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.KPICustomer Experience And DesignLeading 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 bringing 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 and partnering with development resources to deliver future state customer experiences, user interfaces, and system interfacesFuture State Customer Journeys and AILead 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 & MappingLeading 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 optimize 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 crimeSEO, Social Monitoring, NPS, CSAT and InsightsDesigning 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 Fitness's Digital footprintDesigning and maintaining digital personas for Planet Fitness's lead and member base, that will unlock segmentation, profiling, communication engagement, and various other 1:1 customer personalizationQualifications And RequirementsA bachelor's 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.Please send your CV to (insert email).*If you have not received any feedback within 2 weeks, please consider your application unsuccessful.*
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