Studio Sales & Customer Experience Lead

Santacruz West, Linking Road, Mumbai | Reports to: Centre Head

ABOUT THE ROLE

Eclipse is looking for a proactive Sales & Customer Experience Lead who can independently take charge of the studio, create an exceptional experience for members and prospects, and actively drive revenue. This is not simply a reception or administrative role. You will own sales, follow-ups, renewals, member experience and the smooth day-to-day running of the studio.

WHAT YOU'LL OWN

1. SALES & REVENUE

· Convert enquiries, trials and drop-ins into paying memberships.

· Follow up consistently with every lead — no prospect left untouched.

· Understand customer needs and recommend the right class or membership.

· Drive renewals, upgrades and re-engagement of existing members.

· Maintain an accurate sales pipeline and take responsibility for agreed sales targets.

· Enjoy selling — not just answering enquiries.

2. MEMBER EXPERIENCE

· Make every member and prospect feel welcomed, understood and looked after.

· Build genuine relationships with members and create a strong sense of community.

· Handle questions and concerns calmly, professionally and promptly.

· Notice when a member is disengaging or needs attention — and act before they ask.

· Ensure every interaction reflects Eclipse's standards of warmth and quality.

3. STUDIO OPERATIONS

· Open the studio on time and ensure everything is ready before the first class.

· Run daily protocols, check-ins and front-desk processes independently.

· Keep the studio organised, clean, presentable and welcoming.

· Ensure classes and the member experience run smoothly throughout the day.

· Identify and resolve operational issues before they become bigger problems.

4. OWNERSHIP & TEAM LEADERSHIP





· Set the standard for sales, customer service, punctuality and professionalism.

· Support and guide junior team members when required.

· Take ownership of mistakes and focus on fixing them rather than explaining them away.

· Bring solutions, not just problems.

WHO WE'RE LOOKING FOR

· Sales-oriented, confident and comfortable speaking to customers in person and on the phone.

· Customer-focused and genuinely interested in creating a great experience.

· Reliable: if something is assigned once, it gets done properly and on time.

· Independent: able to prioritise, make sensible decisions and manage the day without constant supervision.

· Proactive and observant: sees what needs to be done without being told.

· Organised, solution-oriented and calm under pressure.

· Experience in sales, hospitality, premium fitness/wellness, salons, retail or studios is a robust advantage.

WHAT SUCCESS LOOKS LIKE

· The studio runs smoothly without constant supervision.

· Every enquiry, trial and drop-in is followed up promptly.

· Conversions and renewals are consistently driven and tracked.

· Members know, trust and feel comfortable approaching you.

· Customer issues are resolved quickly and professionally.

· Problems are identified and addressed before they reach the Centre Head.

MOST IMPORTANTLY

We want someone who can take charge. You should not need to be repeatedly reminded to follow up with a lead, call a member, prepare the studio or complete basic processes. We want someone who naturally thinks: What needs to be done? What can I improve? Who needs to be called? What can I sell? What problem can I solve?

If that sounds like you, we'd like to meet you.

Pay: ₹25,000.00 - ₹40,000.00 per month

Work Location: In person

📌 Studio Sales & Customer Experience Lead (Santacruz, Mumbai)
🏢 Eclipse Wellbeing Hub u0026 School
📍 Santacruz, Mumbai