Client Operations Supervisor

About the role

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. Your passion for customer service and building a strong Barry’s community sets you apart.

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 and staff
• Support the S/GM and AGM with studio marketing strategy, including:
  • 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 consistent training and skill development for team members
• Train and provide ongoing development to team members to ensure a consistent client experience and uphold mission, vision, values, and hospitality standards
• Oversee milestone, loyalty, and surprise-and-delight program implementation and execution in studio, celebrating special events to drive community and retention
• Manage studio systems: Zendesk, Brandbot
• Ensure all client matters are properly and swiftly resolved or escalated, with consistent follow-through on inquiries
• Assess client needs, maintain quality standards, evaluate client satisfaction, and communicate studio promotions or special events
• Lead with prompt and effective internal and external communication
• Maintain brand standards and studio facilities, including:
  • 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
• Deliver retail and fuel bar customer service, including:
  • Pre- and post-class fuel bar orders
  • Merchandising
  • Maintaining brand standards
  • Identifying opportunities to drive sales and elevate the client experience
• Work to 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

Requirements

• Strong customer service skills
• Availability to work 5 shifts, including weekends and public holidays
• Friendly, outgoing personality and enjoyment of social interaction
• Enthusiasm for the studio and the job
• Patience, courtesy, and empathy as a listener
• Can-do attitude in responding to client requests
• Cooperative manner with an optimistic attitude
• Ability to prioritize and work within a fast-paced environment
• Eye for detail and care for the studio’s appearance and cleanliness
• Effective team player
• Maintain a professional appearance and behavior
• Excellent communication skills
• Must be at least 18 years or older

Pay

The hourly rate for this position is between $24.00 and $25.00 per hour, depending on experience and qualifications.

Benefits

Subject to eligibility and participation requirements, you will be eligible for Barry’s comprehensive benefits program, which includes:

• Medical, dental, and vision insurance
• Short-term and long-term disability insurance
• Life and AD&D insurance