Customer Success Manager
Noetica | Comunicazione e Web Marketing
Studio Manager
FACEGYM
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead and develop the studio team; report to District Manager for NY & LA
- Oversee day-to-day studio operations and ensure studios and work stations are clean and presentable
- Drive revenue, profitability and consistent financial growth; ensure all teams' KPI targets are met
- Champion exceptional customer service and maintain exceptional customer experience; deliver Workouts in accordance with protocols
- Assess occupancy rates; inspire team to improve occupancy and rebook goals
- Drive success of the membership programme; promote benefits and encourage sign-ups
- Manage studio inventory to ensure necessary products and equipment are stocked
- Ensure health & safety guidelines for sterilization and storage of equipment are adhered to
- Support the team with selling challenges and create retail theatre to attract customers
- Confidently manage and resolve customer complaints in-person and over the phone
- Build and constantly update knowledge on skincare, products and Workouts
- Recruit new trainers and safeguard their induction program; conduct bi-annual performance reviews and employee relations investigations
- Accurately complete and check all required paperwork and reports; be skilful on Zenoti
- Operate point of sale systems, card machines and tills; provide management cover across locations and sites as needed
Requirements
- At least 3 years experience managing a retail location of more than 10 individuals
- Previous people management experience with proven ability to lead and develop a team
- Motivational people leader who inspires high performance and engagement
- Can-do, entrepreneurial attitude
- Ability to work under pressure and meet tight deadlines
- Excellent negotiation and communication skills
- Strong numeracy skills; ability to analyse and interpret financial data
- Experience recruiting, onboarding and inducting new trainers
- Experience conducting performance reviews and employee relations investigations
- Experience with Zenoti system and operating point of sale systems, card machines and tills
- Ability to manage customer complaints and deliver exceptional customer service
- Knowledge of skincare, products and FaceGym Workouts or willingness to build product knowledge
