DIRECTOR *Spanish is REQUIRED
POSITION SUMMARY
As Director, you'll lead the daily operations of a fast-paced fitness studio built on transformation. Our bread and butter is our challenge and transformation programs, and this role owns the numbers behind them: enrollment targets, challenge-to-membership conversions, retention, and supplement sales.
But the numbers are the result, not the mission. We're a facility that thrives on serving our community , helping members discover their "why" and get to their goals. The Director we're looking for leads with that purpose and delivers results because of it.
This is a leadership role for someone who drives results through a team, not just their own effort. You'll build and develop top performers, coach them daily, and hold them accountable, while leading from the front: making calls alongside your team, stepping in to coach classes, and providing nutritional guidance as part of our transformation programs.
Culture matters as much as numbers here. We foster a positive, community-driven environment where accountability and empowerment go hand in hand and we need a leader people want to follow and members feel at home with.
What you'll own:
- Sales targets — memberships, challenge enrollments, and supplement revenue
- Conversions — turning challengers into long-term members
- Retention — members who stay, refer, and get real results
- Team development — training, coaching, and promoting from within
- Innovation — bringing new ideas, events, and energy to the studio
- Community — a culture members and staff are proud to be part of
Compensation: Base salary of $69,000-$75,000, plus a monthly performance bonus of $1,000–$5,000+ based on location results.
Schedule: Requires flexibility, including availability for opening shifts (4:30am) and evening shifts (until 8:30pm) as coverage needs arise.
The ideal candidate has led a team to measurable sales results, holds (or will earn within 90 days) a personal training or nutrition certification, thrives on accountability, and genuinely loves fitness.
ABOUT THE COMPANY
Our Mission: We empower people to discover their "why" and transform their quality of life through health, fitness, and unshakeable community.
Our Vision: To be the #1 fitness community in San Jose known for transforming lives, developing elite coaches, and setting the standard for excellence in the industry.
The Camp Transformation Center, founded in California in 2010, has grown to over 70 locations across the country. Our core values are the backbone of our business and guide our hiring process: we are inspirational, accountable, transparent, disciplined, aligned, and results oriented. We believe in empowering our team members to achieve their personal, professional, and financial goals — when you succeed, we succeed.
OBJECTIVES
- Be solution oriented, take ownership of the facility and make appropriate, informed business decisions.
- Professionally present company programs & products to guests & prospects
- Set daily appointments & conduct follow up with clients, prospects and leads
- Maintain high membership & merchandise sales and convert leads to clients
- Meet & exceed all sales quotas and KPIs
- Track & monitor sales reports
- Develop & implement client retention methods
- Creating and developing SOPs
- Monitor inquiries & entries into company system such as ABC & Gym Sales
- Complete administrative work consistently & accurately
- Handle member service issues in a polite & timely manner. Issues should be resolved no more than 24 hours and communicated with the team (if applicable).
- Responds to customer requests in a timely and comprehensive manner demonstrating excellence.
- Treat every customer with a “white-glove” service mentality embodying our core values in your responses, ensuring that all inquiries via phone, email or SMS are answered specifically to the concern of the individual customer so they leave feeling better than they did when they inquired.
- Handle all customer communications or escalations via phone, email, and SMS with professionalism and kind candor.
- Develop and refine surveys and other methods of data collection to deeply understand our clients and their experience.
- Build positive relationships & good rapport with members and staff
- Maintain professional work-related activity on social media
- Conduct regular inspections of facility and manage projects to ensure facilities are clean and updated, working with local and corporate leadership on quick execution of facilities initiatives and repairs.
- Maintain a working presence in studios, covering studio management shifts as needed to showcase the best of brand skills and mentor employees as well as other managers.
- Conducting and submitting trainer audits (monthly) and facility audits (weekly)
- Creates scalable systems for driving expansion revenue and upsell/cross opportunities
- Oversee and develop effective performance management systems, including goal setting, performance reviews, and professional development plans.
- Develop/set a strategy for your location and lead the execution of strategic initiatives (e.g., aimed at maximizing client satisfaction and lifetime value)
- Deliver and expand revenue (e.g., by driving upsells/cross sells when appropriate) to result in growing net dollar retention and low customer churn rate
- Leads team that responds to client inquiries in a timely and complete fashion (e.g., <24 hour response time)
- Ensures participation in client surveys (e.g., 50%+ response rate) and solicits inputs from clients through feedback conversations (e.g., 4+ conversations per month)
- Serve as a role model for good communication, building relationships, and demonstrating our values.
- Establishes a culture of client excellence across the entire organization
- Contribute to the development and implementation of nutritional programs/guidance, PT and Elite(small group) programs that meet the needs of our members.
- Provides guidance, support, and motivation as well as demonstrating a deep understanding of exercise physiology, biomechanics, nutrition, and safe training techniques.
