POSITION DESCRIPTION - Client experience lead


TITLE: Client Experience Lead [Operations]

HOURS: 12-15 hours/week

REPORTS TO: Owner/Principal

CORE FOCUS

Ensure a world-class client experience - you keep the schedule tight, the client journey smooth and the internal systems humming, so that the coaches can focus on coaching.

MEASURE OF SUCCESS

Seamless scheduling - accurate, on time, and clients feel looked after.

TRAITS

  • High Standards - “good enough” isn’t how you operate.

  • Values people - you care about relationships as much as results.

  • Growth-minded - you’re committed to a life of learning and development.

  • Open and curious - you’re willing to try new tools, ideas and ways of working.

  • Self-motivated - you see what needs to be done and get on with it.

KEY TASKS

  • Own the client experience from end to end 

  • Proactively manage calendars and scheduling

  • Plan and coordinate quarterly events and one-off workshops

  • Manage stock of office supplies, groceries, and client gifts

  • Manage e-mail communications to keep clients informed and looked after

  • Keep our spaces looking amazing and functioning smoothly

  • Welcome and host clients warmly and professionally

SKILLS & EXPERIENCE

  • Exceptional organisation skills - you live in systems, checklists and schedules

  • Tech savvy - you’ll be using a variety of software: GoHighLevel, Gmail, GCal, GDocs, Trello, Claude etc.

  • Clear and professional communicator - in-writing and in-person