Client Success Manager, Fortitude Strength Club - New York, United States - The Fort NYC
Description
Fortitude Strength Club is a semi-private personal training facility founded by Dan Trink and Kyle Fields in 2015 with 4 locations in NYC. The Fort is a place where we take training seriously and do what works in order to create an environment for our members to become their most powerful selves. We offer hour-long strength and conditioning sessions capped at 4 people led by expert trainers that are challenging for the most experienced members yet approachable for beginners.
We are looking to hire a Client Success Manager for our multiple locations - whose main function is to interact with clients to make sure that their needs and results are being attended to and that every client feels like they have a point of contact should questions, issues, or needs arise.
Client Success Manager Roles & Responsibilities
In addition to spending about half of their time (20 hours/week) on the training floor coaching, the CSM will also oversee:
1) Client Nurture
- Reach out to clients at a regular cadence throughout their membership cycle (both introductory and recurring members)
- Reach out to clients who have not come into the gym on a weekly basis
Measurable:
Retain over 75% of clients from their introductory membership into a recurring membership cycle.
2) New Client Sales, Onboarding, and Ascension
- In conjunction with the General Manager, lead potential client inperson gym tours
- New Client onboarding (scheduling, app, policies, etc.)
- Followups/nurture (utilizing the Sales Playbook)
- Ascensions (trial to membership)
Measurable:
minimum 50% trial-to-membership ascension rate, quarterly
3) Ongoing Client Retention Efforts and Feedback
- Plan and execute outofgym community events
- Report KPIs to the leadership team
- Solicit online reviews from clients
- Celebrate client achievements ingym (milestone cards, HOF plates, etc.)
- Conduct exit interviews with any clients leaving the gym
Measurable:
Client retention/feedback: Enrollments/churn goals (>1600 and <10% events held annually
Pay:
From $70,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Weekends as needed
Experience:
Fitness Industry: 5 years (required)
Ability to Relocate:
- New York, NY 10010: Relocate before starting work (required)
Work Location:
In person
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