Studio Experience Lead - Manhattan West, NY

[solidcore]; New York (NY); On-site; USD 78,197,000 - 90,404,000; Full time

Benefits offered by this job

Bonus eligibility

Monthly cell phone stipend

401k with employer match

Health, dental, & vision insurance

Flexible PTO

Free drop-in classes

Job summary

[solidcore] in New York is seeking a passionate full-time Core Crew team member to support the Head Coach Community Manager. The role spans studio operations, client experience, sales, and coaching to deliver a best-in-class client experience with brand consistency.

You will lead daily studio operations, manage client communications, and help achieve monthly sales targets while coaching part-time staff and maintaining a clean, welcoming studio environment.

Qualifications

• Excellent interpersonal and communication skills
• Outstanding customer service skills
• Strong organizational skills and careful attention to detail
• Must be willing to initiate tasks and perform duties without direction
• Ability to stand for long durations of time
• 2+ years sales and/or customer service experience preferred
• 1+ years coaching experience preferred
• MBO experience preferred
• Demonstrated leadership and/or team management experience preferred
• Passion for fitness, wellness, and the solidcore brand

Responsibilities

• Owning client experience CORE within the studio: welcoming clients by name and fostering community connections
• Provide operational leadership to Core Crew and coordinate daily priorities
• Manage studio communications and routine client-facing tasks (set-up accounts, scheduling, purchases)
• Interact with clients to assess needs and satisfaction
• Address client feedback and concerns promptly
• Notify management of employee or client concerns
• Report to Area Manager and help manage daily studio operations
• Keep clients informed about issues, events, and schedule changes
• Maintain knowledge of studio retail products and promotions
• Coordinate maintenance issues and ensure cleanliness and safety
• Set up celebrations for client milestones with coaches
• Educate clients on membership options and hit sales targets
• Drive revenue through proactive client engagement and follow-up
• Manage leads via sales platform, phone, and email
• Capitalize on in-studio opportunities and monthly targets
• Hire/train/manage part-time Core Crew if needed
• Coach Solidcore classes with a 5-class/week quota
• Oversee heated modality operations and towel service
• Maintain equipment, towels, mats, and cleaning protocols
• Uphold Solidcore values and lead by example

Skills

Interpersonal skills

Communication skills

Customer service

Organizational skills

Proactive/task-oriented

Stamina/standing duration

Sales experience

Coaching experience

Leadership/management

Brand passion

Education

High school education, some college preferred

Job description

[solidcore] is looking for an energetic, outgoing, and personable individual to join our Core Crew team as a full-time team member. This role provides comprehensive support to the Head Coach Community Manager across studio operations, client experience, sales, and coaching. Core Crew members contribute to [solidcore]'s success by generating sales, promoting the studio, delivering a best in class client experience with professionalism and patience, and maintaining brand consistency across all touchpoints.

You will be responsible for:

STUDIO & CLIENT EXPERIENCE

• Owning [solidcore]'s client experience acronym, CORE, within the studio: C: connecting with a warm welcome and using the client's name, O: opening up connections to the community, R: recognizing efforts in class, milestones, and achievements, and E: educating about offers and thanking clients for coming

• Provide operational leadership and direction to the Core Crew team, coordinating daily priorities, reinforcing studio standards, and serving as the primary point of contact for team needs.

• Managing local client communications within the studio, via phone, and via email; performing routine client-facing system tasks such as new account set-up, scheduling, purchases, and other general account management

• Regularly interacting with clients and obtaining, assessing, and addressing information on client needs, expectations and levels of satisfaction

• Reviewing and responding to client feedback; responding to client concerns promptly and effectively

• Notifying the Head Coach Community Manager and/or member of the studio management team of any employee or client concerns

BRAND CONSISTENCY/MANAGEMENT

• Reporting to Area Manager, and assist with managing day-to-day operations of the studio for the HCCM and implementing company-wide strategies, policies, procedures, and overall maintenance while ensuring the studio stays meticulously clean

• Being of service to our clients by being aware of studio issues, events, or schedule changes and communicating them to clients and [solidcore] team members as needed

• Maintaining product knowledge for all studio retail operations, including class packages, beverages/towels, and promotions

• Quickly addressing any maintenance or equipment issues that are visible to clients

• Alerting coaches about client milestones and setting up the celebration board

SALES

• Educating clients on the best membership option to optimize their personal goals, lifestyle, and preferences; owning membership conversation rate and membership mix within the studio

• Delivering revenue and sales targets; managing outreach and follow up for client leads within [solidcore]'s sales platform, phone, and/or email to meet monthly sales quota

• Maximizing in-studio revenue through proactive client engagement and follow-up

• Following up with client lists in Axle to meet monthly sales targets

• If applicable, and based on the needs of the business, hiring, training, and managing a team of part-time core crew; developing core crew talent with direct accountability to their overall performance

COACHING

• Coaching [solidcore] classes with a set quota of 5 classes/week (dictated by business needs); consistently meeting brand expectations while serving as an exemplary coach to part-time staff

HEATED MODALITY OPERATIONS

• Overseeing all operational aspects of [solidcore]’s heated modality, combining strength training, functional movement, and mobility

• Managing full towel service end-to-end: rotating towels and mats between every class, maintaining fully stocked storage, and ensuring laundry service is handled daily

• Operating and maintaining 20+ radiant infrared panels, optimizing studio temperature for each class

• Overseeing overall studio cleanliness and operationalizing Core Crew to follow step-by-step cleaning protocols consistently

• Coordinating the additional post-class reset required for [solidcore] + heated modality sessions, including accelerated equipment wipe-down, machine maintenance, and rapid turnover of towels and mats

• Embodying [solidcore]’s core values and new initiatives at all times, inspiring your team to do the same while holding them accountable to the same standard

What we need from you:

• High school education, some college preferred

• This is a permanent, non-exempt, full-time position with an expected 40 hours per week (including classes coached).

• Ability to lift up to 30 pounds and walk through all areas of the studio

• Ability to work a flexible schedule that meets the needs of the business, including mornings, evenings, holidays, weekends, and closing hours

What skills & experience you'll bring to us:

• Excellent interpersonal and communication skills

• Outstanding customer service skills

• Strong organizational skills and careful attention to detail

• Must be willing to initiate tasks and perform duties without direction

• Ability to stand for long durations of time

• 2+ years sales and/or customer service experience preferred

• 1+ years coaching experience preferred

• MBO experience preferred

• Demonstrated leadership and/or team management experience preferred

• Passion for fitness, wellness, and the [solidcore] brand

Compensation & Benefits:

• Compensation: $27.29 - $31.55 hourly
• Bonus eligibility based on performance
• Monthly cell phone stipend
• 401k with employer match
• Health, dental, & vision insurance
• Flexible PTO
• Free drop in classes at [solidcore]
• And MORE

[solidcore] is a national boutique fitness company with 100+ studios across the country. Our signature workout is 50 minutes of low-impact, high-intensity strength training: the lights are low and the music is loud. The coach guides the class through a series of slow & controlled movements that are sequenced to work muscles to failure. This class is accessible for all fitness levels and can be amplified or modified to accommodate individual goals. Class is as intense as our reviews suggest, but our instructors go above and beyond to provide a welcoming, supportive, empowering, and challenging experience for all. Please visit our website here to read more about our mission.

[solidcore] is firmly committed to social justice and promoting a culture of diversity, equity, and inclusion. You can click here to find out more about the actions we are taking to promote a more diverse and inclusive space for both our clients and our internal team.

[solidcore] is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. [solidcore] makes hiring decisions based solely on qualifications, merit, and business needs at the time.