Senior Director of Client Experience

[solidcore] is seeking a passionate and strategic Senior Director of Client Experience to join our growing team. Reporting to the Senior Vice President of Operations, the Senior Director of Client Experience will lead the strategy and execution of client experience. This role will lead a team focused on delivering exceptional client experiences and ensuring that processes are efficient, effective, and aligned with our organizational goals. The ideal candidate thrives in a dynamic, fast-paced environment, demonstrates exceptional leadership, and is adept at balancing strategic vision with hands-on execution.

Located in Arlington, VA, this role offers an exciting opportunity to join a rapidly growing, investor-backed company aiming to lead the studio fitness space.

• Client Experience Strategy: Develop and implement a comprehensive client experience strategy that enhances client satisfaction, loyalty, and retention.
• Client Experience Process Improvement: Oversee client experience operations, ensuring processes are streamlined and aligned with client needs and business objectives. Implement solutions to meet the business’s high growth and volume of clients
• Cross-Functional Collaboration: Work closely with marketing, digital, and field studio teams to ensure a cohesive approach to client engagement efforts.
• Performance Metrics: Establish key performance indicators (KPIs) to measure client satisfaction and effectiveness, and use data-driven insights to inform decision-making.
• Team Development: Lead, mentor, and develop a high-performing team of client experience professionals, fostering a culture of excellence and continuous improvement.
• Client Engagement Initiatives: Design and implement initiatives to actively engage clients, gather feedback, and address any challenges they may face.
• Client Experience Training and Support: Provide ongoing training and support to team to enhance their skills and knowledge, ensuring they are equipped to meet client needs effectively.
• Budget Management: Develop and manage budgets related to client experience operations, ensuring efficient allocation of resources.
• Technology Savvy: Comes to the role with knowledge of client experience tech solves; proactively explore and evaluate emerging technologies and industry trends to identify opportunities for innovation and improvement in our processes.

• Bachelor’s Degree 
• 8+ years of progressive leadership experience, including 5+ years at the Director level or higher.
• Demonstrated success leading large teams and complex projects.
• Proven track record of exceeding sales targets and driving revenue growth.
• Demonstrated ability to design, implement, and optimize processes that drive efficiency and align with broader organizational goals.
• Strong analytical and problem-solving skills.
• Excellent communication, presentation, and interpersonal skills.
• Experience with CRM platforms and customer experience tools.
• Passion for fitness, wellness, and the [solidcore] brand.

• Competitive salary based on experience
• Bonus eligibility based on performance
• Monthly cell phone stipend
• 401k with employer match
• Health, dental, & vision insurance
• Flexible PTO
• Free drop in classes at [solidcore]
• And MORE

[solidcore] is a national boutique fitness company with 100+ studios across the country. Our signature workout is 50 minutes of low-impact, high-intensity strength training: the lights are low and the music is loud. The coach guides the class through a series of slow & controlled movements that are sequenced to work muscles to failure. This class is accessible for all fitness levels and can be amplified or modified to accommodate individual goals. Class is as intense as our reviews suggest, but our instructors go above and beyond to provide a welcoming, supportive, empowering, and challenging experience for all. Please visit our website here to read more about our mission.

[solidcore] is firmly committed to social justice and promoting a culture of diversity, equity, and inclusion. You can click here to find out more about the actions we are taking to promote a more diverse and inclusive space for both our clients and our internal team.

[solidcore] is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. [solidcore] makes hiring decisions based solely on qualifications, merit, and business needs at the time.