Client Experience Manager

Summary

Join [solidcore] as a Client Experience Manager and lead a team of Client Experience Specialists and Agents in delivering exceptional service to all [solidcore] clients. This role is full-time and requires flexibility with evening and weekend work. While remote, the candidate must be based in the Chicago market and live within 20 miles of a [solidcore] studio. As a CX Manager, you will be responsible for developing your team's skills and competencies, advocating for client needs, and driving process and digital innovation. You will also be responsible for managing client experience projects, overseeing all communication channels, and supporting the membership management process.

Requirements

• 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
• Lives 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

Preferred Qualifications

• 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

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