Client Experience Manager

Client Experience Manager

Requirements

• 3-5 years experience leading a customer experience team, required (high-end fitness, retail, or hospitality experience preferred)
• 2 or more years of experience with customer experience digital platforms, required (ticketing systems, CRM, NPS software, call center software, etc.)
• Experience using AI for customer communication, required; experience with Intercom software strongly preferred
• Experience with end-to-end membership strategy and processes (strongly preferred)
• Bachelor’s degree (preferred)
• Previous experience working in a high-growth client experience organization
• Tech-savvy with proficiency in booking software, Microsoft Excel/Google sheets, Tableau
• Agile, creative, quick-thinker who can pivot quickly between tasks and adapt to rapidly shifting expectations and client goals
• Excellent communication skills; comfortable with face-to-face client interactions
• Strong organization, problem-solving and interpersonal skills with keen attention to detail
• Ability to turn ideas into workable plans while anticipating client and team needs
• Strong business and financial acumen and experience analyzing and interpreting data
• Team player who’s not afraid to jump in and tackle a new assignment, no matter how challenging or unfamiliar
• Experience in leading a team and building a talent pipeline
• Positive entrepreneurial and resourceful problem-solving attitude
• Passion for fitness, wellness, and the [solidcore] brand
• Lives within 20 miles of a [solidcore] studio

Responsibilities

• Represent the [solidcore] culture, in a creative, strategic and fast-paced environment.
• Monitor and influencing key performance metrics including response/resolution time, QA, customer satisfaction, NPS, renewal rate, and reference-ability
• Develop company-wide initiatives and strategies to deliver best in class experience to our internal and external clients
• Reconcile client grievances immediately, driving retention performance
• Inspire, lead, and support internal teams to drive results for clients and the organization
• Serve as a day-to-day contact for client escalations and elevated needs
• Oversee all [solidcore] communication channels, including replying to inbound client messages as needed, delivering a high-caliber, on-brand experience in every interaction
• Support the [solidcore] membership management process by developing and implementing new strategies to drive membership growth and retention while identifying opportunities to enhance the [solidcore] membership experience
• Manage client experience projects, including but not limited to resource and tool creation, AI and self-service workflow creation and optimization, and new initiative implementation
• Supervise, develop, and train direct reports, creating opportunities for team members to learn and grow – promoting and retaining a collaborative, inclusive work environment conducive to success
• Create and monitor team schedules to ensure adequate support across the omnichannel
• Work in partnership with the Ops team to manage the day-to-day operations of [solidcore] studios
• Collaborate with cross-functional partners on key initiatives with a focus on CX excellence
• Manage daily, weekly, and monthly reporting, analyzing and sharing key client insights and metrics, including client themes, CSAT, Quality, responsiveness, NPS, and payroll
• Serving as a lead representative of the [solidcore] community in all aspects

Preferred Qualifications

• Experience with end-to-end membership strategy and processes (strongly preferred)
• Bachelor’s degree (preferred)
• Previous experience working in a high-growth client experience organization