Studio Experience Lead - Manhattan West, NY

Owning [solidcore]'s client experience acronym, CORE, within the studio: C: connecting with a warm welcome and using the client's name, O: opening up connections to the community, R: recognizing efforts in class, milestones, and achievements, and E: educating about offers and thanking clients for coming

Provide operational leadership and direction to the Core Crew team, coordinating daily priorities, reinforcing studio standards, and serving as the primary point of contact for team needs.

Managing local client communications within the studio, via phone, and via email; performing routine client-facing system tasks such as new account set-up, scheduling, purchases, and other general account management

Regularly interacting with clients and obtaining, assessing, and addressing information on client needs, expectations and levels of satisfaction

Reviewing and responding to client feedback; responding to client concerns promptly and effectively

Notifying the Head Coach Community Manager and/or member of the studio management team of any employee or client concerns

Reporting to Area Manager, and assist with managing day-to-day operations of the studio for the HCCM and implementing company-wide strategies, policies, procedures, and overall maintenance while ensuring the studio stays meticulously clean

Being of service to our clients by being aware of studio issues, events, or schedule changes and communicating them to clients and [solidcore] team members as needed

Maintaining product knowledge for all studio retail operations, including class packages, beverages/towels, and promotions

Quickly addressing any maintenance or equipment issues that are visible to clients

Alerting coaches about client milestones and setting up the celebration board

Educating clients on the best membership option to optimize their personal goals, lifestyle, and preferences; owning membership conversation rate and membership mix within the studio

Delivering revenue and sales targets; managing outreach and follow up for client leads within [solidcore]'s sales platform, phone, and/or email to meet monthly sales quota

Maximizing in-studio revenue through proactive client engagement and follow-up

Following up with client lists in Axle to meet monthly sales targets

If applicable, and based on the needs of the business, hiring, training, and managing a team of part-time core crew; developing core crew talent with direct accountability to their overall performance

Coaching [solidcore] classes with a set quota of 5 classes/week (dictated by business needs); consistently meeting brand expectations while serving as an exemplary coach to part-time staff

Overseeing all operational aspects of [solidcore]’s heated modality, combining strength training, functional movement, and mobility

Managing full towel service end-to-end: rotating towels and mats between every class, maintaining fully stocked storage, and ensuring laundry service is handled daily

Operating and maintaining 20+ radiant infrared panels, optimizing studio temperature for each class

Overseeing overall studio cleanliness and operationalizing Core Crew to follow step-by-step cleaning protocols consistently

Coordinating the additional post-class reset required for [solidcore] + heated modality sessions, including accelerated equipment wipe-down, machine maintenance, and rapid turnover of towels and mats

Embodying [solidcore]’s core values and new initiatives at all times, inspiring your team to do the same while holding them accountable to the same standard

High school education, some college preferred

This is a permanent, non-exempt, full-time position with an expected 40 hours per week (including classes coached).

Ability to lift up to 30 pounds and walk through all areas of the studio

Ability to work a flexible schedule that meets the needs of the business, including mornings, evenings, holidays, weekends, and closing hours

Excellent interpersonal and communication skills

Outstanding customer service skills

Strong organizational skills and careful attention to detail

Must be willing to initiate tasks and perform duties without direction

Ability to stand for long durations of time

2+ years sales and/or customer service experience preferred

1+ years coaching experience preferred

MBO experience preferred

Demonstrated leadership and/or team management experience preferred

Passion for fitness, wellness, and the [solidcore] brand