Customer Acquisition Manager

COMPANY OVERVIEW:

Gains Holdings, LLC is a gym coaching, software and fitness nutrition company backed by American Pacific Group, a private equity firm. Gains is made up of three business units – Gym Launch, Prestige Labs, and Gymowners.com.

Gym Launch is an industry-leading provider of coaching programs and business training solutions to help small boutique gym owners and health club owners increase revenue, improve profitability, and scale their systems and teams. Services include strategic and tactical business training, community engagement, and access to proprietary resources to improve lead generation, lead nurture, sales, fulfillment, and retention.

Prestige Labs is a fitness supplement brand that focuses on providing uncompromised and transformative supplements that people love to take. Prestige Labs empowers clients in all stages of their fitness journey and provides products for every level. Today, Prestige Lab’s primary go-to-market channel is Gym Owner Affiliates, given close ties with Gym Launch.

Gymowners.com is both a SaaS and educational resource company for the gym industry. Gymowners.com accurately tracks business metrics that matter to assist in making key business decisions that scale and grow gym owner facilities.

ROLE: This position is focused on Gym Launch.

As the Customer Acquisition Manager, you are pivotal in leading and overseeing our Agency (marketing) teams and our lead nurture team and systems. Your primary goal is to oversee the generation of leads, and optimizing the show rate of those leads. You will provide strategic direction to the teams, ensuring our lead generation and nurture strategies are effective and organized. You are expected to stay up to date on market trends and customer needs, applying this knowledge to refine our approaches and tactics.

RESPONSIBILITIES:

• Develop and implement strategies to enhance our ad agency's performance, focusing on lead generation and nurturing.
• Monitor and optimize lead nurturing processes to ensure maximum conversion.
• Foster a culture of continuous improvement, encouraging innovative approaches to lead generation and nurturing.
• Oversee the new client onboarding experience for both new ad accounts and new lead nurture accounts.
• Provide regular reports to senior management on campaign performance, lead generation metrics, and team productivity.
• Work closely with our white label partners to communicate results, monitor quality, and develop consistent improvements to the services being provided.
• Work closely with R&D Director (Brent Oliver) discuss new offers, systems, and platforms to further optimize results.
• Work closely with Director of Customer Success (Stephanie Preece) to maintain close communication regarding new client onboarding experiences, customer service requests, and overall customer results.
• Build quality assurance and data protection processes within the Agency and Lead Nurture teams.
• Continue to gain client feedback on experiences and results and insist on improvements to be made
• Implement training tools to enhance team performance and skill development
• Conduct regular meetings with team leads to ensure alignment with overall business goals.
• Stay informed on industry trends and customer preferences, using insights to guide strategic decisions.

RESULTS

• Consistently maintain the following KPIs (We calculate these by first gathering these metrics on an individual account basis, and then taking the average across all accounts.
  • Maintain cost per lead under $20
  • Maintain above 16% of total leads to show at the facility
    • Achieve this by maintaining a schedule rate of over 40% and a show rate of over 40%
  • Maintain a support ticket response time of <60 minutes and all inboxes responded to by the end of each day
  • Maintain time between onboarding and paid ads going live under 21 days
  • Maintain time between onboarding and DFY appointment setting going live under 7 days
• Clients can reasonably rely on your team to generate leads and nurture them to show to their gym on a consistent basis which drives the value of joining and staying with Gym Launch.
• Consistently achieve or exceed lead generation and lead nurture targets of cost per show or cost per lead
• Implement successful marketing optimizations that result in increased lead conversions.
• Implement successful follow up optimizations that result in increased lead shows.
• Maintain a high level of team engagement and performance.
• Ensure all marketing campaigns are compliant with relevant regulations and laws.
• Deliver regular, detailed reports to management showcasing progress and results.
• Systems work seamlessly and there is little hiccup for client facing experience
• Customer and employee feedback are gathered regularly to suggest improvements and new opportunities for products and innovation to the R&D Team.
• All acquisition support team members are onboarded and trained for their positions.

REQUIREMENTS

• Strong track record of running B2C ads in the fitness industry
• Strong track record of designing digital acquisition systems in the fitness industry
• Proven experience in managing and scaling a digital marketing team
• Proven experience in implementing and optimizing lead follow-up systems
• Strong understanding of ad agency operations and digital marketing tools.
• Excellent leadership and team management skills.
• Strategic thinker with a knack for identifying market trends and customer needs.
• Strong analytical skills to evaluate the effectiveness of marketing and nurture strategies.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Creative problem-solving abilities.
• Familiarity with compliance regulations in advertising and data protection.
• Experience with CRM and marketing automation tools (HighLevel or similar platforms)
• Efficient with all integrated platforms within company