Planet Fitness is looking for an experienced customer relationship manager to be responsible for engaging with key customers by building and preserving trusting relationships.
The customer relationship manager will constantly identify opportunities to grow the customer base and build positive relationships with new clients.
You should also be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction.
KPI Customer Experience and Design Leading and driving Customer Experience and Design strategiesDesigning future state customer experience processes, system interfaces and user interfacesOptimizing and maintaining current state customer experiences, system interfaces and user interfacesDesigning and bring to life futurism/Version X on the Planet Play App, Planet Fitness Website and various customer portalsDesigning customer and user journey flows for seamless communication via WhatsApp; SMS; Email; Telephone; Bot and in App NotificationsPartnering with the Big Data and Bi and the Systems and Apps, managers to drive integration, automation and intelligent system processing across the entire Planet Fitness Technology stackLeading & partnering with development resources to deliver future state customer experiences, user interfaces and system interfacesFuture State Customer Journeys and AI Lead to Member Customer Journey mappingDeriving current and future state Lead to Member Customer JourneysBuilding Customer Journey interfaces and StrategiesAligning business and stakeholders on the Customer Journey StrategiesEmbedding AI in every Customer Journey touchpointModernizing Customer Journey interfaces via AI and BOT technologiesDigital Technology Architecture & Mapping Leading and managing development resources to ensure a modern, contemporary and competitive Planet Play App, Website and Portal technologiesDesigning and partnering to craft digital technology architecturesPartnering with the Big Data and Bi, and the Systems and Apps managers to design integrated architecturesEngaging with and driving communication partner models that optimizes SMS costs, email costs and/or any 3rd party communication costEnsuring governance via policies and procedures are in place, digital touchpoints are trademarked and Planet Fitness intellectual property is protected at all timesEnsuring that all digital technologies are protected and secure against cyber crime SEO, Social Monitoring, NPS, CSAT and Insights Designing and implementing a Planet Fitness SEO StrategyProviding insights and intelligence from Social Monitoring tools like HootSuite, QConnect, Netbase, Google Analytics, etc.
to drive sentiment upliftment, marketing campaigns and social engagement strategiesDesign and report on NPS and CSAT scores to understand customer (lead and member) ratings, perception and satisfaction of the Planet Fitness brandDesigning and Driving an insights driven framework for investment and reinvestment in Planet Fitnesss Digital footprintDesigning and maintaining digital personas for Planet Fitnesss lead and member base, that will unlock segmentation, profiling, communication engagement and various other 1:1 customer personalization Qualifications and requirements. A bachelors degree in administration or a related field.A minimum of 3 years experience.Excellent interpersonal and communication skills.Proficient in all Microsoft applications.Superior product knowledge.A team player with leadership skills.Maintain a positive attitude focused on customer satisfaction.