POSITION TITLE: Director of New Client and VIP Membership
DEPARTMENT: Programming
POSITION REPORTS TO: VP of Operations
STATUS: Full time, exempt
LOCATION: Largo, FL
Who We Are:
The FASTer Way to Fat Loss is the premier virtual intermittent fasting fitness and nutrition program on the market today, we are focused on the whole health and well-being of our clients. We are known for an exceptional member experience with the highest quality programming using cutting-edge strategies aimed at helping our clients become well, prevent disease and fulfill their purpose with energy.
The FASTer Way’s science-backed strategies help fuel our mission to help women and men get well, prevent disease, and live their lives with energy and purpose. Since its creation in 2016, the FASTer Way has served nearly 200,000 clients and was recently named the #1 fastest-growing digital fitness plus nutrition company in the country by Inc. Magazine.
What You Will Do:
Reporting to the VP of Operations, the Director of New Client and VIP Membership leads the post sales strategy and success of clients within FASTer Way to Fat Loss (FWTFL) from the start of their journey in the six week program through to the membership program. As head of the department, they oversee the new client and VIP membership teams. The Director of New Client and VIP Membership provides organizational thought leadership through understanding, anticipating, and identifying needs of all clients. Additionally, they help develop and refine marketing-related outreach. Candidates must be willing to relocate; if not local, and work in the Largo, Florida offices.
Responsibilities:
Manage and achieve desired business results and team KPIs including higher product adoption, upsell identification, and client satisfaction.
Provide thought leadership in understanding, anticipating and identifying client needs and structure and developing new, innovative marketing practices to meet these needs.
Identify and coordinate strategic organizational improvement initiatives. As it relates to the Client Experience team, develop, review and approve standard operating procedures as appropriate.
Foster a collaborative approach with the new client membership team and the sales and marketing teams to ensure a best-in-class membership experience, client retention, and upsell opportunities.
Communicate to department heads on client progress, team process changes and modifications.
Report client feedback and improvement opportunities to the leadership team.
Access and analyze significant amounts of data to identify trends and/or patterns which lead to specific insights about programs.
Monitor department performance against performance goals to ensure that client expectations are exceeded, acting as the ultimate point of escalation for client issues.
Effectively resolve conflict by addressing issues and solving problems in a practical and healthy manner.
Partner with the marketing team to promote client success and use case stories internally and externally.
Aggregate client success case stories for the sales and marketing teams and use client feedback for product improvement opportunities.
Attract high potential individual contributors onto the team through a rapid onboarding process.
Establish performance goals for each functional team and direct reports.
Qualifications:
The successful candidate will be a highly motivated individual who has the ability to work in a fast paced environment, think strategically while paying attention to financial and operational details, proactively solve internal and client challenges and drive process management. The candidate should possess a proven record of success executing change management initiatives, and results. Client focused mentality with a strong leadership presence preferred. This individual will consistently challenge each aspect of the post-sales operational process to improve, gain value, and promote change.
Bachelor's degree in a business-related field preferred
Minimum 5+ years’ of account/program management or client success experience
Minimum 5+ years’ experience leading teams focused on delivering exceptional client service
Solid project management and team leadership skills, working collaboratively across business and technical groups
Must be able to grasp the key drivers of the business, be comfortable with multi-tasking and have the ability to independently prioritize tasks given business drivers
Ability to set and manage expectations internally, and externally with clients
Must be a team player who is also comfortable in a fluid, fast-paced, “start-up” environment
Strong technical, analytical, and presentation skills with the ability to communicate with all levels of the organization
Outstanding analytical and problem-solving skills
Excellent verbal and written communications skills
Experience with HubSpot a plus
FASTer Way Mission Statement
As the premier virtual intermittent fasting fitness and nutrition program on the market today, we are focused on the whole health and well-being of our clients. We are known for an exceptional member experience with the highest quality programming using cutting-edge strategies aimed at helping our clients become well, prevent disease and fulfill their purpose with energy.
FASTer Way Core Values:
Bold Action
Excellence
Integrity
Adaptability
Generosity
Culturally, we seek team members who are interested in:
Exercise
Nutrition
Personal Growth
Relationships and people
Humor
Fun
Self-Reflection
Benefits:
We offer a fun, fast-paced environment, competitive compensation, health insurance reimbursement, and once in a lifetime opportunity to board the rocket ship.
FASTer Way to Fat Loss (a subsidiary of Tress Marketing Solutions, LLC) is an equal opportunity employer. It is our policy and practice to comply with all applicable fair employment practices and equal opportunity laws. We recruit, employ, train, compensate, and promote without regard to race, creed, religion, color, national origin, ancestry, age, sex (including pregnancy), sexual orientation, marital status, familial status, gender identity or expression, or any other applicable classification protected by law.
INTERESTED CANDIDATES SHOULD SUBMIT A COVER LETTER AND RESUME TO: