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Head of Client Experience

Fight & Fitness Factory
Sheikh Zayed, Giza
Posted 7 years ago
15Applicants for1 open position
  • 15Viewed
  • 6In Consideration
  • 9Not Selected
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Job Details

Experience Needed:
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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

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