Lead Customer Officer

Benefits:

• Bonus based on performance
• Employee discounts
• Free uniforms
• Opportunity for advancement
• Paid time off
• Training & development

Do you want to work for one of the fastest growing health and wellness companies in the country?

Do you like being a part of a company that actually helps people achieve their goals?

Do you like a fast paced and upbeat work environment?

If you said YES, then Stretch Zone is the place for you. We are looking for a Head of Customer Success to undertake and oversee a team that will handle all front desk duties and responsibilities of our 6 locations. You will be responsible for the following:

• Customer Engagement and Retention: Implementing strategies to ensure timely agreement renewals by customers across all locations, focusing on reducing attrition rates. You will also be responsible for evaluating and potentially introducing additional customer programs to complement existing initiatives like Flex Points, chalkboard acknowledgment, and gifts.
• Active Member Outreach: Proactively ensuring that all members are contacted to promote at least one stretch session per month, catering to their membership benefits unless prevented by illness or vacation. This initiative is vital for maximizing member engagement and utilization of services.
• Outbound Communication: Overseeing outbound communication efforts to ensure that our teams meet or exceed the monthly goals set for each studio in terms of new customer acquisition. This includes managing the volume of outbound calls to achieve or surpass the target number of demos and customer interactions as established.
• Inbound Communication Management: Ensuring all forms of inbound communication, including calls, voicemails, texts, Google reviews, and emails, are addressed promptly and effectively to maintain high standards of customer service.
• Customer Support: Providing comprehensive assistance to customers, including resolving issues, collection processes, processing payments, fostering relationships, and identifying upselling opportunities when appropriate.
• Training and Compliance: Guaranteeing all studios adhere to Stretch Zones training schedule through quarterly virtual sessions, and ensuring staff compliance with timekeeping protocols.
• Marketing and Communication: Managing the execution of email campaigns, social media posts (SOCI), and the display of up-to-date marketing materials in every studio to support brand visibility and customer engagement.
• Operational Audits and Administration: Facilitating annual audits, contributing to payroll processes, and participating in the hiring and onboarding of new staff, including coordinating training-related travel.
• Local Engagement: Encouraging each studio to maintain an active presence in the community through participation in external events, targeting at least one event per month or a minimum of one per quarter.
• Team Leadership: Leading and developing a dedicated team, including a Business Development Associate and Customer Success Associates, to achieve and exceed set objectives through effective leadership and strategic direction.
• Ensures SOPs, Work Instructions, policies and processes are followed
• Leader in Service and Education: Coaches other team CSRs in order to continually improve the services and nurtures an environment where the team can excel through encouragement and empowerment. Responsible for continuous improvement of processes, policies, and procedures

The ideal candidate will have a friendly and easy going personality while also being very perceptive and disciplined. Competence in dealing with complaints and giving information as well as a customer-oriented approach are essential.

The candidate will also have some sales experience and will be required to make outbound calls to both current and prospective clients concerning payments, memberships and new sales. This position will also be responsible for social media posts and management.

The goal is to make guests and visitors feel comfortable and valued while on our premises so as to contribute to an overall great experience for the client and be a part of the growth of our company.

About Stretch Zone:
Stretch Zone Is the world's leading source and educator for todays advanced practitioner-assisted stretching, Build to provide performance enhancement modalities for health practitioners, massage therapists, trainers and athletes alike, Stretch Zone Method is a proven course of innovative stretching techniques.

Job Type: Full-time

Salary: $40,000 + bonus opportunities monthly

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Ability to commute/relocate:

• we have 6 locations that this role will be responsible for visiting at least once a month. All are in Montgomery County, MD or Northern Virginia. Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Customer service: 1-3 year (Required)

Work Location: Hybrid - 75% remote

Flexible work from home options available.