One Academy® is a functional fitness group training facility that was founded on a mission To fill hearts with hope, bodies with strength, and minds with confidence. Our 9,000 square foot facility is home to a number of services and products including HiFlux™, our proprietary training method, and One Academy Everywhere, our live virtual training program. Not only does OA bring exceptional training to life, but we also pride ourselves on being home to an incredibly supportive community. At One Academy®, we seek ways to give back to our community by hosting charity events throughout the year, and through our One Strength training program in partnership with Covenant House and St. Mikes.
What is a Member Experience Manager?
Toronto’s most effective functional group training facility is looking for a Manager to join our team! As a key member of our staff, you will be responsible for assisting the oversight of facility operations to ensure an exceptional member experience. You will be in a management position, leading the day-to-day operations, including, but not limited to, items listed below. You will report directly to the Director of Operations.
The One Academy Member Experience Manager is responsible for the hiring, onboarding and training for all Front Desk employees and will be accountable for leading the team in a positive and motivating manner with a continuous focus on employee development.
You are incredibly organized and have exceptional time management skills. You can think quickly on your feet to solve anything that a day might bring, and you do so with utmost professionalism. You have previously worked in a customer service sales based business, and understand the importance of excellent communication. You love accomplishing goals, developing processes, mentoring, and keeping your emails organized. You have a keen eye for cleanliness, and are constantly seeking ways to improve systems and processes.
The Member Experience Manager thrives in a fast-paced environment where an entrepreneurial mindset is encouraged and expected.
What can you expect in this role?
Below is a list of primary responsibilities, and we look forward to hearing how else you’d like to contribute to the role.
STAFF MANAGEMENT
- Create staffing schedules with the assurance that all shifts are covered
- Provide backup support for any employee who is absent
- Lead by example and maintain consistent accountability for direct reports by training and coaching staff members to provide exceptional customer service
- Resolve employee issues or concerns in a professional manner
- Updating onboarding program and training documents
- Manage the entire candidate scouting process for hiring the Front Desk team
Operations
You will assist the Director of Operations in the following:
- Manage the One Academy Front Desk Team
- Lead the rollout and implementation of any changes to amenities or facilities
- Manage and rectify all maintenance and facility related issues
- Oversee One Academy maintenance/cleaning, ensuring the facility is “member-ready” at all times
- Manage the multiple aspects of inventory control
- Managing member & wellness client account issues or escalations
- Mentoring and guiding Front Desk staff through examples to ensure a learning opportunity
- Actively working with the management team to create and maintain an energetic, positive, and rewarding work environment for One Academy’s Front Desk & Wellness Team
- Track Key Performance Indicators such as unpaid visits, failed auto-pays, late cancels, pricing options (weekly, monthly, annually)
- Support back end operational systems in class schedule creation through Minbody
- Manage One Academy Everywhere Virtual operations
Sales & Marketing
You will assist the VP of Marketing & Operations in the following:
- Work towards sales goals
- Continually educating our front desk and wellness teams on our marketing initiatives
- Communicating key messages across all levels of the business
Daily (On-going):
Member communication:
- Manage Membership Masterlist
- auto-emails, on-site signage
- Customer service escalations (member experience, refunds requests, etc)
Retail / Cafe
- Manage and Optimize Shopify backend
- Inventory Management
- Manage logistics for product sourcing / shipments
Additional Projects
*project subject to change and additional projects to be added throughout the year
- Manage All Operations for event management: permit sourcing, budget, staffing etc
- Manage all operations for Virtual Class offering: training support staff, ensuring systems are in good working condition,
Front Desk Duties
- Evening and Weekend Shifts
- Check-in members & guests
- Handling cash and credit transactions
- Respond to client inquiries (in person, over the phone, and through email)
- Promoting gym products and services
- Assisting members with their membership needs and billing process
- Build relationships and maintain regular contact with One Academy members to retain them, motivate them, and assist them in meeting their health and fitness goals
- Show ambition to continue professional development in the sales and fitness industry
- Answer questions, address complaints and provide members with correct information
- Organize and maintain overall facility cleanliness
- Manage coffee and smoothie bar operations (selling & fulfilling cafe orders)
- Retail merchandising and online sales fulfilment
- Office supplies inventory and orders
Do you have what it takes?
- Ability to effectively communicate the company’s mission, class programming and membership options to prospective members
- Ability to work in a fast paced environment with exceptional attention to detail, organization and time management skills
- High degree of self motivation
- Ability to think creatively and develop effective strategies when problem solving
- Ability to customize solutions and make recommendations
- Effective and professional communication. Proficient in English (oral and written)
- Ability to work under pressure and to resolve requests in a courteous manner
- Ability to work in a multidisciplinary team environment
- Consistent display of good judgment and initiative
- Ability to work independently
- Ability to adapt to within an always expanding health care and fitness practice
- Welcoming and inclusive
Qualifications:
You are a dedicated team player with highly developed problem solving, communication and organizational skills. You are a self-starter with an outgoing personality with the ability to lead and inspire others through example and clear communication.
- Undergraduate Degree is preferred
- Ability and desire to be hands on in an entrepreneurial fast-paced environment
- 2-3 years experience in customer service sales
- 1+ year of management experience
- MindBody Online system experience required
- Ambitious and driven
- Able to manage self and others
- Flexibility in your schedule and available to work on weekends when needed
- Excellent time management, organizational and follow-up skills
- High standards of quality and customer service
- Superior verbal, and written communication skills
- Project management skills – proven ability to oversee multiple projects with the objective of prioritizing and investing time appropriately
- Team player who understands the importance of the role as a key support function to the front desk team and the company
- Proficient in Microsoft Office Suite and Google Suite
- Previous wellness centre experience a Bonus but not required
- Previous fitness studio experience a Bonus but not required
- Up to date CPR certificate
What’s in it for you?:
- Full-Time Salary
- Health Benefits Plan
- One Academy Staff Membership
- 10% off all retail items
- Staff discounted cafe items
- Ongoing training and development and mentorship to ensure a long and successful career path with One Academy
- Inspiring and energetic work environment
Equity, Diversity and Inclusion
One Academy is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse community that we serve.