Studio Lead / Customer Experience - One City

United Kingdom·Londonlead

Customer SuccessCustomer Experience

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Quick Summary

Key Responsibilities

Take full ownership of the new customer journey. You are responsible for ensuring every first-timer greeting and studio walkthrough is delivered at the highest level, informative, high-energy,

Technical Tools

Customer SuccessCustomer Experience

One City

Studio Lead / Customer Experience
Location: Battersea Power Station
Pay: £12.80/hr (FOH shifts) | £14/hr (Lead shifts)

One City is looking for a driven, high-energy individual to join our team as a Studio Lead and head up our in studio customer experience.
This role is for those who understand that a high-performance studio requires more than just operational support, it requires focus on atmosphere and brand energy. You will split your time between Front of House shifts and Lead shifts, acting as the primary driver of the in-studio experience. You are responsible for the "live" environment, ensuring energy levels are high, aesthetics are sharp, and every brand activation is executed with precision.

KEY RESPONSIBILITIES

The Member Experience
● First Impressions: Take full ownership of the new customer journey. You are responsible for ensuring every first-timer greeting and studio walkthrough is delivered at the highest level, informative, high-energy, and welcoming.
● Instant Communication: Ensure member feedback and on-site queries are dealt with instantly.
● Refuel Management: Oversee the smoothie bar during your shift, ensuring quality control and speed of service for post-workout nutrition.

Atmosphere & Energy Leadership
● Drive the Vibe: Take responsibility for the energy levels in the studio. Ensuring they are aligned with the One City brand from open to close.
● Events & Collabs: Act as the lead on the ground for studio events, themed classes, and brand collaborations, ensuring flawless execution and maximum member engagement.
● Lead the Team: Set the pace for the Front of House team, ensuring every staff member is proactive, professional, and contributing to the environment.

Operational Excellence
● Precision Standards: Conduct rigorous daily walkthroughs to ensure the studios, changing rooms, and communal areas are immaculate.
● Shift Ownership: Manage opening/closing procedures and delegate tasks effectively to ensure the studio is always "performance-ready."
● Tech Readiness: Ensure all studio equipment and tech are ready for action before every session.

ARE YOU THE ONE? What we’re looking for:
● Leadership Potential: You have experience in a fast-paced environment and are ready to take on more responsibility.
● Atmosphere Driven: You understand how to influence the energy of a room and keep a team motivated under pressure.
● Highly Organised: You enjoy the logistics of coordinating events and managing a busy floor.
● Kind & Authoritative: You give direct feedback with empathy and lead the team by example.
THE LOGISTICS
● Flexibility is Key: Our community moves early and stays late. Shifts can start as early as 5:30 am or finish as late as 8:30 pm.
● Weekend Energy: We are open 7 days a week; therefore, regular weekend work is required.
WHY ONE CITY?
● Competitive Pay: £12.80/hr (FOH) up to £14/hr (Lead shifts).
● UNLIMITED One City classes: (Run City & Cycle City).
● Clear Progression: A direct path for those looking to move into Assistant or Studio Management.

HOW TO JOIN ONE CITY
We want to see your energy.
Alongside your CV, please send us a 1-minute video telling us: "What does a top-tier customer walkthrough look like to you, and how do you maintain a high-energy atmosphere during a busy shift?"