Client Experience Manager job Brentwood California
Client Experience Manager job Brentwood California
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Client Experience Manager Job



Employer Name: SpiderID: 8618227
Location: Brentwood, California Date Posted: 5/3/2019
Wage: $14 - $17 per hour Category: Athletics/Recreational Sports/Fitness
Job Code: 8839

Job Description:

In-Shape Client Experience Managers lead and manage In-Shape Training experience. CEM's are passionate about fitness and committed to delivering positive results by driving culture, leading and developing their team, and creating a great client experience.


In-Shape CEMs take ownership for their Training business, by being accountable for delivering results and a consistent In-Shape Client experience.


Lead and Develop Team



  • Leads by example for delivering the ISHC company mission to members.

  • Manage Personal Trainer process to ensure accurate and effective usage of Personal Training, including client folder, measurement tracking, and Move7 System program design.

  • Responsible for recruiting, hiring, onboarding, and training strong Team of Personal Trainers.

  • Ensures staffing model is adequate to achieve Personal Training session targets.

  • Partner with General Manager, to identify future leaders, discuss career pathways and implement learning plans for continued growth of Personal Trainers.

  • Manage performance by setting clear expectations about behavior, performance and consequences.

  • Responsible for continually training Personal Trainer's, to ensure continued growth and development, and delivery of great In-Shape client experience.

  • Observes, shadows, and provides feedback to Personal Trainers, ensuring delivery of In-Shape Client Experience.

  • Conduct weekly meetings with Personal Trainers to review performance and offer direction, motivation and guidance toward achieving individual and company goals.


Deliver Member Experience



  • Role Models for In-Shape core beliefs, mission and Behaviors.

  • Serve as a bridge which links the membership and training team together, effectively building on #OneTeam approach through people.

  • Actively participates in all meetings, huddles, and activities with-in club. Fostering comradery and alignment.

  • Stays up to date on the fitness trends and continue to enhance their knowledge and skills by completing IS CEM Training Programs.

  • Embrace organization change by leading and supporting any new initiative.


Deliver Operational Excellence



  • Deliver on In-Shape Welcome Experience by demonstrating a passion for fitness and helping members get onboarded to achieve their fitness goals.

  • Committed to building In-Shape community of members thru a consistent client experience.

  • Responsible for communicating and upholding company standards by ensuring club is clean, safe, fun and welcoming.

  • Obtains client feedback to ensure all Personal Trainers are delivering In-Shape client experience.

  • Participates in events outside the clubs, which enrich the community; they encourage their entire Personal Training team to be involved.

  • Shadow Client Personal Training Session, welcoming session and Group Fitness Classes, to experience thru lens of member to continue improve our offering.


Deliver Results



  • Responsible for delivering Club Personal Training goals including revenue and client retention.

  • Ensures entire Personal Training team is aware of the club and company goals and focused on exceeding.

  • Trains Personal Trainers on delivering Welcome Session & 1st Session assessments.

  • Work with Membership Advisors to effectively present In-Shape Training products.

  • Focused on continually building In-Shape Community thru consistent client experience, which fosters continued client retention and increasing amount of sessions trained.

  • Responsible for achieving personal performance targets for Personal Training sales and Sessions Trained.

  • Work with their GMs to discover ways to eliminate unnecessary costs without impacting the Personal Training client experience.

  • Responsible for managing payroll budgets and ensuring proper management of the Personal Training team schedule.

  • Plans and prepares business meeting to align with company quarterly objectives.


Requirements and Qualifications



  • Availability to work weekends and holidays if needed

  • High School Diploma or GED required

  • Current Personal Training certification from an approved accredited institution required*

    • *Four year or advanced degree in related field may be submitted in lieu of personal training certificate



  • Bachelor's degree in business, retail or hospitality preferred

  • Strong service orientation and desire to deliver an outstanding member experience

  • Computer literate - proficient at MS Excel, MS Outlook and MS Word

  • Clear and effective written and verbal communication

  • Outstanding organization and strong time management

  • Must demonstrate professionalism, cooperation and ability to work well in team environment

  • Desired knowledge, experience, and understanding of Fitness including; equipment, personal training, and group fitness

  • CPR/AED certification required first 30 days of hire

  • High regard and propensity for safety


KEY BENEFITS:



  • Free health club membership

  • Casual work environment

  • Discount on personal training

  • Discount on all retail items




Job Criteria:
Start Date: ASAP
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:


Contact Information:
Contact Name: In-Shape Health Clubs, LLC Company Type:
Company: In-Shape Health Clubs, LLC
City:
State:
Zip:

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