The Job in a Nutshell
The Yoga Movement Community Manager is responsible for cultivating the community in their studios through events and activations. They play a vital role in fostering engagement and building relationships with our clients and brand partners.
They are wholly responsible for the inner workings of their assigned studios, including and not limited to, all facets of Team Management and Development, Service Training, Scheduling and Studio Management.
They are ultimately responsible for the client's experience and take ownership of the studio's needs. It is a requirement of the role to place themselves at each location every week, splitting their time as they see fit.
CLIENT MANAGEMENT & SERVICE EXPERIENCE (30%)
The Community Manager is the go-to client-facing representative of Yoga Movement. They will drive implementation of YM’s brand standards and customer service training programs, providing motivation, and sharing good vibes to create a positive and professional working environment. They are to ensure that the Front Desk team are knowledgeable, inspired, and have an enjoyable experience working with us.
We run on an extremely high customer service focus in the business. We do not have binding memberships or contracts, which implies that we need to provide great service every time to ensure that our clients keep coming back.
The Community Manager will be responsible for structured onboarding and hands-on training with the team to ensure all Front Desk staff are equipped with the full scope of technical and product knowledge relating to YM, and fully capable of handling customer-based enquiries or challenges at their studio, including but not limited to:
- Maintaining the YM Service Standard for all front desk staff and ensuring a great client experience in the studios.
- Displays professionalism and the YM way, in all dealings with clients.
- Ensures a 48-hour response turnaround time to all enquiries, feedback, and complaints via various channels, such as phone, email, chat, or in-person.
- Maximising the capacity of each practice room; managing waitlists, third-party booking sites, and other administrative tasks as efficiently as possible.
The Community Manager will be responsible in ensuring that the Front Desk staff are well versed on:
- Current promotions and supporting sales lines
- (i.e., how to break it down for the customer and list benefits)
- The YM App and Web
- Our CMS booking system and third-party booking systems
- Our Core offering (YMTT, Class Packs, Private Classes etc)
- Our Terms & Conditions
- Our service standards (Regular updates and reinforcement of these to all Front Desk staff)
SCHEDULING & TEAM MANAGEMENT (40%)
The Community Manager is wholly responsible for the operations of their respective studios to ensure they run smoothly and in line with YM brand standards.
This includes efficient scheduling of the Front Desk and Teaching teams for their studio needs, ensuring the teams work in tandem to provide the best client service experience possible, as well as team management, and oversight of performance management and professional growth via close partnership with the HQ team.
This will require the development of policies around leave, shift swaps, and cover management to ensure studio operations run smoothly with manpower and that resources evenly and fairly distributed.
They are also to ensure the timely update of any class changes and teachers' schedules/availabilities across our systems (CMS, Connect Teams, etc) for payroll.
This role will be responsible for monitoring and optimizing headcount requirements at the studios, implementing, planning, and having the foresight to ensure that the studios are always sufficiently.
They will collaborate with HR proactively on recruitment, hiring, onboarding processes, and disciplinary functions for all team members - teachers and front desk – under their purview. Ultimately, the Community Managers have hands-on involvement in the development and standards of the Front Desk team but also have guiding input on the teaching team’s individual advancement opportunities. They will work closely with the Academy & Training Manager by contributing feedback on team spirit, initiative, and working attitude to identify development opportunities in the company.
STUDIO MANAGEMENT (30%)
The Community Manager must ensure that all studio facilities are well maintained, and general housekeeping (Daily Grind) and tidiness are up to up to standards. Maintenance and upkeep of the studios must be dealt with quickly and cost-effectively, with clear channels for escalation and timelines for repairs and maintenance. Be resourceful and employ common sense around breakages and things that need to be fixed. They are also to ensure that all merchandise displayed at their studios is adequately replenished and well-maintained.
Administrative duties are also required to be done in a timely manner, including but not limited to:
- Month end deliverables
- Stock Count
- Other Additional Reports/Deliverables Assigned by the BOM
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