Barry's Bootcamp
Client Operations Supervisor
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Client Operation Supervisor
Date Last Reviewed:
Reports To: Senior/General Manager
FLSA: Exempt
Department: Operations
Hours: 30 hours
Work Location: London Soho
Salary: £16.50 per hour
Position Summary
As a Client Operations Supervisor, you’ll be the first contact for Barry’s, leading best in class Hospitality and execution of daily operations. You will support the Senior/General Manager and Assistant General Manager with key marketing initiatives, team development, upholding brand standards and maintaining all studio facilities. You will lead hospitality, assist clients with class selections, membership queries, Fuel Bar orders and retail. Your passion for customer service and building a strong Barry’s community sets you apart from the rest.
Essential Duties
The ability to consistently and reliably perform the following duties is essential and necessary to accomplish the central purposes and requirements of this position:
Key Responsibilities:
- Lead on duty, ensuring seamless class check-ins, studio opening and closing in accordance with all policies and procedures
- Support management of studio staff on duty
- Develop effective and cooperative relationships with clients/staff
- Support the S/GM and AGM with studio Marketing strategy. This may include:
- Acquisition tactics
- Client and community initiatives
- Studio and team engagement
- Corporate lead generation and outreach
- Assist with fuel bar and retail inventory control and counts
- Partner with S/GM and AGM to support the implementation and execution of all hospitality processes, ensuring all team members have been consistently trained and their skills are continuously developed
- Train and provide ongoing development to team members in service of ensuring a consistent client experience and upholding our mission, vision, values, and hospitality standards
- Oversee milestone, loyalty, and surprise and delight program implementation and execution in studio, celebrating special events with regularity, in accordance with guidelines to drive community and retention
- Manage studio systems:
- Zendesk
- Brandbot
- Ensure all client matters are properly and swiftly resolved or escalated, and ensure consistent and adequate follow through to all client inquiries
- Assess client needs, maintain quality standards for services, and evaluate client satisfaction while communicating any studio promotions and/or special events
- Lead with prompt and effective internal and external communication
- Maintaining brand standards and all studio facilities responsibilities including but not limited to:
- Laundry, Red Room maintenance, Locker Room cleaning, overall studio cleanliness
- In partnership with S/GM, AGM or Facilities Lead carry out weekly studio facilities walk-throughs and audits
- Retail and Fuel Bar customer service delivery
- Fuel Bar pre and post class orders
- Merchandising
- Maintaining brand standards
- Identifying opportunities to drive sales and elevate the client experience
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Company Culture Responsibilities:
- Work to uphold Barry’s community and culture standards, and live the company mission, vision, and values daily.
- Represent the Barry’s brand within the studio and throughout the fitness community.
- Assist in participating in and enhancing the community with your studio and regional teams.
Competencies:
- Client Focus: Gains insight into client needs. Identifies opportunities that benefit the client's expectations. Establishes and maintains effective client relationships.
- Communicates Effectively: Is effective in a variety of communication settings. Attentively listens to others. Adjusts communication to fit the audience and the message. Provides timely and helpful information to others across the organization. Encourages the open expression of diverse ideas and opinions.
- Builds Trust: Follows through on commitments. Is seen as direct and truthful. Practices what they preach. Shows consistency between words and actions.
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Authority and High-Level Requirements
Employees in this position:
- Responsible for supporting and participating in the execution of studio operations and functions within the studio.
Minimum Requirements
- Strong customer service skills
- Availability to work 5 shifts including weekends and public holidays
- Friendly, outgoing personality and enjoy social interaction
- Exhibits enthusiasm for the studio and for the job
- Must be a patient, courteous listener, able to show empathy
- Responding to clients request with a can-do attitude
- Cooperative manner with an optimistic attitude
- Ability to prioritize and work within a fast-paced environment
- Have an eye for detail and care for the studio’s appearance and cleanliness
- Effective team player
- Maintain a professional appearance and behaviour
- Demonstrate excellent communication skills
- Candidates must be at least 18 years or older to apply
Essential Skills & Abilities
The following skills and abilities are necessary to carry out the above listed essential job duties of this position:
- Ability to work a full-time schedule of at least 40 hours per week, 5 days per week.
- Ability to maintain regular, consistent and reliable attendance in the workplace.
- Ability to routinely and consistently sit, stand, bend, reach, lift, push, pull 50 pounds, and to type, speak, read and write for as much as 8 hours per day, 5 days per week.
- Ability to perform work on/using a telephone/computer for as much as 8 hours per day, 5 days per week.
- Ability to read, speak, write effectively communicate verbally in writing in English with coworkers, customers, clients and/or vendors.
- Ability to effectively lead and manage subordinate employees.
- Ability to think creatively and be responsive on a timely basis to both predictable and unpredictable workplace issues.
- Ability to effectively work as part of a team.
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