Studio Lead

**Role**:Studio Lead

**Directed by**: Regional Lead

**Supported by**:Head of Memberships, Marketing & Sales, Head of Programming & Education, Operations Director, Founders & Instructors.

**Place of work**:Heba Chelsea

**Days of work**: 5 days across 7

**Key responsibilities**:
Studio performance, with visit frequency and revenue KPIs.

Report studio performance sales numbers to Regional Lead.

Implement local customer experience model and ensure maximum uptake and retention of members in your studio.

Execute shared local and brand wide sales initiatives, incentives, and promotions for your studio.

Training and leading Studio Instructors in regards to Pilates instruction, sales, engagement, customer service and retention.

Be responsible for studio operating procedures to ensure best customer experience is consistently achieved.

Develop, measure and capture best practice and then pass it on as a champion brand ambassador and leader of your studios.

**A day in the life. Responsibilities and tasks**:

- Drive full studios - Monitor and encourage regular Guest visit frequency, promote the Heba Habit, and be responsible for sales renewals/upgrades.
- Actively engage in new customer sales and conversion from promotional/starter plans onto upgraded payment plans.
- Be involved in local organic social media initiatives in line with the central marketing directives.
- Liaise with regional and content lead for studio specific testimonials, social shares/likes, referrals, reviews.
- Actively engage in local promotional events, PR and studio partnership activities in relation with central Heba marketing directives and localised marketing plan.
- Support the Heba content team in curation and development of media assets for customer experience and marketing channels.
- Liaise with your Regional Lead who will oversee your scheduling and rota’s for your studio.
- Be responsible that stock is maintained for your studio shop. Liaise with Regional Lead on ordering process.
- Ensure studio product stock levels are maintained for daily operational procedures.
- Perform introductory and welcome calls for new and prospective customers in liaison with Customer Services Team, Regional Lead and Head of Memberships, Marketing & Sales.
- Follow up on Guest cancellation requests as directed by the senior team to understand reasons for leaving and aim to retain custom.
- Assist complaints management processes and communications to Heba Guests.
- Attend leadership meetings and contribute as appropriate upon invitation.
- Assist in implementing new innovations to the catalogue of Heba services/products for your studio.
- Actively promote and sell all Heba services and products to customers, raising the profile of the brand and demonstrating its value.
- Proactively and enthusiastically complete instructor shifts in line with the studio instructor shifts schedule.
- Work with the Programming team when required to assist with NuformaTM program creation.

**Instructing Standards.**
- Always be a welcoming face as the first point of contact for Heba studio Guests.
- Meet and greet new prospective and long standing Guests, delivering first class customer service standards, elevating the Heba brand reputation.
- Prepare for Guest visits by reviewing Guest profile accounts and documented notes.
- Proactively monitor and enhance Guest engagement at studio level, owning customer feedback and partnering with your team and line manager(s) to ensure an inspiring and safe environment for our Guests.
- Deliver timely adjustment feedback, teaching points and guidance to build upon Heba Nuforma experience for all Guests during and around their visits.
- Showcase the value and benefits available to Guests via the library of interactive content within the Heba Pilates App and Nuforma touchscreen kiosk.
- Offer enhanced support where appropriate for Guests to ensure their Pilates workout is fully suitable and effective for each and every session.
- Be a beacon of guidance, support, wellness knowledge and always be on hand to provide added value.

**Team Heba. Representing the Heba brand and vision.**
- Liaise with team members in ensuring all studio operational requirements are met at all times during shift patterns and handover transitions.
- Keep abreast of all daily operations and events, as well as any change to procedures.
- Inform line reports and key stakeholders of status of studio operational performance.
- Role may require working to timescales and with flexibility to support colleagues and other studio requirements within the Heba network.
- Undertake general cleaning of the gym and studio on a daily basis.
- Maintain, clean and upkeep all studio equipment, including all hardware, Nuforma machinery and touch surfaces.
- Ensure yourself and others adhere to statutory requirements regarding Health and Safety, Hygiene, Fire and Employee regulations.
- Responsibility for complying with company policy concerning health, safety and security