Fitness Sales & Studio Manager Job at Reform Studios in Chicago

Studio Manager Job Description 

OUR STORY

REFORM STUDIOS is a brand that exists to help our guests make a commitment to themselves and celebrate that choice. Featuring the World's First Digitally Connected Reformer, ReformRX, we offer group classes, private sessions, self-guided reservations and special events. Our proprietary group class format brings a mix of strength, flexibility and low-impact cardio to create an experience that differentiates us from the rest. Our flagship location opened in June 2024, already welcoming thousands of guests into the studio and 40 committed members to the family. 

OUR MISSION

We exist to help enable more personal growth, one reformer at a time with the goal of building healthier communities by making innovative workout experiences accessible to all. If you’re a highly motivated, driven and high performing person who is driven by changing the lives and communities of Chicago, then we can’t wait to share this career opportunity with you.

THE ROLE 

The Sales and Studio Manager is responsible for the overall experience of the REFORM STUDIOS guest as well as driving the profitability of the business, in particular through retaining existing guests and attracting new guests (net gain).

In parallel, the Sales and Studio Manager will execute effective leadership management practices to ensure that every team member feels supported and looked after whilst delivering best practice classes, and efficient operational management to maintain day to day operational output.

By delivering the highest quality of service to our guests, promoting a sense of belonging amongst our guests and creating a culture that exceeds expectations, the Sales and Studio Manager will ensure that every guest receives a memorable experience for the longest possible duration.

Through absolute dedication to detail, operational efficiency, delivery of brand standards and compliance, this role will ensure that all company and statutory requirements are met.

RESPONSIBILITIES

SALES AND RETENTION

• Development and implementation of new business strategies to ensure monthly, quarterly and annual sales and revenue targets are achieved.

• Process all bookings and payments.

• Present, promote and sell products and services to existing and prospective guests.

• Handling all guest and prospect enquiries via the telephone, email and face to face; including spark sessions, intro pack conversions, consultations and upsales of service.

• Proactively pursue and develop a strong pipeline of new business and lead generation opportunities.

• Management of the full sales process to include lead generation, recognising guest needs and requirements, presenting our services and closing sales.

• Ensuring that pipeline, lead, loss and acquisition data is recorded in the company tech stack.

• Reducing the number of guest cancellations through efficient communications, creative solutions to requests and delivering exceptional customer service.

• Identify and implement opportunities to surprise and delight clients.

• Proactively manage all cancellation requests and ensure each one is called prior to processing the cancellation.

• Maintain an attrition rate below 5%

CUSTOMER SERVICE

• Deliver world class service for every guest, every time. Promoting a sense of belonging amongst our guests and creating a family culture that exceeds expectations and ensures a memorable experience for every guest.

TEAM MANAGEMENT

• Build and lead an industry-leading team, by continually inspiring and motivating them to deliver better results and guest experience.

• Feed the company culture into everything the team does.

• Manage the studio rota ensuring adequate cover is achieved at all times and all health and safety requirements are met.

• Perform studio team appraisals, probationary reviews and performance reviews

• Responsible for day-to day line management of the Front Desk Team

• Management of payroll to ensure all staff and contractors are paid on time and that all bonuses are calculated correctly.

• Ensure that every team member is compliant in their skills, CPD’s and qualifications

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FINANCIAL

• Develop the Studio’s profit streams, to ensure optimum performance against budget.

• Review financial targets against budget and report to the Founder/CEO as required.

• Achieve financial net gain targets through close management of retention, repeat bookings and intro pack conversions.

• Monitor all costs to maximize efficiency. In particular payroll costs to be managed within budget while ensuring adequate cover of all business areas.

• Responsible for maximizing the studio timetable, suggesting additional classes and tweaks to current timetable.

OPERATIONS

• Manage daily operations across the Studio. Communicate daily and weekly targets and facilitate their achievement through the team.

• Proactively manage and be responsible for all Hygiene, Maintenance and Health and Safety issues, ensuring a safe environment for employees and members.

• Regularly review and update the Risk Assessments, SOP’s, and EOP’s and ensure team compliance with all policies.

• Ensure that there is an appropriate system in place whereby at all times there is a competent senior employee on duty and available to deal with emergency situations.

• Comply with all company and member security requirements and policies – in particular, data protection.

• Ensure adherence to all company policy, seeking advice from the Founder/CEO.

• Report on Studio’s performance as required by the Founder/CEO.

• Undertake any reasonable request from the Founder/CEO.

PRE-REQUISITES AND ATTRIBUTES

• Education: Bachelor's Degree Preferred

• 3+ years providing hands on, high quality fitness specific customer sales and customer support.

• 3+ years of fitness customer service experience using email, phone and in person support.

• High proficiency at creating social media content (Instagram and Facebook), using technology to schedule and boost said content and publishing regular emails to current clients and prospects.

• Experience developing client relationships, diffusing difficult situations and reframing situations to their most positive perspective. An ability to encourage clients in dark moments is a must in this role.

• Proven ability to be a leader amid our team, which is large and engaged. You will be able to build strong and trustworthy relationships to meet goals and support clients.

• Have outstanding computer literacy. We use several integrated booking and management systems.

• Willing to go the extra mile.

• Setting the benchmark standards for the rest of the staff.

• Never settling – always finding a way to improve service and the Company.

REMUNERATION

• Salary Starting at $60,000

• Bonus Potential if targets are hit

• 2 weeks paid time off

• Free studio membership valued at $300/month

• 30% off retail

HOURS OF WORK

• 40 hours per week

• Shift patterns can be flexible and vary from 9am-5pm during the week and some weekends.

DEVELOPMENT

At REFORM STUDIOS we are passionate about development and our goal is to promote from within wherever possible. 

This position is seen as the first step for future career progression into a Senior/Regional Management role.