Offer summary

Qualifications:

3-5 years of experience leading a customer experience team, preferably in high-end fitness, retail, or hospitality., 2+ years of experience with customer experience digital platforms such as ticketing systems and CRM software., Bachelor’s degree preferred, with strong organizational and problem-solving skills., Excellent communication skills and a passion for fitness and wellness..

Key responsabilities:

Oversee a team of Client Experience Specialists to ensure exceptional service delivery.

Monitor key performance metrics and develop strategies to enhance client experience.

Manage client escalations and grievances to drive retention and satisfaction.

Collaborate with cross-functional teams to implement initiatives focused on client experience excellence.

Job description

[solidcore] is looking for a Client Experience Manager to oversee a team of Client Experience Specialists and Agents in delivering a consistently exceptional level of service to all [solidcore] clients. The CX Manager is committed to their team’s growth and development and is passionate about sharing the [solidcore] brand and workout. At its core, the Client Experience Manager is a leader dedicated to developing their team members’ skills and competencies, advocating for [solidcore] clients’ needs, and driving process and digital innovation.

This role is a full-time, exempt position that requires flexibility with evening and weekend work. While remote, the candidate should be based in the Chicago market and live 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

Required Skills and Experience:

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

Compensation and Benefits:

Competitive salary starting at $72,000 per year

Annual bonus eligibility based on performance

Monthly cell phone stipend

401(k) with employer match

Health, dental, & vision insurance

Flexible PTO

Free drop-in classes

And MORE!

[solidcore] is a national boutique fitness company with 100+ studios across the country. Our signature workout is 50 minutes of low-impact, high-intensity strength training: the lights are low and the music is loud. The coach guides the class through a series of slow & controlled movements that are sequenced to work muscles to failure. This class is accessible for all fitness levels and can be amplified or modified to accommodate individual goals. Class is as intense as our reviews suggest, but our instructors go above and beyond to provide a welcoming, supportive, empowering, and challenging experience for all. Please visit our website here to read more about our mission.

[solidcore] is firmly committed to social justice and promoting a culture of diversity, equity, and inclusion. You can click here to find out more about the actions we are taking to promote a more diverse and inclusive space for both our clients and our internal team.

[solidcore] is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. [solidcore] makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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