Head Coach / Customer Success Manager - Fitness

Posted 6.25.24
Location
Brooklyn, NY

Fitt Talent Partners is a specialized recruitment firm working with top health, fitness, and wellness companies. 

We’re filling this role for a client, a private member athletic club.

Job Description

We are looking for a Head Coach / Customer Success Manager for our Williamsburg studio.

Responsibilities

Coach:

  • Ensuring programs are delivered appropriately
  • Individually coach on average 15 classes per week. Subject to coverage of additional shifts as needed and dictated by the General Manager. I.e. new squad launch, coach call-outs or out of offices.
  • Conduct First Check – In call with each member within their first 14 days of joining.
  • Responsible for assisting GM in general cleanliness and upkeep of the gym space

Community:

  • Responsible for managing the squad WhatsApp group threads and organically eliciting conversation within each thread 1-2 times per week by congratulating members on training and/or non-training related life events.
  • Selecting and working within squad captains to capture and manage member feedback about training and events. Includes Captain Check-in calls every 30 days.
  • Together with the GM, conduct member check – in calls with 50% of current members per quarter.
  • Select award recipients for the end of season celebration (the only event the CSM will be required to attend).
  • Club wide communication, events and merchandise are NOT the responsibility of the CSM but there may be some overlap between the events coordinator and other staff.
  • Attend at least 1 squad class per month to connect with members and rip in.

Operations:

  • The Customer Success Manager will be required to spend 5 hours a week on Retention. This includes whatsapp and GLM interface with our members.
  • Responsible for working with Head of Marketing to ensure an appropriate number of leads are coming to the Studio Manager from social media and the website. They will not be required to create and post content.
  • Monitor membership numbers on Mindbody with a monthly retention above 95%, Studio Satisfaction 100%, and assigned squads at 50% attendance weekly.
  • Ensure Mindbody membership, CRM (GymLead Machine) are up to date and all members’ accounts are up current and accurate.
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