POSITION: Master Trainer

REPORTING TO: Head of Service Innovation & Content

RESPONSIBLE FOR: FaceGym brand ambassador across multiple touch points – (1) Delivering facial workouts, across FaceGym’s multiple channels of in studio, events, VIP appointments, pop ups and digital studio, offering first-class customer service and (2) developing the Trainers in Studios, through holding assessments, training sessions and mentoring (3) executing and hosting brand events, including masterclasses, pop ups and (4) supporting with social content (5) delivering Bootcamps when required

LOCATION: FaceGym Studios and working remotely

FaceGym is the first of its kind and a unique facial fitness experience, and is in the confidence-boosting business. Think of us as a complete gym workout for your face. We combine powerful kneading movements with our high-performance skincare, innovative tools and cutting-edge technology to tone and tighten the 40+ forgotten muscles of the face – in our Studios, on face-gym.com and our Digital Studio, third-party retailers (Sephora, Selfridges, SAKS, Net-a-Porter to name a few, and many new ones to come), and at home. We are based in central London, working across the UK & USA, with new markets to launch soon!

The FaceGym Family is an inclusive community, with a strong mission to develop people and teams, promote confidence and positivity, and create an environment where all individuals are empowered to be the best version of themselves.

Fun

Audacious

Magic

Inclusivity

Love what you do

You are Important!

Job Summary

The main function of this role is to support the Education department with training and mentoring of the teams, through assessments, training sessions and mentoring in Studio, whilst also being available to step in and support Workouts as needed.

You will highly represent FaceGym’s brand image and vision while promoting the brand and carrying out facial workouts, as well as to drive remarkably professional customer service at all times and with every client. Master Trainers will have a broader vision of the Company, aiming to drive revenue throughout different channels, and to maintain and grow our community of clients within studios, through events and on social media. The role is responsible to promoting FaceGym’s services and skincare offerings and delivering an extraordinary customer experience to individuals, as well as small and large groups, as well as Training and mentoring our teams to offer the very best service.

Services delivered by this role include, but not limited to, hands-on workouts, in-person events and pop-ups to a wide-range of clients, from new and regular clients to VIP’s. The role includes supporting on the execution and delivery of events, and also being part of social content – from pre-recorded content to live content.

Key duties and responsibilities:

Education

Working closely with the Trainers in Studio to develop their skills with Workouts, selling techniques and customer service.

Carry out regular training audits and assessments on Trainers, to feedback on their strength and areas for development.

Support with training and mentoring for Trainers who need development or have received customer complaints.

Work with the Front of House team on selling techniques and customer service skills, to ensure the best customer experience in all Studios.

Support the managers with coaching and mentoring their teams on a day-to-day basis, on service standards, selling techniques and customer service.

Regularly meet with Managers to give feedback on team performance and areas for development.

Support with Bootcamps and other training sessions, as required.

Support with team training days, such as Seasonal Seminars.

Studio Presence

You will work across all NYC Studios.

If there is sickness and a column needs covering, you will step in to support.

Brand Ambassador when working within Studios, offering the highest level of customer service.

Offering Workouts at the highest standard to FaceGym customers.

Actively promoting and advising on FaceGym’s skincare range and tools, creating retail theatre to customers.

Maintain the highest standards of hygiene and adhere to all health and safety and contraindication guidelines.

Events & Pop ups:

High energy and passion must be shown at all times when working at events and pop-ups. To ensure FaceGym is well promoted and we offer an excellent client experience.

Excellent knowledge of the brand history, Workouts and Skincare. To engage and educate all clients.

Must be able to travel to various FaceGym locations, as well as external venues for partnership and private events.

Preparation for each event is essential. Internal communication must be followed to acknowledge any needs and specifications.

Work closely with managers and events team to ensure that all products, tools and FaceGym literature is available in time – take responsibility for helping to organise.

Checking that kits allocated to clients are correctly prepared and distributed.

For events, you will also need to set up the space, requiring you to ensure all details are followed and high standards of hygiene and punctuality are met.

For some events you may be required to tidy up the space after the activity, requiring you to be organised and cautious with Company property.

Forward thinking to generate sales and repeat business; including traffic stopping and engaging with participants.

Good time management skills to be able to stick to a schedule at an event and know when to take breaks.

Be able to get yourself to and from the event on time.

Assisting with organisation of stock delivery and returning it to the correct place after the event.

Taking payment for any products sold at the event on the company software.

Reporting back to the Event manager at the end of the event with a full recap of learnings and any follow up.

Social Media:

Must feel comfortable and confident to create and be involved in content for FaceGym’s various social media and digital platforms.

Helping with the creation of social content and marketing materials.

Being comfortable to be filmed and have pictures and videos shared on Facegym channels.

Take part in IG lives, following the agenda closely and ensuring there is no external disturbance during the calls (follow all Company guidelines for online calls).

Confidence and good knowledge of the Company is essential.

Take part in shoots to create videos and photos to be used by the Company.

VIP Visits:

Ensuring that the client journey exceeds expectation in every point.

Be understanding and flexible to accommodate if clients need to stop or step out of the Workout.

Hygiene, presentation and grooming must be strictly followed when meeting VIP clients.

Must demonstrate professionalism and good work ethics at all time during a visit.

Responsible and reliable, ensuring that we do not let clients down. Flexible with time as often the client cancels on the day or rearranges with no notice.

Recaps entire event / client visit to VIP manager so we can learn from each experience.

Required to tell the client about the full FaceGym experience, give VIP manager’s card for repeat bookings and let VIP manager know about any products or tools they were interested in trying if not gifted full collection.

Ability to get yourself to and from the visit on time.

Excellent knowledge of the brand history, Workouts and Skincare.

Travel:

Must have a valid/in date passport to travel overseas.

Must be flexible to travel at various times within the year.

Person Specification:

The ideal candidate will:

NYS Licensed Esthetician

Hands on experience with customers

Previous experience of working within beauty, retail and spa

Experience on leading fitness classes, or performing is a plus

Confidence to perform in front of groups of clients, when working events

Confidence to take part in photo shoots for social campaigns

Enjoys exploring opportunities and using own initiative

Exceptional customer service skills

Experience with high end clients

Articulate and a confident communicator

Being approachable, flexible, punctual and organized

Having positive attitude towards changes, and ability to keep motivated through the process