Client Experience Manager
Role Expectations & Responsibilities
Company: Melita ReGen Lab & Performance Center
Position: Full-Time
Schedule: Monday through Friday, 8:00am to 5:00pm
Position Overview
The Client Experience Manager is responsible for creating and maintaining an exceptional experience for every client who interacts with Melita ReGen Lab + Performance Center. The primary focus of this position is client communication, client satisfaction, member engagement, membership growth, community building, marketing support, and ensuring clients feel welcomed, supported, and cared for throughout their experience with our facility. This role also plays an important part in lead follow-up, membership growth, client retention, and helping prospective clients become long-term members of the Melita community.
This role works in close partnership with the Operations Manager to ensure a seamless system across the facility — with the Client Experience Manager owning the client-facing side of the business while coordinating closely on scheduling, inventory, and day-to-day operations to keep everything running smoothly.
Primary Focus: Client Experience
This is the heart of the role — the majority of your day will center on these responsibilities.
- Serve as the primary point of contact for client communication — answering phone calls, emails, texts, and website inquiries professionally and promptly.
- Manage appointment requests, scheduling changes, and client follow-up.
- Help resolve in-house client issues, including concerns, scheduling conflicts, and booking errors.
- Conduct facility tours and assist prospective clients in learning about services, memberships, and offerings.
- Follow up with new leads, prospective clients, and existing members.
- Assist prospective clients in selecting memberships, services, and programs that best fit their needs, and actively sell memberships to convert leads into long-term members.
- Support membership growth and client retention, and build relationships with prospective, new, and existing clients.
- Assist with onboarding new members and clients.
- Prepare and manage client super bills as needed.
- Gather client feedback and identify opportunities to improve client satisfaction.
- Manage social media content and posting, and assist with paid marketing efforts, including social media ad spend campaigns.
- Plan, coordinate, and execute member socials, workshops, open houses, and community events.
- Maintain accurate client records and CRM information, and learn the company’s CRM software to use it effectively in day-to-day client management.
- Prepare documents, forms, and marketing materials as needed.
Supporting Duties (As Needed)
These come up occasionally and help keep the facility running smoothly — not a daily focus, but part of pitching in as a team.
- Occasional light facility upkeep, including laundry, trash, and room resets.
- Occasional restocking of client-facing supplies and inventory, in coordination with the Operations Manager.
- Occasional post office runs and printing shipping labels for mailing or other business-related errands.
- Helping ensure the facility remains welcoming, organized, and client-ready throughout the day.
Additional Expectations
Due to the dynamic nature of a growing business, responsibilities may evolve over time. Team members are expected to maintain a flexible, solutions-oriented mindset and support projects, initiatives, and operational needs that contribute to the company's overall success and the client experience. This document outlines the primary responsibilities of the role and is not an exhaustive list of all duties that may be assigned.
Success in This Role Is Measured By
- Client satisfaction and responsiveness
- Professionalism and communication
- Lead follow-up and membership growth
- Member engagement and retention
- Community building and event execution
- Overall contribution to the client experience
Pay: $25.00 - $33.00 per hour
Benefits:
- 401(k) matching
- Employee discount
- Paid time off
Work Location: In person
