Client Operations Lead

Barry’s is the original strength and cardio interval fitness experience, founded in West Hollywood in 1998. Our classes alternate between working out with weights and running on a treadmill, focusing on different muscle groups each day to tone muscle, maximize fat loss, and spike metabolism for up to 48 hours following the class.

About the role

The Client Operations Lead is an introductory leadership position that involves hands-on support in driving studio sales and operations, ensuring efficiency and quality across all areas of the business. This role plays a crucial part in delivering an exceptional in-studio experience, working closely with the studio team to maintain high standards of hospitality and communication. As a positive brand ambassador, you’ll foster memorable client experiences that reinforce our commitment to the fitness community.

Responsibilities

• Serve as studio leader in the absence of the General Manager, Assistant General Manager, or Chief Operating Officer.
• Assess customer needs, maintain quality standards for services, and evaluate customer satisfaction.
• Support the client experience with hospitality and studio amenities to build personalized experiences that positively impact sales and service.
• Act as an effective brand ambassador, ensuring clients are warmly welcomed, assisted, and have a memorable experience aligned with the Barry’s brand.
• Serve as a mentor, influencer, and motivator for peers, supporting all Barry’s initiatives, practices, and policies.
• Develop constructive and cooperative working relationships with clients and staff, maintaining them over time.
• Assist clients, build individual connections, and provide direction for any questions or concerns.
• Communicate with studio leadership and peers via telephone, written form, email, text, or in person in a timely and efficient manner.
• Deliver first-class client experience and hospitality at all times.
• Greet, assist, and check in customers.
• Respond to customer questions in-studio, by phone, and via email.
• Manage the studio membership database, register new clients, receive membership payments, and maintain the client base.
• Support marketing initiatives, including client data capture, communication on events and campaigns, and ensuring data accuracy.
• Motivate the team and build positive morale to drive results through accountability and celebrating successes.
• Provide timely, same-day coaching and feedback to team members and communicate recaps to their line manager.
• Deliver operational excellence in all studio processes.
• Ensure a clean and welcoming atmosphere at all times.
• Guide clients regarding the latest studio promotions, membership discounts, and special events.
• Deliver quality shakes and customer service in the Fuel Bar, handling pre-orders and custom orders based on customer needs.
• Maintain product knowledge for all studio retail operations.
• Participate in all relevant training, development programs, and meetings as directed by Operations leaders.
• Demonstrate flexibility with schedule, including working weekends, holidays, morning or night shifts, and adhering to work schedule while meeting minimum availability requirements.

Facility Maintenance

• Support in preparing studio spaces before, after, and between classes by cleaning exercise equipment, sweeping, mopping, vacuuming floors, and wiping mirrors.
• Assist in cleaning and maintaining locker rooms to brand standards.
• Support regular deep cleaning, organization, and service of common areas, including the lobby, Fuel Bar, Red Room/Lift/Ride spaces, retail shelves, locker rooms, hallways, and storage areas.
• Assist with laundry services, including collecting, washing, and folding towels.
• Support daily and weekly cleaning and maintenance checklists.

Company Culture Responsibilities

• Uphold Barry’s community and culture standards, living 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.

Customer Service

• Ensure all existing and new clients are provided with the highest level of hospitality.
• Maintain the client database and utilize information to increase client contact.
• Support and attend social functions within the community to generate new business, invite current and prospective clients to in-studio events, and reach out through curated clienteling tools.

Requirements

• Strong hospitality customer service skills and alignment with Barry’s Mission, Vision, and Values.
• Availability to work 4 to 5 shifts, including at least one weekend day.
• Friendly, outgoing personality with a passion for social interaction.
• Enthusiasm for the studio and the role.
• Patience, courtesy, and empathy in responding to client requests with a can-do attitude.
• Cooperative manner with a focus on team culture.
• Ability to prioritize and work within a fast-paced environment.
• Attention to detail and care for the studio’s appearance and cleanliness.
• Ability to work cohesively with all Barry’s staff to ensure efficiency and effectiveness.
• Professional appearance and behavior.
• Excellent communication skills.
• Must be at least 18 years or older.

Pay

$16 USD per hour (Ardmore location).