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Job Description: Customer Success Officer Trainee

Company: Gold’s Gym

Role: Customer Success Officer Trainee

Career Progression: Corporate Office (First 6 Months) → Center-Based Role

About Gold’s Gym

Gold’s Gym is a premium fitness brand committed to delivering exceptional member experiences and personalised fitness results. We are looking for an enthusiastic, customer-focused individual to support our Personal Training (PT) programme through member engagement, lead generation, follow-ups, and customer relationship management.

Role Summary

The Customer Success Officer Trainee will undergo initial training at the corporate office for the first six months, focusing on personal training services, customer engagement, lead generation, sales, and client relationship management.

After successfully completing the first six months, the employee will transition to a center-based role, taking on greater responsibility for PT sales, member engagement, and customer success.

Salary Structure & Career Progression

First 6 Months – Corporate Office

Fixed Salary: ₹25,000 per month

Incentives: Additional performance-based incentives + 4000 amazon vouchers

Role Focus: Training, lead generation, customer follow-ups, PT sales support, and customer relationship management.

After 6 Months – Center-Based Role

Fixed Salary: ₹30,000 per month

Incentives: Additional performance-based incentives

Role Focus: Center-level member engagement, PT sales, customer conversion, onboarding, and retention.

The transition to the center-based role and revised salary will be subject to the company's applicable policies and performance expectations.

Key Responsibilities

1. Member Engagement & Lead Generation

Interact with gym members to understand their fitness goals and requirements.

Identify potential Personal Training (PT) opportunities through member engagement.

Generate leads through referrals, events, outreach, and customer interactions.

Promote PT programmes, offers, and services.

2. Sales & Customer Conversion

Assist with fitness consultations and understand customer requirements.

Explain PT packages, programme benefits, and trainer options.

Follow up with prospects through calls, WhatsApp, and in-person interactions.

Support the achievement of monthly PT sales and conversion targets.

3. Customer Onboarding & Support

Assist in onboarding new PT clients and coordinating their initial sessions.

Coordinate with trainers to ensure smooth scheduling and communication.

Connect with clients regularly to understand their experience and requirements.

Support customer retention through timely follow-ups and engagement.

4. CRM & Reporting

Maintain accurate records of leads, follow-ups, conversions, and client interactions.

Update CRM systems and lead management tools regularly.

Prepare daily and weekly sales and follow-up reports.

Track lead progress and identify opportunities to improve conversions.

5. Learning & Development

Develop knowledge of fitness programmes, PT services, packages, and trainer specialisations.

Learn sales techniques, customer handling, lead conversion, and relationship management.

Work closely with the Customer Success Manager and Fitness Manager.

Progress towards independently managing PT sales and customer relationships.

Qualifications & Eligibility

0–1 year of experience; freshers are welcome.

Graduate or equivalent qualification preferred.

Strong communication and interpersonal skills.

Basic knowledge of or interest in fitness and wellness.

Comfortable interacting with customers and making follow-up calls.

Basic knowledge of MS Excel, Google Sheets, or CRM tools is an advantage.

Key Skills & Attributes

Customer-focused with strong relationship-building skills.

Energetic, confident, and enthusiastic.

Good communication and interpersonal skills.

Willingness to learn sales and fitness industry practices.

Target-oriented, proactive, and organised.

Professional attitude and commitment to customer satisfaction.

Passion for fitness and healthy living.

What We Offer

Fixed monthly salary with additional performance-based incentives.

Structured on-the-job training at the corporate office for the first six months.

Opportunity to transition into a center-based role with a revised fixed salary.

Career development in fitness sales and customer success.

Access to gym facilities and services, subject to company policy.

Opportunities for long-term career growth within the fitness industry.

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