Client Success Manager

Client Operations Lead

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
• 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