Studio Experience Lead - Manhattan West, NY

[solidcore] is looking for an energetic, outgoing, and personable individual to join our Core Crew team as a full-time team member. This role provides comprehensive support to the Head Coach Community Manager across studio operations, client experience, sales, and coaching. Core Crew members contribute to [solidcore]'s success by generating sales, promoting the studio, delivering a best in class client experience with professionalism and patience, and maintaining brand consistency across all touchpoints.

You will be responsible for:

STUDIO & CLIENT EXPERIENCE

• 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

BRAND CONSISTENCY/MANAGEMENT

• 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

SALES

• 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

• 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

HEATED MODALITY OPERATIONS

• 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

What we need from you:

• 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

What skills & experience you'll bring to us:

• 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

Compensation & Benefits:

• Compensation: $27.29 - $31.55 hourly


• Bonus eligibility based on performance


• Monthly cell phone stipend


• 401k with employer match


• Health, dental, & vision insurance


• Flexible PTO


• Free drop in classes at [solidcore]


• And MORE

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