- The Director will represent the company and lead grassroots marketing efforts to increase membership, generate revenue, and build brand awareness within the local community. (I/e Community outreach programs, local events sponsorships, social media, partnerships with local businesses
- Other duties as assigned by the Leadership Team
TEAM LEADERSHIP
- In partnership with other studio management, recruit, screen, and onboard new employees across all departments.
- Analyze the level of training conducted across the studio and its departments to ensure that all team members are consistent and proficient with The Camp's hospitality and results oriented standards.
- Coach team members on improving their metrics in each department
- Conduct Team meetings on a monthly basis, 1:1’s semi-monthly
- Track and monitor staff/trainers’ schedules (clock ins & outs)
- Monitor & manage staff to include training, scheduling, disciplining, team building, payroll etc.
- Execute, Document, implement, and improve processes and programs related to the team member lifecycle, including onboarding, performance management, organizational development, and offboarding.
- Provide functional and technical support to enhance the employee and customer experience and address any related inquiries or issues effectively.
- Develop training programs, SOPs, and Loom trainings for CS/Sales professionals, trainers and new hires which will improve the customer experience, support retention, enable growth and drive increased efficiency of processes
- Forecast and anticipate support needs to ensure proper team coverage with high quality of customer success
- Act as a trusted advisor, subject matter expert and point of escalation for your team
- Recruit, mentor, groom and inspire a high performance team–and be "in the weeds" to help assist and continue development/duplication of the CS/Sales team.
- Maintain best-in-class employee engagement and retention.
- Participate in enhancing the community with your studio and regional teams.
- Oversee and mentor certified personal trainers working at the studio.
COMPETENCIES
- Financial acumen and the ability to understand, consider, and assess the financial impact of decisions.
- Availability for full-time work during non-traditional hours, including early mornings, late evenings, weekends, and holidays.
- Ability to establish, and maintain constructive and cooperative long-term interpersonal relationships, effectively with different personality types as well as other departments, vendors, peers and clients.
- Service-oriented, strong customer service skills, excellent communication skills including active listening.
- Friendly, outgoing personality and can-do, optimistic attitude, desire to help others with outstanding customer service skills.
- Problem Solving - Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem-solving situations.
- Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality – Proven dependability and reliability. Is consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and trainings on time.
- Inspire the trust of others; work with integrity and ethically; uphold organizational values.
- Displays willingness to make decisions; exhibits sound and accurate judgment; takes responsibility for results; supports and explains reasoning for decisions.
- Demonstrates persistence and overcomes obstacles, measuring self against standard of excellence.
- Prioritize and plan work activities; use time efficiently; set goals and objectives; organize or schedule other people and their tasks.
- Ability to hold clients accountable for actionable steps through effective relationship building, leadership, and influence.
- Incorporation of The Camps’ business philosophies and best practices when guiding members
- Ability to multi-task and excel in a fast-paced environment
- Ability to exercise confidentiality as it relates to all business and client information
- General understanding of the fitness industry
- Professional in appearance and behavior at all times.
- Commitment to learning-Continually seeking new knowledge and skills, as well as developing existing capabilities
- An innovative mindset, always seeking to implement creative solutions that enhance operational efficiency and client satisfaction.
- The Director is dedicated to ensuring a seamless experience for members, including the ability to provide last-minute coverage for HIIT-style group fitness classes when needed.
- Ability to type around 40 words per minute, (wpm)
EDUCATION AND EXPERIENCE
- High school diploma or equivalent.
- Customer service experience required.
- Experience with Google Drive, Excel, and Docs
- Computer software skills including Microsoft Office, Google Suite
- At least 3 years of managerial experience in a fitness or wellness center, demonstrating a track record of increasing responsibility in sales management and team leadership.
- Ethical and Responsible: High ethical standards and a sense of responsibility, embodying our core values in every action and decision.
- Leadership: Exceptional leadership qualities with the ability to inspire, motivate, and develop a diverse team towards achieving high performance.
- We do require CPR/AED and CPT Certification (Nationally accredited) from all Management positions within 90 days of coming on to the team.
PHYSICAL REQUIREMENTS
- Prolonged periods sitting or standing at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- On occasion the Director may need to lead a fitness class. This requires them to be on their feet leading and instructing members for the entirety of the workout.
COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce The Camp Transformation Center recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.
Perks:
- Professional development assistance
- The Camp Membership
- Employee discount
- Secure your financial future with our 401(k) retirement plan that offers up to a 3% company match, ensuring your hard-earned savings grow alongside your career
- Commission pay
- Bonus opportunities
Job Type: Full-time
Pay: $69,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- Do you hold a nutrition or fitness coaching certification (e.g., CPT, Precision Nutrition, NASM)? If yes, which one(s)?
- This is a high-accountability leadership role where you own the location's results , sales, retention, and team performance. Describe a time you were directly responsible for hitting a revenue or membership goal. What was the goal, and what did you do when you were behind?
- We are the #1 location in the franchise across the country, what separates you from the rest of the candidates?
Experience:
- Leadership: 2 years (Preferred)
- Sales: 2 years (Preferred)
Language:
Work Location: In person
