Internal Promote - Planet Fitness - Brand Excellence Manager

Planet Fitness prides itself on creating a unique environment where anyone – and we mean anyone – can be comfortable. A diverse, Judgement Free Zone where a lasting, active lifestyle can be built. This product is a tool, a means to an end; not a brand name or a mold-maker, but a tool that can be used by anyone. As we evolve and educate ourselves, we will seek to perfect this safe, energetic environment, where everyone feels accepted and respected.

 Reporting to the Director of Operations, the Brand Excellence Manager (BEM) is a strategic leader responsible for upholding brand integrity, operational excellence, and member experience across all locations. This role partners closely with field leadership to drive performance, coach and develop leaders, and implement best practices that strengthen brand consistency and club success. By leveraging insights and innovation, the BEM drives continuous improvement, ensuring clubs operate at the highest standard while fostering growth and leadership excellence.

Skills Required

• Brand & Customer Experience Focus: Ability to ensure a strong, consistent member/customer experience with a focus on customer satisfaction and retention. Strong attention to detail in execution of brand standards.
• Operational & Business Acumen: recognizes and defines problems; analyzes relevant information; encourages alternative solutions and plans to resolve situations; seeks additional assistance when needed.
• Strong Communication & Listening skills:  Clear, professional verbal and written communication. Ability to present reports and insights to leadership. Actively listens to customers (including coworkers and the public) empathize (sees the situation from the customer’s perspective) and works together to solve the problem.

Essential Duties and Responsibilities

• Conduct monthly Brand Excellence Reviews (BERs) for each location to assess club performance and ensure execution of brand standards.
• Analyze trends and develop action plans to address gaps, improve operational efficiency, and enhance the member experience.
• Serve as a trusted advisor to field leadership, providing insights that drive sustainable performance improvements.
• Champion a culture of excellence, consistency, and brand integrity across all locations.
• Conduct regular check-ins with General Managers (GMs) and teams to strengthen execution and track progress.
• Ensure effective completion of training in Yoobic, reinforcing best practices and operational excellence.
• Follow up on weekly initiatives rolled out by operations.
• Provide targeted mentorship and coaching, empowering leaders to execute best practices with confidence and drive continuous improvement.
• Design, lead, and evaluate new initiatives, pilot programs, and process innovations to optimize club operations.
• Conduct market testing of new systems, processes, and products, providing data-driven insights for company-wide scalability.
• Collaborate cross-functionally with marketing, operations, and training teams to implement and refine strategic initiatives.
• Drive performance improvements through benchmarking, innovation, and data analysis.
• Develop and maintain comprehensive daily reports and monthly business reviews, providing field teams and leadership with clear visibility into club performance operational trends, and brand execution.
• Manage and optimize SharePoint resources, ensuring teams have real-time access to the latest documentation, training materials, and best operational practices.
• Oversee the coordination and distribution of marketing materials ensuring brand messaging is consistently executed across all locations and aligned with operational priorities.
• Attend meetings via Teams to support field operations.
• Provide hands-on support for shift leader (SL), assistant manager (AM), and general manager (GM) validations.
• Serve as the point of contact for new GM onboarding, ensuring seamless integration into the role.

Qualifications

• 2+ years of management experience
• Excellent interpersonal and communication skills
• Ability to travel to multiple locations
• Strong ability to:
• Interpret KPIs, dashboards, and operational metrics
• Identify trends and translate them into action plans
• Proven experience in:
• Driving operational performance across multiple locations
• Improving customer/member experience

About Flynn Fitness Group

As the most innovative health club brand in the United States, Planet Fitness is known for a lot of things – our absurdly low prices, for our Judgement Free Zone philosophy, which means members can relax, get in shape, and have fun without being subjected to the hard-core, look-at-me attitude that exists in too many gyms.

Planet Fitness is a franchise of fitness centers. The particular Planet Fitness health clubs to which this position supports, located in Massachusetts and Georgia, are independently owned and operated by Flynn Fitness Group.

We are here to provide a unique environment in which anyone, and we mean anyone, can be comfortable. A diverse, Judgement Free Zone where a lasting, active lifestyle can be built. Our product is a tool, a means to an end; not a brand name or a mold maker, but a tool that can be used by anyone. We seek to perfect this safe, energetic environment, where everyone feels accepted and respected. We take pride in the fact that we are a non-intimidating, welcoming gym. Unlike most traditional gyms, Planet Fitness does NOT cater towards bodybuilders or power lifters but is instead focused on general fitness. We strive to provide a comfortable atmosphere for EVERYONE in what we call the Judgement Free Zone (JFZ).

Flynn Fitness is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other legally protected status under applicable federal, state, or local laws.

Employment with Flynn Fitness is on an at-will basis, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

All offers of employment are contingent upon the successful completion of a background check in accordance with company policy and applicable law.

Flynn Fitness is committed to maintaining a work environment that is free from harassment, discrimination, and retaliation. We expect all employees to uphold these values and contribute to a respectful and inclusive workplace.