Sr. Associate, Studio Experience

YOUR DAILY IMPACT AT PELOTON

• Provide exceptional levels of customer service to members and guests


• Respond to any email or in person queries with a professional and friendly demeanor 


• Effectively book, cancel and reschedule live productions for members through TeamUp, our reservation system, assisting them with any account related issues


• Liaise with programming to assist with and communicate, class changes or cancellations, including refunds


• Perform check in duties prior to live production, ensuring members and guests are aware of and adhering to studio rules, waivers and terms and conditions


• Assist in post class meet & greets; taking, uploading and sending photos to guests and members


• Become proficient in all systems across our reservation system, email provider, sms, g-suite, slack


• Perform any miscellaneous administrative tasks, including studio logs, trackers, etc.


• Act as a main point of reference for members who need additional or general assistance throughout the studio- be an expert in the studio and production experience


• Ensure the energy of the studio experience is optimal, supporting the wider production teams with audience placement and participation


• Manage the group booking process from start to finish, by working with the programming team to co-ordinate any community or member groups. This includes but is not limited to; finalising group admin fees, waivers, docusigns, and class enrollment ahead of general public release


• Assisting with corporate group booking arrangements


• Act as a group host for any community, member and corporate group bookings, being ever-present and available to help with questions and direction


• Serve as a confident public speaker and MC for on-site events, effectively leading presentations and managing members during events. You will act as the 'voice of the studio,' delivering clear communications and maintaining a structured, welcoming environment during high-traffic events ensuring a safe, high-energy, and premium experience for all attendees


• Provide behind the scenes  tours for VIPS, prospective clients and key stakeholders, whilst supporting the wider studio team with member tours on member days


• Have the highest level of brand and product knowledge, along with full awareness of upcoming events, activations and promotions


• Help build surprise and delight moments for members and guests before, during, and post member visits with the help of fellow studio departments- including but not limited to birthday celebrations, milestones and anniversaries


• Be flexible to support in any additional studio activations or duties outside of our member class offering, including but not limited to event support, group and corporate bookings


• Think creatively about ways to improve the Peloton experience for our members every day in-studio and solve problems, share ideas, and implement with leadership


• Be an integral part of the overall live studio experience


• Project management assignments and responsibilities

YOU BRING TO PELOTON

• 2+ years of work experience in the customer service/hospitality industry


• Concierge, health, fitness experience is a plus


• Must be reliable, professional, energetic, friendly, and computer literate


• Must be friendly and outgoing


• Ability to effectively communicate in person, via email, and via phone


• Must have a friendly and professional phone and email etiquette


• Must have excellent communication skills


• Able to prioritize and multi-task within a fast-paced environment


• Must be willing to initiate tasks and perform duties without direction


• Must have outstanding customer service and problem-solving skills


• Must have a positive, can-do mentality


• Ability to work in a fast-paced environment


• Ability to work a flexible schedule that includes weekends, holidays, early morning (8AM) and late evening (10PM), adapting to meet the needs of the business