Job Summary: We are seeking a proactive and results-driven Customer Success Manager to join our leading fitness club. The ideal candidate will be passionate about fitness and dedicated to delivering exceptional service to our members. You will be responsible for ensuring our members achieve their fitness goals and have a superior experience with our club. Your role will involve fostering strong relationships, providing tailored support, and driving member satisfaction and retention through personalized solutions and proactive engagement.
Job Description: Position Title: Customer Success Manager
Location: General Santos City
Reports to: Chief Operations Officer
Type: Full-Time
Duties and Responsibilities: Member Engagement: Develop and maintain strong relationships with members, understanding their fitness goals and preferences. Act as a primary point of contact for members, addressing inquiries, concerns, and feedback promptly and effectively. Onboarding and Training: Guide new members through the onboarding process, including fitness assessments, goal setting, and introduction to club facilities and programs. Provide training on the use of fitness equipment and club resources, ensuring members are comfortable and knowledgeable. Personalized Support: Create and implement personalized fitness plans and recommendations based on individual member goals and needs. Monitor member progress and provide ongoing adjustments and encouragement to help them achieve their objectives. Feedback and Improvement: Collect and analyze member feedback to identify trends, areas for improvement, and opportunities for enhancing the member experience. Collaborate with internal teams to address issues and implement improvements based on member feedback. Retention and Upselling: Develop and execute strategies to increase member retention and satisfaction, including personalized follow-ups and wellness checks. Identify opportunities for upselling additional services, memberships, or products, and work with members to meet their evolving needs. Reporting and Metrics: Track and report on key performance metrics related to member satisfaction, retention, and engagement. Provide regular updates and insights to management regarding member trends, feedback, and success stories. Collaboration: Work closely with the fitness trainers, marketing, and other departments to ensure a cohesive and positive member experience. Participate in team meetings and contribute to the development of strategies and initiatives aimed at improving member success and satisfaction. Qualifications: Bachelor's degree in Business, Sports Management, or a related field. Proven experience in a customer success, account management, or similar role, preferably within the fitness or wellness industry. Strong interpersonal and communication skills with the ability to build rapport and trust with diverse members. Excellent problem-solving skills and a proactive, solutions-oriented mindset. Proficiency in CRM software and MS Office Suite; experience with fitness management software is a plus. Passion for fitness and a genuine interest in helping others achieve their goals. Benefits: Competitive salary and performance-based incentives. Comprehensive HMO. Free gym membership and fitness classes. Opportunities for professional development and career growth. If you are a dynamic individual with a passion for fitness and a commitment to exceptional customer service, we invite you to apply for the Customer Success Manager role and help us continue to deliver outstanding experiences to our valued members.
Job Type: Full-time
Pay: From Php25,000.00 per month
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