Employment: Client Experience Manager

Purpose:

The Client Experience Manager will be responsible for ensuring that all client engagement with Physicore is positive. The role will include contacting new clients, responding to and assisting with all client enquires, managing client contact logs, running client reports, ensuring that all studios are kept tidy and stocked up with relevant supplies. In addition, the Client Experience Manager is responsible for making the Physicore community as welcoming as possible. This broad role comes with a lot of autonomy and the potential to demonstrate initiative. The Client Experience Manager would report directly to Physicore’s co-founders. This is a part-time employment role with up to 20 hours offered per week.

Key Areas of Focus:

  • Answer the Physicore phone in the hours of work
  • Respond to all client emails / requests in a timely fashion (24 hours or less) and engage with clients professionally, yet personably
  • Maintaining a high level of customer communication through personal interaction with clients and allowing and soliciting client feedback
  • Following up with new clients and enveloping them into our community
  • Meeting and exceeding retention and utilization goals both personally and as a team
  • Increasing client satisfaction by providing a clean and welcoming environment and ensuring all supplies are fully stocked
  • Perform routine tasks including, but not limited to, ordering supplies and reconciling daily no-shows
  • Act as Physicore ambassador both inside and outside of the hours of work

Responsibilities:

The Client Experience Manager’s main responsibilities and essential job functions include, but are not limited to:

  • Providing a high levels of customer service and a consistently clean environment
  • Be proficient in the use of Outlook/Mail, MindBody Online, and any other computer program required to meet Physicore’s needs (training can be provided)
  • Flag any maintenance or equipment (sound) issues that are visible to clients
  • Communicate Physicore promotional activity to clients where possible
  • Work with vendors to ensure the timely delivery of supplies and cleanliness of the studio
  • Work with the co-founders to implement new policies or procedures that would elevate the client experience
  • Attend weekly meetings with the co-founders to discuss goals, targets and operational matters
  • Be prepared to travel between Physicore studios to ensure compliance with all above responsibilities, although majority of work will be based at Surry Hills location.

Required Skills and Expertise:

  • Passion for the Physicore brand
  • Above average time management skills and the ability to be consistent in completing the daily, weekly, and monthly responsibilities required
  • Experience working with people either in a peer-to-peer situation or a customer service role
  • Flexibility and a willingness to wear many hats and react quickly to unforeseen situations
  • Ability to work a flexible schedule that meets the needs of the business, including mornings and evenings would be preferred
  • CPR Certified

Compensation / Benefits

  • Competitive hourly rate
  • Statutory superannuation
  • Statutory vehicle expenses for travel between Physicore studios
  • Potential for bonus from new client sales & marketing
  • Attendance of Physicore classes for no charge (subject to class availability)

If you are interested in this role, please email your CV and a cover letter on why you should be considered for this role to Cat at info@physicore.com.au.

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