Sales/Operations Manager

Burn Boot Camp Holmen is looking for people who are passionate about creating an environment that leads to people reaching their goals through building relationships, selling memberships, and leading our team at the front desk. The Operations Manager plays a critical role at Burn Boot Camp as the leader of a member-facing team and the first faces a potential member may see when they visit for the first time. They are responsible for executing the front desk role while also upholding the high standards of Burn Boot Camp through the front desk team. There is a strong focus on “leading up” to be a part of process improvement and ensuring the direct experience from the front desk is factored into significant decisions.

As an Operations Manager, you will be a part of a dynamic team that positively affects the lives of our members on a daily basis! You will participate in the operation and success of a fast paced fitness facility, build relationships with Burn members and the community in order to help maintain and build member base and you will be responsible for providing our members with the best client experience ever!

YOUR ROLE:

The Operations Manager (OM) is the face of the member experience and accountable for the member’s perception when they walk through our doors. The OM is responsible for leading the Burn Ambassador and Childwatch teams and managing all gym operations while working
closely with the Lead Trainer, Training team and Leadership Team. The OM is a critical part of the Gym Management Team (GMT).

A successful OM thrives in a small business, fast-paced environment, is adaptable to change, has excellent customer service skills and effectively communicates, leads, and influences other team members. A welcoming, friendly, and energetic presence is critical. Being passionate
about connecting with others and changing people’s lives through fitness is a MUST.

The hours are from 4:15am - 12:30pm and/or 3:15pm-7:30pm Monday - Friday, 6:30am - 11:00am alternating Saturday's. This position will need someone who is extremely flexible, willing to help your team meet the company's objectives. The OM position is salaried and requires a 40 hour per week work schedule; this will include some early mornings and evenings.

COMPENSATION:

• Annual Salary, commission, and bonus opportunities
• Complimentary gym membership
• 25% discounts on all Burn Boot Camp retail shop products

RESPONSIBILITIES:

• Member Experience & Account Management
  
  • Deliver 5-star member experience (in-gym, answering/returning phone calls, email, text, etc.)
    
  • Know and understand the membership agreement, pricing, products and services
  • Ensure team is properly trained to sell a membership
  • Manage new memberships and membership renewals according to process
    
• Member Growth Management
  • Accountable for gym reporting and scorecard, understand the variances to plan, propose solutions and actions if falling short of goal, and execute to reach the gym goals and company objectives.
  • Work with Lead Trainer in reaching gym goals
  • Reach specific membership targets month over month that align with company objectives
• Gym Operations Management
  
  • Actively participate in regular meetings such as Promotion, Gym Performance, and Department meetings
  • Organize events, theme days, community events in gym
  • Ensure the gym environment is tidy and clean and all supplies/materials are ordered and in stock; resolve issues that need attention or fix on-the-spot, if possible
  • Manage recurring vendors and report/follow through on maintenance issues
• Retail
  • Strategize retail needs and understand what the members want in order to optimize retail sales and keep inventory levels to a minimum
  • Manage the monthly retail launch including item selection, item quantities, and launch execution
    
  • Maintain inventory control which is reconciled and analyzed monthly via physical inventory process.
• Personnel Management
  • Manage schedules for Burn Ambassadors and ensure all shifts are covered; fill in if necessary
  • Oversee Burn Ambassador and Childwatch performance, including probationary period reviews and ongoing performance check-ins
  • Manage training for new and existing team members on new processes, systems, and technology
  • Handle disciplinary measures through resolution, as necessary (including verbal and written redirection and possible termination)
    

QUALIFICATIONS:

• Background and experience in customer service and management
  
• Excellent customer services skills, outgoing, motivational and friendly.
• Proficient computer skills, including Microsoft Office Suite (Gmail, Google Drive, Apple products)
• Proficient in MindBody and Loopspark software (preferred, but not required)
• Solid understanding of social media platforms and best practices
• Ability to deal with pressure in meeting sales quota.
• Excellent listening and verbal communication skills.
• Ability to build relationships with members.
• Ability to resolve conflicts in a professional, tactful manner.
• Ability to multi-task and learn quickly.
• Ability to lead and train staff members
• Positive attitude is a MUST

*This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.