What are the responsibilities and job description for the Operations Excellence Manager position at Grant Cardone Enterprises?
About Us
At Grant Cardone Enterprises (GCE), we empower entrepreneurs to achieve their business goals through our comprehensive education, consulting, and management services. As the world leader in this field, our expertise spans Business Education, Investment, Private Equity, Philanthropy, and Technology Development.
This role within our organization is crucial for ensuring client engagement, coach support, and operational excellence in a fast-paced environment. The ideal candidate will possess excellent communication and problem-solving skills, as well as a strong focus on client and coach retention strategies.
Key Responsibilities:
- Client Engagement Strategies: Develop and implement initiatives to increase client engagement, ensuring clients feel valued, supported, and invested in their success.
- Coach Performance Management: Ensure coaches meet performance expectations and provide proactive support to keep coaches motivated and aligned with program goals.
- Cross-sell & Upsell Opportunities: Identify opportunities for program expansion and cross-selling/up-selling based on client needs and satisfaction levels.
Omnichannel CRM & Marketing Tech Support:
- Leverage Omni CRM: Help coaches utilize Omi, our CRM system, to its fullest potential for tracking client engagement, managing communication, and ensuring timely follow-ups to maintain consistent client relationships.
- Tech Troubleshooting & Strategy: Offer troubleshooting assistance and strategic guidance to ensure coaches are maximizing Omni for client retention, marketing automation, and operational efficiency.
Experience:
- Proven track record in client success, retention, or customer service roles, preferably in a coaching or fast-paced, growth-focused environment.
- Experience working with CRM systems, Excel, and marketing technologies to track and engage clients and coaches.
- Experience with tracking and analyzing key metrics like Time to Value (TTV), Time to Return on Investment (TTROI) is a plus.
- Background in account management, customer relations or banking highly preferable.
Skills:
- Client & Coach Retention: Strong focus on client and coach retention strategies, identifying and addressing engagement issues before they escalate.
- Communication: Strong verbal and written communication skills, particularly in providing feedback, updates, and support to clients, coaches, and the broader team.
- Problem-Solving: Ability to proactively identify engagement issues and implement creative solutions to keep clients and coaches engaged and motivated.
- Data-Driven: Strong skills in data analysis and reporting, focusing on using metrics to drive improvements in retention and engagement.
Traits:
- Empathetic & Client-Focused: Highly empathetic and dedicated to ensuring clients and coaches feel valued, supported, and heard.
- Positive Attitude & Team Player: Collaborative and team-oriented, with a positive attitude inspiring others to engage and succeed.
- Self-Motivated & Results-Driven: Able to work independently and take ownership of retention efforts with a proactive, results-driven mindset.
Why Join Us?
This is an opportunity to work with a high-energy, mission-driven team dedicated to helping entrepreneurs scale their businesses. If you are passionate about client and coach retention, operational excellence, and making a significant impact in a dynamic coaching environment, we want to hear from you.
Grant Cardone Enterprises is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other protected under federal, state, or local law.
