Head Of CRM

SUMMARY:
Planet Fitness is looking for an experienced customer relationship manager to be responsible for eng

POSITION INFO:

Planet Fitness is looking for an experienced customer relationship manager to be responsible for engaging with key customers by building and preserving trusting relationships. The customer relationship manager will constantly identify opportunities to grow the customer base and build positive relationships with new clients. You should also be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction.

KPI

Customer Experience and Design

• Leading and driving Customer Experience and Design strategies
• Designing future state customer experience processes, system interfaces and user interfaces
• Optimizing and maintaining current state customer experiences, system interfaces and user interfaces
• Designing and bring to life futurism/Version X on the Planet Play App, Planet Fitness Website and various customer portals
• Designing customer and user journey flows for seamless communication via WhatsApp; SMS; Email; Telephone; Bot and in App Notifications
• Partnering with the Big Data and Bi and the Systems and Apps, managers to drive integration, automation and intelligent system processing across the entire Planet Fitness Technology stack
• Leading & partnering with development resources to deliver future state customer experiences, user interfaces and system interfaces

Future State Customer Journeys and AI

• Lead to Member Customer Journey mapping
• Deriving current and future state Lead to Member Customer Journeys
• Building Customer Journey interfaces and Strategies
• Aligning business and stakeholders on the Customer Journey Strategies
• Embedding AI in every Customer Journey touchpoint
• Modernizing Customer Journey interfaces via AI and BOT technologies

Digital Technology Architecture & Mapping

• Leading and managing development resources to ensure a modern, contemporary and competitive Planet Play App, Website and Portal technologies
• Designing and partnering to craft digital technology architectures
• Partnering with the Big Data and Bi, and the Systems and Apps managers to design integrated architectures
• Engaging with and driving communication partner models that optimizes SMS costs, email costs and/or any 3^rd party communication cost
• Ensuring governance via policies and procedures are in place, digital touchpoints are trademarked and Planet Fitness intellectual property is protected at all times
• Ensuring that all digital technologies are protected and secure against cyber crime

SEO, Social Monitoring, NPS, CSAT and Insights

• Designing and implementing a Planet Fitness SEO Strategy
• Providing insights and intelligence from Social Monitoring tools like HootSuite, QConnect, Netbase, Google Analytics, etc. to drive sentiment upliftment, marketing campaigns and social engagement strategies
• Design and report on NPS and CSAT scores to understand customer (lead and member) ratings, perception and satisfaction of the Planet Fitness brand
• Designing and Driving an insights driven framework for investment and reinvestment in Planet Fitness’s Digital footprint
• Designing and maintaining digital persona’s for Planet Fitness’s lead and member base, that will unlock segmentation, profiling, communication engagement and various other 1:1 customer personalization

Qualifications and requirements.

• A bachelor’s degree in administration or a related field.
• A minimum of 3 years’ experience.
• Excellent interpersonal and communication skills.
• Proficient in all Microsoft applications.
• Superior product knowledge.
• A team player with leadership skills.
• Maintain a positive attitude focused on customer satisfaction.

Please send your CV to

*If you have not recieved any feedback within 2 weeks, please consider your application unsuccessful*