The Role
Lead front-of-house operations and client experience at a Pilates studio. Supervise and train Studio Leads, manage bookings and sales via Mindbody and AXLE, handle client communications, support onboarding and retention, run local marketing and community outreach (3-4 events/month), review NPS feedback, and assist with opening/closing and daily studio duties.
Summary Generated by Built In
The Community Lead at JETSET Pilates is a vital role responsible for fostering a strong sense of community within the studio with an emphasis on enhancing the overall client experience and consistency in service delivery. Reporting directly to the General Manager, the Community Lead will oversee a team of Studio Leads while actively participating in the day-to-day operations of the studio. This dynamic role requires a combination of leadership, client care, sales, networking and hands-on engagement in front of the house functions. The Community Lead plays a pivotal role in client retention, new client experience, and local marketing initiatives to promote JETSET Pilates in the community.
Duties and Responsibilities
- Provide training, guidance, support, and feedback to Studio Leads to ensure a cohesive and high-performing team. This includes onboarding new Studio Leads and conducting training sessions with the General Manager (GM) when necessary.
- Perform studio lead duties, including but not limited to managing Mindbody and AXLE, answering phones, responding to emails, and processing sales. They will also assist in opening and closing duties. Address client questions, concerns, and feedback promptly and professionally.
- Facilitate new client processes, collaborating with Studio Leads to welcome and integrate newcomers into the JETSET community.
- Collaborate with the GM to implement strategies for increasing brand awareness. Develop and support local marketing initiatives to attract new clients and elevate the studio's presence in the community. Promote JETSET in the community through 3-4 tabling or local events each month
- Periodically review Net Promoter Scores and take action on detractor feedback.
The community lead will assume other duties as assigned and are expected to work morning, evening, and weekend shifts as necessary.
Skills Required
- Experience managing Mindbody and AXLE systems
- Ability to train, guide, and manage Studio Leads
- Customer service and sales experience, including processing sales and responding to client inquiries
- Willingness to work mornings, evenings, and weekends as necessary
- Participate in local marketing and represent the studio at 3-4 community events per month
- Ability to review and act on Net Promoter Score feedback
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The Company
What We Do
JETSET Pilates is a boutique fitness franchise that offers a 50-minute, high-intensity, low-impact, full-body workout on custom reformers. The brand focuses on providing a modern, immersive Pilates experience with DJ-curated playlists and choreographed routines. They are rapidly expanding their footprint through a franchise model, providing support and training to studio owners while maintaining a premium, community-focused environment for clients seeking to improve their strength, flexibility, and overall wellness.
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