Franchise Owner Operations Manager resume example

Worked to implement all class programming, and all associated duties critical to the success of the business. Duties included:

• Grew business from 9 active clients at takeover to 256 active clients across 4 different programs and 3 different locations within the city of Seattle.
• Able to work independently and remotely, using expert level Outlook skills in order to organize and create an effective remote working strategy.
• Pivot to virtual programming during Covid 19, including rollout of virtual classes, virtual meeting spaces for clients, and additional content in order to preserve value and engagement during "Stay Home, Stay Healthy".
• Managed, tracked, and communicated with 300+ client leads each week, using CRM software to organize the workflow and manage the client database across multiple programs. Completed daily task of 50 client lead touches per day, via email or phone.
• Organized, managed, and analyzed client and potential client data using Advanced Excel skills.
• Evaluated and implemented new processes across the business in order optimize business activity. Including: using advanced Outlook skills to organize calendaring and emails; implementing automation technology with Zapier to streamline communication with potential leads; use of Airtable to organize content.
• Implement Customer Service "best practices" in order to drive new client sales and retain current clients, ensuring a stellar customer experience. Used excellent communication skills and strategies, and a high degree of professionalism in dealing with a wide variety of clients.
• Plan and implement all marketing across multiple channels, including: Devised and deployed online marketing plans with effective SEO, social media, and email. Tracked key metrics in order to leverage audience data and target marketing strategies, integrated with customer service best practices, and analyzed user data in order to create content to both nurture new leads and retain current clients.
• Start to finish planned and executed quarterly community events, for 75-150 attendees, and clinics for 20 participants. Logistics included venue, permitting, signups, sponsorships, food, marketing, and participant follow up.
• Create all marketing materials including fliers and social media graphics, using Canva.
• Developed and implemented an effective sales process.
• Responsible for creating and maintaining vendor relationships with local community partners, including class venues, local parks, and other local businesses.
• Recruited, trained, and managed additional class instructors and program managers to offer additional programming.
• Lead all things to manage the day to day business, including a consistent flow of high volume administrative tasks, client management and creative problem solving.
• Responsible for all budgeting, including: payroll, equipment, rent, taxes, marketing, and all incidentals.
• Create effective workouts based on the needs of women at all stages of motherhood and the programming of the class, while using effective personal training principles and following proper guidelines for working with this special population.