Job Details
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Job Description
Primary Objectives:
- Ensure a WOW customer experience throughout the client lifecycle
- Build trust with clients and maximize retention
Responsibilities include, but are not limited to:
- Act as a pretend-customer or client and give feedback regarding the marketing and sales processes, fitness activities and overall facility atmosphere: Was the sales pitch and tour effective? Are fitness activities and classes clear? Are classes starting on time? Is the facility clean and neat? Etc.
- Ensure F3 services, benefits, rules and regulations are well communicated to and understood by all members
- Follow-up on lapsed members
- Handle and resolve complaints
- Collect and measure feedback from current members (quarterly survey) and expired members (exit interviews)
- Plan/organize/execute 1 promotional event or external/internal activity each quarter to create a sense of community between F3 members
- Set up and manage internal communication tools (App, WhatsApp broadcasts…) to connect with all F3 valid members
Performance Expectations:
- 44h / week – 5.5 days / week on site
- Measure and report performance (KPIs)
- Attend meetings on time
- Highly collaborative and team-oriented
- Performs well under pressure
Job Requirements
- College degree
- Fitness enthusiast
- Service oriented
- Excellent command of English (written and verbal)
- Entrepreneurial spirit (multi-tasking and resourcefulness)
- 2yr+ Experience in similar role