Client Success Team Careers

Client Success Team Careers

Client Experience Manager (NYC, full-time)

Physique 57 is an internationally renowned fitness and media company. An innovative and respected leader in the fitness industry, we offer a specialized fitness experience on several digital platforms as well as boutique studios in the US and abroad. Our purpose is to inspire and empower our worldwide community to achieve unshakeable strength with empowering workouts, online and offline.

Since it’s 2006 founding, Physique 57 quickly became a lifestyle brand that represents service, quality, expertise, innovation, attention to detail, market leadership and results. In support of outstanding customer focus, the Physique 57 team – at all levels of the organization – is team oriented, entrepreneurial, ambitious, and dedicated to delivering quality experiences.

There are many fantastic benefits to a career at Physique 57. In addition to working to effect positive change in thousands of lives, our employees enjoy a business casual work and learning environment with generous benefits for full-time staff including medical, dental, life insurance, short- and long-term disability insurance, 401(k) and generous paid time off. There are also great perks including free exercise classes. Join an organization where you can make a difference every day!

Physique 57 is seeking a full-time Client Experience Manager to step into a crucial role at the heart of the company. The CEM is a charismatic galvanizer for the staff and clients alike. This role requires a passion for problem-solving with a customer first approach, entrepreneurial zeal, operations know-how, and strong leadership skills. The Client Experience Manager believes that every touchpoint within a client’s journey is a chance to make their experience remarkable. As the CEM, you will foster fierce customer loyalty and generate enthusiastic referrals.

The Client Experience Manager reports to the Senior Vice President of Method and Experience and will directly oversee the studio’s Client Success Team.

This is a full-time, up to 40 hours per week position based in New York City, and starts at $20 to $22 an hour, based on experience. Must be available to work in person at the SoHo studio at least 1 weekend day and 4 weekdays each week, with flexible availability to cover early morning and evening shifts if needed.

As the Client Experience Manager at Physique 57 you’ll showcase your expertise in hospitality and leadership. More specifically, your key responsibilities will include:

Client Experience Management

  • Build powerful relationships with clients that exceed expectations and satisfaction levels
  • Foster a dynamic and empowering experience for clients at all touch points from the moment they walk in the door through all communications
  • Effectively communicate with clients and staff to understand clients’ needs and improve service
  • Own daily class sales & associated client outreach
  • Test new strategies for driving customer value
  • Plan and oversee in-studio community events
  • Continually review and evolve the collection of processes Physique 57 uses to track, oversee and organize every interaction between the customer and Physique 57
  • Stay abreast of local SoHo fitness competitors and opportunities for the studio to grow and thrive in the community

Oversee Client Success Team (CST)

  • Effectively hire and develop the studio’s Client Success Team Members to deliver consistent, high quality performance
  • Motivate CSTs and Studio Management Team to foster a high level of performance that meets and/or exceeds all goals set by management
  • Assist CST Lead with studio coverage to ensure all shifts are staffed
  • Lead by example by spending most of the time at the front desk working at, or demonstrating sales and service techniques to CSTs
  • Engage with clients by having a front of house presence in the studio
  • Create a winning culture by exemplifying Physique 57’s core values

Daily Studio Operations Management

  • Maintain studio upkeep with service and maintenance vendors
  • Oversee studio inventory and supply ordering to ensure smooth operations
  • Maintain Mindbody schedule
  • Identify areas in need of improvement and proactively take necessary steps to drive the business and increase daily revenues  

Qualifications:

  • Minimum of 2 years of management experience in a fast-paced, growing organization supervising part-time or full-time customer service teams and customer experience
  • Able to work a flexible schedule with occasional long hours, including early mornings, evenings, weekends and some holidays
  • Excellent track record in delivering outstanding client service experience catering to upscale and affluent clientele; boutique fitness, hospitality, restaurant and hotel management experience a plus
  • Demonstrate ability to provide exceptional, consistent and solutions-driven client service
  • Ability to work independently with excellent problem-solving skills and strong attention to detail
  • Superb communication skills, both through email and in-person
  • Superior knowledge of Microsoft Office Suite including Excel, Word and Outlook

Client Success Team (SoHo NYC Front Desk)

We are currently seeking an outgoing, results driven and detail-oriented individual to join our team as a Part Time Client Success Team (CST) Member at our New York City SoHo location. The part time Client Success Team (CST) Member is a front-line business driver and brand ambassador of Physique 57. Under the direction of the Studio Manager, CST’s must exhibit keen knowledge of our products, services and merchandise in order to deliver luxury customer service while maximizing studio sales. Pay is $15/hr.

Key Responsibilities:

  • Provide top level concierge and reception service to clients
  • Perform essential daily studio tasks and projects, including client check in, maintaining COVID-19 safety protocols, maintaining luxury studio look and feel, assisting clients with package selection, light housekeeping, etc.
  • Maximize merchandise sales through excellent customer service, communication of product knowledge and merchandise presentation
  • Build rapport with current and prospective clients to foster studio community and brand loyalty
  • Maintain a positive attitude and represent the organization and its values in a positive way
  • Provide support to Instructors and work as a team with all other staff
  • Assist with the training and coaching of new hires for the Client Success Team as needed
  • Maintain product knowledge for all studio retail operations
  • Enthusiastically communicates retail product knowledge to clients
  • Uphold company brand standards in terms of studio look and feel, client service and company culture

Requirements:

  • Love of fitness and wellness
  • 2+ years of customer service, sales and/or reception experience
  • Prior sales experience in luxury goods is a plus
  • Excellent written and verbal communication skills
  • Energetic and enthusiastic
  • Strong computer skills (MindBody software experience is a plus)
  • Superior problem solving and multi-tasking abilities
  • Strong work ethic and confidence in taking initiative
  • Eagerness to learn and grow in a constructive, rapidly evolving environment 
  • Ability to work both independently and as part of a team
  • Flexible availability is a must, i.e. weekends, nights, early morning, holidays

Physique 57 conducts background checks and computer literacy tests for final candidates.