About My Method

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My Method has established itself as the No.1 provider of Pilates & yoga ‘delivered to your door’. MM is a trusted authority for customers and teachers, setting the bar for teaching standards and consolidating segments of the fast growing, but highly fragmented wellness market.

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About the role 

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We are looking for someone who can lead and grow our customer success team as well as managing rotas, time sheets, team meetings, responsible for team targets, KPI’s (sales and customer retention) monitoring team and teacher success.

 

We are a two-sided platform, clients and teachers are both customers and we are constantly making sure both parties have a good experience. Improving the matching process and learning how we can help solve customer problems so we can improve the service.

 

The person coming into this role must understand the importance of getting to know and understand the customer and how this feeds into product/ service development. They need to be systems, process and growth oriented with an obsession for customer discovery.

 

It would be an asset for someone in this role to have experience in the Pilates/ Yoga/Wellness industry. Previous Startup experience in a customer success role and proven track record as team leader is essential.

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This is a Lead role as well as being a key member of the team of approx 3- 5 people responsible for on-boarding new customers, building relationships with clients and teachers, monitoring and reducing churn, maximising conversions in the customer journey.

 

As well as matching new clients to teachers, the team prides itself on developing positive and supportive relationships with existing customers. 

 

The focus of the CS team is to match new clients to the best teacher for their needs, support both teachers and clients throughout their sessions together and ensure client progress and retention.

 

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• Leading, mentoring, training and guiding a Customer Success team of approx 3- 5 (inc. part-time & full time)

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• Monitoring and reporting of teacher & CS team KPI’s

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• Driving conversions and retention

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• Communicating and training teachers on new systems and processes

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• Building strong rapport with teachers

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• Ensuring processes and procedures are supported and followed by teachers and CS team

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• Identifying areas for process and product improvement

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• Fostering a positive and proactive CS team culture and sense of community with teachers

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• Delivering support, expertise, and guidance to clients and teachers

 

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Experience needed

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• B2C Customer Success role or similar experience​

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• Yoga/ Pilates/Wellness industry experience highly preferred.

 

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Attributes

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* Highly motivated, over achiever, team player, facilitator

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* Highly organised and time efficient

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* Proven ability to prioritise tasks in-line with change

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* Entrepreneurial spirit/mindset, flexibility toward dynamic change

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* Ability to be a role model and leader

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* Direct, honest communication style

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* An "Out of the Box" thinker

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* Propensity to succeed both personally and professionally

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* Focused on achieving results and exceeding goals and objectives

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* Must have a positive "can do, whatever it takes to get the job done" attitude

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* Confident, high energy, outgoing and agile.

 

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MM PERKS

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• We get to the point and focus on results– no corporate fluff.

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• Discounted rates on Pilates & Yoga sessions in your home.

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• B Corporation – giving percentage of profit to charities for neurological and

lifestyle related diseases.

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• Bonus & share option scheme for full-time position

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