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.
