Purpose and passion: it’s a potent combination that drives us to achieve true greatness. At Les Mills International, unlocking and amplifying that inner drive to achieve goals is something we’re not shy to say we’re great at. We do it for millions of people around the globe each week by delivering life-changing fitness experiences. And we do it every day for our own team - our Tribe - by providing a mandate to thrive, to play to strengths and to be proud of the part we play in creating a fitter planet.
Role Summary
The Customer Experience Support is accountable for supporting our Customer Experience Manager team to drive net revenue growth by setting new business meeting appointments, driving attendance at business sessions and webinars, owning the territory by focusing on lead generation and data integrity for fast results. The Customer Experience Support will provide exceptional and on brand customer service to our potential partners and will work cross functionally with all Les Mills teams.
Key Relationships
Develop and maintain excellent working relationships with:
LMME team
LMME Customer Experience Manager team
LMME partner facilities
Success looks like
All Customer Experience Support targets are achieved /exceeded
Receive unsolicited positive feedback from the LMME team regarding their support and service and overall contribution to revenue targets
Processes are continuously identified and improved
Relationships are developed with Customer Experience Managers, Instructor Experience and Marketing Teams to guarantee a smooth transition of the customer through the entire sales process and all interactions with Les Mills
Core Result Areas
Measures of Success
Customer Experience Support
Work collaboratively with Customer Experience Managers to ensure sufficient new business meetings are generated each month to meet revenue goal.
Make outbound cold calls/emails to leads within designated regional territory to present the Les Mills value proposition
Proactively seek new business opportunities in the market by being in the know of new club opening opportunity as well as ensuring all qualified clubs are in the system
Ensure Business Sessions and webinars are filled with current partner and prospect attendance to gain Les Mills brand awareness and set CXM up with opportunity
Complete research on new markets and industry trends
Follow up after calls and meetings; provide schedule analysis when needed
Salesforce Administration
Responsible for updating and maintaining Salesforce consistently and accurately
All activity is recorded in a timely manner with full information
Proactively use Salesforce to support Regional Account Executives
Les Mills Value Proposition
Work within a team to expertly deliver the Les Mills value proposition including but not limited to;
Partner Performance Reviews
Schedule analysis
Business sessions/webinars
Tracking of ‘at risk’ partners and working with the Account Manager to reduce the risk and prevent cancellation
Work strategically in partnership with the Customer Experience Manager team to deliver the Les Mills value proposition.
Values
Role-model the LM value and leadership expectations.
Recognize and praise others who demonstrate Les Mills values and leadership expectations.
Identify opportunities for continual improvement.
