Wellness Concierge Lead

If you believe lives can be changed with holistic health care, we want to meet you. Youre a connector, a facilitator, a community builder. Youre astute at personalized service and member relations. You have a sense of purpose around health and wellness (you may even have a story around it) and you are inspired to share it. If you have the opportunity to change a life today, you will. You believe in the power of natural medicine and you view health holistically physically, mentally, emotionally. You understand that the pursuit of health and wellness can be a circuitous journey as clients navigate the chapters of their lives. Consequently, you are open, accepting and non-judgmentalproviding a safe and compassionate place for our clients to be well.

Wellness Concierge Lead Job Description

The Wellness Concierge Lead will provide day-to-day leadership and management to ensure the Root customer experience is delivered consistently, seamlessly and true to the mission and values of the company. They ensure that each touchpoint across the customer journey is engaging, efficient, and effective. A successful Wellness Concierge Lead will coach a teamto deliver company revenue goals,increases client satisfaction rates, increases customer loyalty, and augments the experience to cultivate retentionand membership growth.This includes daily direction for the front desk tooptimize our schedule, conduct customer service and outreach calls,overseeing walk-ins and the reception area, the retail wall, as well as in-person, messenger AI/phone, email bookings and reaching sales targets.The Lead will provide direction to the Wellness Concierge team on a daily basis, understanding their role in keeping motivation and momentum stoked daily towards monthly financial goals. They will track progress and direct trainings that will optimize the performance of their team.

Responsibilities:

Develop Best of Class Wellness Concierge Team members

• Responsible for hiring, training, developing and managing performance of Wellness Concierge team
• Modeling and training the best of customer service for all Wellness Concierge team members from passion of our mission to knowledge of our services and philosophy to addressing customer requests or issues in a calm, grounded manner
• Daily Huddles with WC team - Appointment and Member tracking with weekly Dashboard updates and management
• Coordinate and direct the Wellness Concierge team to execute customer outreach effectively
• Monitor Wellness ConciergeTeam performance, bonus targets and coach towards improvement

Sales and Schedule Management

• Drives optimization of Schedule and Capacity - additional appointments, upgrades, making sure each day is scheduled as optimized as possible
• Daily Huddles with WC team - review opportunities for the day and confirmation opportunities for the next three days
• Appointment and Member tracking with weekly Dashboard updates and management
• Coordinate and direct the Wellness Concierge team to execute customer outreach effectively
• Build connections and awareness in the neighborhood to promote Roots services.
• Collaborate with Community Manager in marketing/promotional activities/events to increase Roots presence in the local community.

Protects Customer Experience Standards & Policies

• Champion opportunities to consistently deliver the Root Whole Body experience from first impression to customer journey to repeat visits
  
• Oversee site management to meet the highest standards of cleanliness, including reporting and recording facilities needs and upgrades based on customer and staff feedback
• Assist with merchandising and maintaining the reception and retail areas
• Display masterful knowledge of Roots services, membership options, classes, and retail products offered to all customers via in person, Messenger AI/phone, and email communication
• Follow up with customer concerns and/or requests in a timely manner - guide the Wellness Concierge Team in effective client issues resolution and handle any escalations
• Manage records of all customer communications and activity in Mind Body and Messenger AI software
  

Qualifications:

• Minimum 4-7 years experience in front line guest service (spa, hospitality and/or retail preferred)
• Minimum 2-4 years in supervisory or management role
• Bachelors degree in hospitality, sales, or communications preferred
• Ability to build a team to drive growth, develop customer relationships and build community
• Excellent communication, time management, organizational and follow-up skills- ability to train others
• Experience building trust and developing customer relationships
• Skilled in transforming customer vision into actual results within our services

Benefits:

Bonus Opportunity

Personal Time Off (PTO)

Complimentary Yoga and discounted Root Services

Job Types:Full-time, Part-time

Pay: $20-22 per hour DOE with monthly performance bonuses

Hours: Full-time (may includes weekend day)