Lead Retail Sales Associate / Customer Service

About the Role

The Assistant General Manager supports the overall success, profitability, sales performance, employee engagement, and client experience of the studio. This role serves as a key leader within the studio, responsible for coaching staff, driving membership growth, supporting operations, maintaining service standards, and assisting in achieving revenue and retention goals.

Responsibilities

• Sales Leadership & Membership Growth
  • Continue performing Wellness Membership Advisor (WMA) responsibilities while serving in a leadership capacity.
  • Follow all steps in the sales process and maintain an individual conversion rate goal of 40% or higher.
  • Support studio-wide conversion goals through coaching, accountability, and performance tracking.
  • Monitor performance metrics through MBO, PULSE, and other reporting tools.
  • Conduct role-playing, coaching, and ongoing sales development activities.
  • Identify opportunities to increase membership sales, upgrades, retention, and client frequency.
• Team Leadership
  • Assist with recruiting, interviewing, onboarding, and training team members.
  • Support employee development through coaching and performance discussions.
  • Participate in touch-bases and performance management conversations.
  • Promote a positive, professional, and accountable culture.
  • Ensure all studio policies and procedures are communicated and followed.
  • Assist management with employee engagement and retention initiatives.
• Client Experience
  • Create exceptional first impressions and build rapport with clients.
  • Identify client needs and recommend appropriate wellness solutions.
  • Resolve client concerns professionally and effectively.
  • Manage escalated client issues and work toward positive resolutions.
  • Demonstrate empathy, professionalism, and accountability in all interactions.
• Studio Operations
  • Assist in managing day-to-day studio operations.
  • Ensure the facility remains clean, organized, safe, and client-ready.
  • Address emergency scheduling challenges promptly.
  • Assist with inventory management and ordering supplies.
  • Support studio maintenance and operational excellence.
  • Assist with reporting requirements, including FAP reports, Opportunity Logs, Cancellation and Suspension reports, Frequency Calls, inventory tracking, and operational reporting.
• Marketing & Community Engagement
  • Assist in implementing local marketing initiatives to increase studio awareness and membership growth.
  • Promote community outreach opportunities and partnerships.
  • Support and increase social media visibility, engagement, and brand awareness through content creation, studio event promotion, client success stories, team recognition, and collaboration with Company marketing initiatives.
  • Encourage team participation in social media and community engagement efforts while maintaining brand standards.
• Professional Development
  • Participate in Focused Performance Groups (FPGs), leadership development programs, and other Company-sponsored training opportunities.
  • Attend required meetings, workshops, and training sessions.
  • Continuously develop leadership, sales, and operational skills.
• Additional Responsibilities
  • Work with management to develop and implement strategies that improve productivity and profitability.
  • Support weekly, monthly, quarterly, and annual business goals.
  • Complete additional projects and duties assigned by management.

Qualifications

• Passion for health and wellness
• Membership confidence
• Retail Management experience
• Results-oriented mindset
• Customer-focused approach
• Strong communication and interpersonal skills
• Passion for sales and business growth
• Ability to remain calm under pressure
• Strong organizational and time management skills
• Ability to multitask and prioritize effectively
• Self-motivated and proactive

Physical Demands

• Frequent use of computers and office equipment
• Ability to sit and stand for extended periods
• Frequent verbal communication with staff and clients
• Ability to lift and carry typical office and studio supplies

Work Environment

• Primarily performed within the studio environment
• Weekend, evening, and holiday availability may be required
• Fast-paced environment requiring flexibility and adaptability