Address
Form of work
SalaryEssential Functions:
- Review, develop, implement, and continuously improve a comprehensive Client Experience strategy aligned with the organization's goals and values resulting in increased loyalty and reduced CHURN
- Define and implement client success objectives, strategies, tactics, and processes that will allow for corporate scalability and are aligned with the organization's brand guidelines
- Leverage data and analytics to gain insights into customer behavior and preferences
- Use data-driven insights to make informed decisions and continuously optimize the customer experience
- Mentor and develop team members to enhance their skills and drive performance to ensure a high level of service and customer satisfaction
- Spearhead the development and implementation of Client engagement programs, personalized nutrition plans, and fitness regimens that align with current brand guidelines
- Partner with senior leaders to ensure the company hits goals related to our current and future client base
- Foster a customer-centric culture throughout the department and organization
- Lead initiatives to continuously improve processes, policies, and technologies that impact the Client Experience
- Stay informed about industry trends and best practices to ensure the company remains a leader in the fitness and nutrition space
- Establish and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, and conduct quarterly performance evaluations
- Collaborate with sales, marketing, and other departments to align Client Experience initiatives with broader business objectives
- Collaborate with our scientific advisory board to enhance the effectiveness of Client programs
- Other duties as assigned
QUALIFICATIONS:
- BS Degree in Business, Marketing, Nutrition, Exercise, or related field required, Masters degree preferred
- 8+ years of proven experience in senior management role focused on Client Experience or customer success with a focus in a high-growth organization
- Track record of increasing customer loyalty and reducing CHURN
- Entrepreneurial team player who can multitask
- Passion for health and wellness and a commitment to delivering exceptional Client Experience
- Strong understanding of the industry and market dynamics
- Superior management skills; ability to influence and engage direct and indirect reports and peers
- Effective excellent verbal and written communication skills to be capable of working with all levels of office personnel
- Self-reliant, good problem solver, results oriented
- Energetic, flexible, collaborative, and proactive; a team leader who can positively and productively impact both strategic and tactical finance and administration initiatives
