Sales and Service Manager - Pilates Studio

Company Overview

Coachella Fitness Concepts Inc. is committed to helping our community live their best lives through affordable, accessible Pilates and yoga classes. We believe everyone deserves the mind-body experience of fitness, creating better health with a focus on core, strength, flexibility, stability, and balance. We offer a variety of different class types designed to accommodate students of all levels in a way that is empowering, energizing, and fun. Our methodologies provide a consistent but creative experience for each class type, every time.

Position Overview

Our Company employs a growing team of fitness professionals. In this position, the successful candidate will be responsible for overseeing the operations and activities of the yoga studio, including the sales and membership processes, to ensure the studio meets sales goals and that customer service expectations are upheld to our standards. 

The Sales & Service Manager will partner with the Brand Director to oversee all aspects of sales and operations. Additional duties will include maintaining sales records, handling grievances or complaints, improving efficiency, and increasing profits, all while managing the overall operations of the yoga studio.

They must be an expert communicator with a strong ability to collaborate across a wide range of constituents, and have excellent customer service skills, knowledge of basic computer functions, be team-oriented, and have a drive and passion for sales and service.

Essential Duties and Responsibilities

• Lead the studio.
  • Develop strategic plans to optimize productivity, achieve the highest level of customer service, and retain studio membership.
  • Review and improve organizational effectiveness by developing processes, establishing a highly motivated work environment, and creating innovative approaches for improvement.
  • Uphold standards of excellence and quality for yourself and the entire team.
  • Work closely with the Brand Director to ensure the health and profitability of the studio.
  • Oversee the daily operations of the studio.
  • Partner with Brand Director to onboard/train and supervise studio staff.

• Develop and promote teamwork and cooperation among co-workers. Manage Customer Service & Member Retention needs.
  • Work front desk shifts as needed at the studio(s).
  • Assist students in choosing classes that fit their goals by showing extensive knowledge of our offerings.
  • Greet all members, guests and team members with the highest level of customer service.
  • Enroll and check students into the studio through the ClubReady system.
  • Assist members with in-person and phone inquiries regarding membership policies.
  • Handle studio billing matters; manage member freezes and cancellations; resolve customer service issues as they arise.
  • Partner with Brand Director on Member Tasks, including Lost Sheep calls, Agreement Audits, Past Dues management, and other member retention tasks.
• Guide Lead Management, Sales & Marketing processes.
  • Partner with the Brand Director to manage lead flow and sales processes, ensuring all leads are followed up on in a timely manner.
  • Showcase extensive knowledge about our brand, offerings, and pricing to actively promote memberships and teacher training programs.
  • Partner with Brand Director to find, schedule, and attend appropriate community events to create brand presence and generate leads.
  • Meet and exceed sales goals as established by the Brand Director / Company Owners.
  • Build relationships and understand a prospect’s fitness goals, and present available services to help them achieve goals.
  • Conduct studio tours with prospects to build rapport to facilitate sales; book appointments for and follow up after initial class visits.
  • Sell retail items and answer questions about brands.
• Guide Studio Operations processes.
  • Oversee studio cleanliness, including but not limited to: sweeping/mopping floors, sanitizing/organizing props, cleaning bathrooms, and common areas; manage maintenance of studio equipment.
  • Partner with Brand Director and Lead Instructor to schedule and monitor class schedules and class format mix.
  • Follow all procedures established by the Company to operate the studio in accordance with government health directives and guidelines.
  • Participate in studio, franchise, and company-wide meetings and trainings as needed.
  • Maintain accurate data in all appropriate systems for reporting and statistical purposes.
  • Assist with ClubReady tasks, ie. publishing schedules, time clock issues and payroll reporting.
  • Report any studio issues per Company policy.
• Maintain a positive, upbeat attitude; promote and exemplify Company values, and represent Company objectives and interests to internal and external customers.
• Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely and efficient manner.
• Comply with established safe work practices and attend to all safety-related training provided or made available by the Company.
• Perform other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• 4+ years of retail/service sales management or fitness sales management experience
• Experience supervising and coaching people successfully
• Proven experience in generating and following up on leads
• Confident in generating personal sales and training sales associates in effective sales techniques

Required Technical / Other Skills and Abilities

• Must be fluent in English and have excellent communication and strong interpersonal skills in person, on the telephone, and via email
• Strong customer service skills
• Ability to recognize areas of improvement and make changes using good judgement
• Solid writing and grammar skills
• Highly organized, proficient in data management, ability to prioritize and meet deadlines
• Professional, punctual, reliable and neat
• Self-sufficient and superior judgment skills
• Strong attention to detail and accuracy
• Trustworthy and ability to handle confidential information
• Ability to work harmoniously with co-workers, clients and the general public
• Ability to stay calm at all times and act respectfully and professionally, even with customers who may become angry or raise their voices
• Proficient with computers and studio software

Required Licenses/Certifications

• Current CPR training and certification

Physical Demands

The physical demands described on the attached “Physical Demands of Position” chart are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  See attached “Physical Demands of the Position”.

Confidential Information 

This position has access to confidential information – employee and payroll records, customer data, and brand standards, methodologies and trade secrets.