Now Hiring - Client Success Manager + Yoga, Barre, Pilates Instructor in Maumee, OH

Job Description:

The client success manager (CSM) is the person in charge of everything from the warm and fuzzy feelings clients have when they leave the studio, to handling the disgruntled client who just wants to be seen and heard. This person eats, sleeps and breathes yoga, barre and pilates. They understand everything that makes a client successful in these classes, and joyful and coming back for more.

The CSM is responsible for keeping a pulse on the happiness and overall success of the clients, and overall awareness of how that happiness and success factors into retention (growth and health of the studio) - average revenue/member (ARM) and length of engagement (LEG). The CSM knows when a client’s milestone is approaching, when they’ve had a significant life event, and when to present a new onesie as a congratulations for the birth of a baby, or a bundle of flowers for a client who has suffered a loss. The CSM is also responsible for setting the tone for the instructors on what the overall experience each client should have from the moment they walk in the door, to the second they leave, and their relationship with Vault.

A great CSM would have at least 1 certification in one of the three modalities of yoga, barre or pilates, but having all three would be a major bonus. Staying relevant on what styles are exciting and helpful to the client journey and being able to guide clients successfully through goal reviews with information on all options of services offered at both locations will be essential to success in this role.

The CSM will be expected to teach at least 3-4 days/week so that they are staying in touch with the clients on a very real level (besides checking in with goal reviews and general check ins).

Roles and Tasks:

Mange studio lead nurture, client acquisition process, and reporting

• Make sure that all leads from social media, email and website are contacted, tracked, and offer to schedule a consultation
• Manage Google reviews and former member re-engagement
• Handle all billing and cancellations
• Produce weekly reports

Manage studio schedule

• Make sure the styles and times on the schedule are best suited for the clients
• Make the call on canceling or adding classes due to low attendance, needing to add a class due to increased attendance, or due to inclement weather
• Be in constant pursuit of how to execute every class to provide the best possible experience for the clients.
• Keep track of attendance and necessary metrics to track client success and retention

Manage Goal Reviews

• Ensure every client has solid documentation on their goals, and hold consistent 90 day goal reviews with each of them to ensure they are receiving the value of the services they pay for.
• Use a ‘help first’ mentality when working with clients to ensure that they are receiving the right benefits from their membership and help guide them to change course as necessary (upsell or downgrade or move to a different type of class style all together).
• Execute 14-30-60 day check in conversations with new clients

Manage client experience

• The CSM is responsible for making sure the client experience meets Vault Brand expectations every time. This includes but is not limited to:Classes start on time, every time

Studio cleanliness
Music/lighting

• Client communications regarding goal reviews, check ins, inclement weather announcements and more will be this person’s responsibility daily.

Oversee teacher execution of client experience

• Stay in constant communication with the teaching staff to ensure that the client experience is consistent across the board
• Communicate with the teaching staff on any important announcements regarding clients (birthdays, injuries, goal milestones, etc.)
• Take part in teacher evaluations to ensure that their instruction matches the client experience that is expected.
• Ensure the studio is staffed to deliver published schedule for barre, pilates, and yoga

Partner with the owner to establish best practices and ensure execution of best practices are brought to life

• Teach and train all instructors on best practices
• Lead team meetings 1-2x/mth with all instructors

Maintain the atmosphere, spirit and goals of Vault Health & Fitness

Qualifications:

• Understand the vision of the company and are committed to implementing it.
• Must be well spoken and comfortable with in-person, over-the-phone and online communication.
• Must be well organized and task oriented.
• Are able to lead others and help others improve performance.
• Often have strong skills in social media, spreadsheets, website management and general computing.
• Earn the respect of other staff members and lead by example.
• Are knowledgeable about all aspects of the business.
• Perform consistently well on evaluations (90 percent or better).
• Are timely and respectful of the standards of care and behavior.
• Must have at least a yoga, barre or pilates certification- all three, or 2 of 3 are preferred.

Reports To:

The owner

Growth Opportunities:

1. Increased number of weekly group training sessions

2. Increased number of weekly personal training sessions

3. Specialty programs

4. Member goal review sessions

5. Onboarding personal training program

6. Increased sales consultations and administrative responsibilities

Terms of Employment:

Vault Health & Fitness is an at will employer.

Compensation Information:

Client Success Manager admininstrative roles: $20/hour (estimated 15 hours/wk to start, scaling to 25 hours/wk by the end of year 1)

Yoga Group Sessions: $30-$35/session

Barre Group Sessions: $30-$35/session

Pilates Sessions: $35-$40/session

Personal Training: $35-$40/session

Specialty Programs: 44% of revenue generated from your programs

Availability Expecations:

Group coaching availability: Weekday morning sessions start at 5:30am and end at 10:30am. Shift time is approximately 5am-11am.

Weekday evening sessions start at 5:30pm and end at 7:30pm. Shift time is approximately 5pm-8pm.

Saturday morning group sessions begin at 7am and end at 10am. Shift time is approximately 630am-1030am.

This position will include 3-4 days of group coaching each week, with a mix of early/mid morning and evening sessions, including a Saturday morning rotation 1-2x/mth. Personal training sessions will be available.

Benefits Information:

Group training membership for yoga and barre

Significant other receives special group training membership pricing for yoga and barre

Wholesale pricing on supplements

Discount on lululemon apparel

Complimentary chiropractic care by a leading local provider

Healthcare benefits are available if average working hours are over 30 hours/week in your first year of employment

Mission and Core Values:

We’re excited to add someone to our team that believes in our mission and lives our core values.

Our mission is to help our clients unlock a better quality of life through health and fitness coaching.

We want to be the 3rd gathering place in the lives of our members.

We bring our mission to life through our core values:

1. Relationships Over Everything - Healthy, happy relationships are at the core of who we are and is critical to guiding members on their journey to unlocking a better quality of life.

2. Lead From The Front - As leaders in our community, we must lead from the front, by doing the work, by clearing the path for others, and by living the lifestyle that we’re teaching in our community.

3. Winners Win - No matter how hard the journey, no matter how long the process takes, no matter how many losses and setbacks are experienced - we believe that Winners find a way to win. Winning is in our DNA. We see the journey through until we Win. Our actions and mindset influence our members to win individually and our community to win collectively.

4. Teamwork - If you want to go fast, go alone. If you want to go far, go together. We won’t leave a legacy in our community through health and fitness on our own. Together, we can bring our mission to life and unlock a better quality of life for everyone we serve.

How To Apply:

If you’re excited after reviewing the information above and would like to take the first step of joining our award winning team, please share your resume through this Indeed posting. If you feel a cover letter is helpful in communicating your interest in this role, we encourage you to include that.

Job Type: Full-time

Pay: $20.00 - $40.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Maumee, OH 43537: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)
• Yoga, Barre or Pilates: 1 year (Required)

Work Location: One location