Grace Wangui

Sales & Business Development:

• Manage the revenue line of both Adult and Junior members.
• Building strong relationships with members maintaining a high retention of between 60 – 65% for adults and 70 – 75% Juniors.
• Building a new lead generation plan and identifying new business opportunities.
• Provide strong leadership that role models company values demonstrate cultural awareness and maintain high personal visibility within FitRepublik.

Business Performance:

• Lead & manage the overall Sales business and team to deliver specific KPIs & budgets.
• Monitor business performance and generate performance reports to management.
• Propose new techniques and technologies to actualize business goals.
• Appraising and recommend improvements to current business programs.
• Provide training to fill gap needs.

People Management:

• Overall responsibility for recruiting, developing, retaining and engaging the right CRM and Sales Team to deliver business results
• Continued training of staff in all sales areas including info calls, touring and rate presentations.
• Provide leadership within the team to set and achieve KPIs.
• Collaborate closely with cross-functional teams, including marketing, IT, and customer service, to align CRM efforts with broader business goals.
• Schedule staff and ensure all shifts are covered.

Operations Management:

• Manage the day-to-day operations of the facility ensuring delivery of operating excellence.
• Aided senior leadership by recommending corrective actions and improvements to company operations.
• Supervise and ensure prompt opening/closing of the Facility.
• Oversee cleanliness and maintenance of the facility.
• Ensure the safety of employees, members, and business property.
• Determine and communicate equipment repair.
• Manage marketing efforts by ensuring that staff is aware and trained on all marketing promotions.

Customer Service:

• Being a point of escalation for all customer service issues.
• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as Net Promoter Score (NPS) to gauge how FitRepublik is performing on CX performance parameters.
• Create and maintain a welcoming atmosphere for all members, prospective members and guests and ensure staff follows superior customer service guidelines.

• Shouldered with the accountability of collaborating with customers and sales representatives
• Dexterously ascertained customer behavior; gathering information about customer complaints
• Developed aggressive retention strategies based on customer feedback
• Profitably negotiated with customers to renew contracts and retain business
• Oversaw and assessed customer service staff activities and providing them with regular performance-related feedback
• Strategized and monitored daily activities of customer service operation
• Assisted customer service staff with duties where required
• Trained staff in areas of customer service and company policies
• Managed cashier coverage and customer flow to ensure proficient customer service.

• Accountable for planning and delivering CRM strategies across the organization to retain existing customers, increasing brand loyalty and expanding the company brand
• Contributed in deciding on a final CRM structure and architecture that work seamlessly across the business and capture crucial information along the sales funnel
• Collaborated with other departments ensure the CRM strategy works well for every aspect of the business.

• Supported all service advisors for smooth operation; maintained high level of motivation and morale in the team and ensure the development of the staff, to achieve a high level of satisfaction and thereby high productivity and customer satisfaction.
• Successfully augmented customer satisfaction result and maintained it at above 80%.
• Accountable for communicating closely with the CRM Manager, any challenges, concerns, or staff performance; supervised the front desk operations to ensure an optimal level of service provided to the members.
• Maintained security and safety by following procedures; issuing access to the Gym.

• Answered and directed phone calls in a polite and friendly manner
• Welcomed visitors in a warm and friendly manner, and answered any questions visitors have
• Maintained reception area and all common areas in a clean and tidy manner at all times
• Operated standard office equipment regularly, including a fax machine, a copy machine, and a computer
• Served visitors by greeting, welcoming, directing and announcing them appropriately
• Answered, screened and forwarded any incoming phone calls while providing necessary information when needed
• Took inventory of supplies and restocked as needed
• Maintained the general office filing system
• Early

• Managed multiple tasks and met time-sensitive deadlines.
• Answered phone promptly and directed incoming calls to correct offices.
• Described product and service details to customers to provide information on benefits.
• Confirmed appointments, communicated with clients, and updated client records.
• Kept reception area clean and neat to give visitors positive first impression.
• Employed comprehensive benchmarks to establish and monitor customer service standards.

• Confirmed appointments, communicated with clients, and updated client records.
• Answered central telephone system and directed calls accordingly.
• Corresponded with clients through email, telephone, or postal mail.
• Kept reception area clean and neat to give visitors positive first impression.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Restocked supplies and submitted purchase orders to maintain stock levels.