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Customer Experience Operations Manager 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.

We’re looking for a Customer Experience Operations Manager to join our Customer Experience team in the US based in Chicago, IL.

THE KIND OF THINGS YOU WILL BE INVOLVED IN

  • Maintain an up to date knowledge of all systems, products and services to support team members in providing an exceptional member experience and maximize sales opportunities
  • Support the training and process improvements to deliver growth by identifying opportunities to improve lead generation and nurture
  • Support the training and process improvements to deliver growth by identifying opportunities to sell, cross-sell and up-sell to new and existing customers.
  • Ensure all daily transaction requirements, administrative tasks and other duties are carried out in accordance with current company practices and procedures
  • Provide relevant departmental reporting including sales targets, service delivery levels and compliance
  • Ensure team member adherence to set targets and appropriate call handling
  • Relationships are developed with CX, IX, Marketing and Finance Teams to guarantee a smooth transition of the customer through the customer journey.

WHAT WE’RE LOOKING FOR:

  • Proven experience in leading a team to deliver and continuously improve business results.
  • Project Coordination or Account Management experience.
  • Understanding of Les Mills products and experience executing the program launch process and ongoing partnership service.
  • Excellent presentation skills, both to individuals and groups.
  • Comfortable working to deadlines and managing a large volume of tasks and communication.

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.

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.

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.