Client Experience Manager
Role Summary:Our client, SWTHZ, is the fastest growing recovery franchise business globally, focused on accelerating the world’s adoption of contrast therapy through private suite experiences harnessing the power of infrared sauna and cold plunge. We are seeking a highly motivated, sales-driven leader to oversee all aspects of our studio’s performance, including revenue, operations, customer experience, and community impact. The Client Experience Manager plays a critical role in leading and motivating their team to deliver an exceptional guest experience that drives membership growth and retention.
As a passionate advocate for the SWTHZ brand, you will embody our core values of integrity, respect, fairness, and excellence. This is a high-impact role offering a unique opportunity to get in on the ground floor of an exciting, expanding company.
Our mission is driven by wellness. We believe that a true, authentic passion for the health and wellness industry is the primary driver of success in this role. We are looking for leaders who don't just manage a business, but who personally value and advocate for the transformative power of recovery.
What will you be engaged in day-to-day:
- Collaborating with the sales team to develop and implement strategies to achieve studio membership and revenue goals.
- Coaching and mentoring Sales Associates on effective relationship-based sales techniques and product knowledge.
- Tracking and analyzing key membership KPIs to derive insights for strategic decision-making.
- Partnering with the marketing team to drive brand awareness and generate high-quality leads.
- Building and cultivating a high-performing, engaged team within a positive and collaborative work environment.
- Leading by example through exceptional work ethic, clear communication, and superior customer service.
- Implementing effective performance management practices, including goal setting, regular feedback, and formal reviews.
- Overseeing all aspects of daily studio operations, including staff scheduling, assignments, and inventory management.
- Ensuring a clean, safe, and inviting studio environment by enforcing strict hygiene and safety protocols.
- Managing cleaning staff and operational workflows to maintain high standards and minimize member attrition.
- Identifying and implementing operational improvements to continuously enhance the member and team experience.
- Performing other duties as assigned.
- A genuine, deep-seated passion for health and wellness.
- High School Diploma or GED required, some college coursework preferred.
- 2+ years of experience in management with a proven ability to lead and inspire a team.
- Experience in sales and relationship-based selling, with a focus on building value and overcoming objections.
- Strong strategic thinking skills with the ability to dissect complex challenges and forge financial solutions.
- Excellent business acumen and the ability to balance sales goals with operational excellence.
- Proven ability to delegate effectively to meet revenue and membership targets.
- Current CPR and AED Certification received through in-person training prior to start date.
- Ability to lift 50lbs and perform physical duties, including prolonged standing and walking.