Job Description As a Customer Experience/Retention Manager , youll play a crucial role in delivering exceptional service through multiple touchpoints including in-person interactions, phone calls, WhatsApp messages, personalized video messages, and Zoom meetings .
You'll ensure that clients feel fully supported throughout their fitness journey, focusing on increasing lifetime value (LTV), reducing churn , and providing an extraordinary client experience.
Your Key Responsibilities : Client Onboarding : Welcome new clients and guide them through a seamless onboarding process, ensuring they feel excited and confident about their fitness journey with PTD Fitness.
Customer Journey Management : Design and manage personalized six-month journeys for clients, incorporating regular check-ins, goal-setting, and tailored fitness advice.
Multiple Touchpoints for Engagement : Engage with clients using a variety of methods, ensuring they feel valued and supported at all stages of their journey.
Build Strong Relationships : Develop meaningful, long-lasting relationships by understanding each clients fitness and lifestyle goals, offering tailored advice on fitness, nutrition, and biohacking.
Retention & Referrals : Implement strategies to keep clients engaged, reduce churn, and encourage referrals by building trust and delivering exceptional client experiences.
Health Metrics & Progress : Monitor client progress through health metrics and regular feedback, ensuring they stay on track toward their goals.
Trainer Collaboration : Work closely with trainers to adjust client programs based on progress and client needs.
Client Feedback & Satisfaction : Measure and improve client satisfaction using score-based feedback tools and actionable insights.
Use client journey insights to enhance retention and client experience.
Proactive Churn Management & Data Analysis : Analyze client data to identify churn risks, ensuring ongoing engagement and satisfaction to extend client lifetime value (LTV).
Qualifications More than 5 years of experience in delivering exceptional customer experiences, driving satisfaction, and fostering strong client relationships.
English fluency is required.
You are passionate about fitness, wellness , and helping clients achieve their health and fitness goals.
You thrive in a client-focused, fast-paced environment , where every day brings a new challenge and an opportunity to make a difference.
You have strong interpersonal skills and know how to build trust and rapport with clients both in-person and through digital touchpoints (WhatsApp, phone, video, Zoom).
You're a proactive problem-solver who can identify issues before they become problems and handle them with empathy and efficiency.
You have experience managing a customer journey, with measurable success in increasing client LTV and reducing churn .
You are organized, responsive , and always strive to over-deliver on client expectations.
You thrive both working independently and as part of a team , taking direction when needed but also stepping up to lead when necessary.
You're tech-savvy and eager to learn more about biohacking, optimizing health, and using CRM systems to improve client experiences.