consultations, and visits into long-term relationships.
● Help maintain a clean, organized, stocked, professional, and welcoming environment.
● Notice problems before someone has to point them out and take initiative to get them resolved.
● Assist with promotions, events, social media, client communication, and marketing initiatives.
● Help monitor products, supplies, and inventory.
● Communicate operational problems or opportunities to the appropriate department manager.
● Work closely with our Recovery and Wellness teams to create a seamless experience for the client.

Who We’re Looking For

The right person is someone who naturally thinks:

“What does this client need, how can I help them, and what can I do to make their experience better?”

We’d love to find someone with experience in areas such as:

● Medical spa or wellness center
● Chiropractic or physical therapy office
● Health, fitness, or recovery facility
● Aesthetics
● Medical or dental office
● High-end hospitality
● Membership or service-based sales
● Front-office or practice operations

Previous experience with sales and customer service is extremely important.

We’re looking for someone who is:

● Extremely personable and comfortable talking with people
● Sales-minded without being pushy
● Organized and detail-oriented
● Comfortable learning multiple systems
● Great at multitasking
● Proactive and solution-oriented
● Dependable and accountable
● Professional in appearance and communication
● Comfortable jumping in wherever needed
● Passionate about health, fitness, wellness, and helping people

Important Role Distinction

This position does not manage doctors, direct clinical care, or replace our existing Recovery or Wellness managers.

Instead, this person owns something extremely important:

The client’s experience.

You will help make sure our departments work together from the client’s perspective, that questions get answered, opportunities aren’t missed, clients aren’t bounced from person to person, and everyone receives the level of service Summit Athletic Club expects.

What Success Looks Like

When you’re doing this job well:

• Clients feel taken care of.
• The center stays organized.
• The front desk has support.
• Departments communicate.
• Sales opportunities aren’t missed.
• Problems get solved quickly.
• And clients discover services that can genuinely help them.

If you’re someone who sees what needs to be done without waiting to be asked, loves working with people, enjoys sales, and takes pride in delivering world-class service, we’d love to meet you.