About the Role
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