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Customer Experience Director At Les Mills

Location: Chicago, Illinois

Job Description

Purpose and passion: it’s a potent combination that, when applied in a company that empowers you to be at your best, can create true greatness. At Les Mills, unlocking and amplifying that inner drive to achieve goals - or smash them – is something we’re not shy to say we’re great at. We do it for millions of people around the globe each week by delivering life-changing fitness experiences. And we do it every day for our own team - our Tribe - by providing a mandate to thrive, to play to strengths and to be proud of the part they play in creating a fitter planet.

It’s an exciting time for us right now as we slam the pedal down and surge towards some audacious growth goals…and industry-leading innovations. But in order to stand atop the podium, we need a united, inspired and high-performing team – ready to deliver that MVP moment, at any moment. And that’s where you come in.

Based in the US we have an exciting opportunity for a Customer Experience Director to play an integral role as a player coach to support existing club growth and retention to meet regional net repeatable billings. The CXD role ensures team mates are meeting or exceeding all agreed individual and team performance targets while developing skills and experience within the Customer Experience Manager (CXM) team.

The role works closely with other tribe members within the Instructor Experience, Customer Experience and Marketing functions to deliver on integrated strategies and provide life changing fitness experiences to our clubs, instructors and participants across the US.

In order to be successful, you will thrive in a fast-paced environment, embrace change, and have an ongoing desire to get your hands dirty. You'll have successfully supported an integrated sales environment, where you value the need to understand the customer better than they do.

Ideally you will have had experience within the health and fitness industry but this is negotiable...passion for our purpose to create a fitter planet is not! You must live and breathe our purpose and values of One Tribe, Be Brave and Change the World.

THE KIND OF THINGS YOU WILL BE INVOLVED IN:

  • Develop and recommend the annual strategies for the regional Customer Experience team for approval by the VP Regional Accounts (CX)
  • On approval by the VP Regional Accounts (CX) implement the plans & strategies, to agreed deadlines, budgets and KPIs.
  • Coordinate regional customer experience strategies and activities across the organization to gain efficiencies and synergies.
  • Actively contribute to building a high performing leadership team that delivers to agreed strategies and goals and inspires the Les Mills team to achieve results and drive business growth.
  • Ensure that best practice systems and processes relating to Customer Experience team activities are established, managed and continuously monitored for effectiveness and efficiency
WHAT WE’RE LOOKING FOR:
  • Extensive sales and account management experience with a demonstrated ability to inspire and develop large sales teams
  • Results focused and proven ability to drive net revenue growth
  • Talented at motivating teams and having great conversations to enhance people’s engagement with the business and career growth within Les Mills
  • Extensive industry knowledge and passion for health and fitness
  • Demonstrable customer focus and understanding of our club partners business
  • An energetic, forward-thinking and creative individual with high ethical standards
  • Excellent communication and interpersonal skills and the ability to influence at all levels of an organization


We’re looking to be wowed by your ability to embrace change and bring others along on the journey.

In return for all you bring to us, we’ll return serve by giving you every chance to exercise your passion, and thrive with a company that’s out to change the world.

#jointhemovement