JULIE CROPPER
Mississauga,Canada
Summary
Dynamic and results-driven professional with extensive experience delivering exceptional, personalized service. Proven ability to engage high-end clientele through relationship building and tailored solutions that drive client satisfaction, loyalty, and revenue growth. Skilled in leading high-performing teams, managing operational excellence, and upholding brand standards to create unforgettable experiences. Adept at anticipating client needs, resolving concerns with discretion, and fostering a premium service culture that exceeds expectations.
Overview
20
20
years of professional experience
Work History
CONCIERGE MANAGER
LIFE TIME ATHLETIC MISSISSAUGA
Mississauga, Canada
09.2021 - 12.2022
- Served as the first point of contact for members and guests, ensuring a warm, welcoming, and personalized experience that reflects Life Time’s status as a luxury lifestyle destination.
- Delivered exceptional, white-glove customer service, catering to the needs of high-end clientele with professionalism and attention to detail.
- Fostered meaningful relationships with members by anticipating needs, providing bespoke solutions, and creating unforgettable, tailored experiences.
- Efficiently managed incoming calls and communications, delivering swift, polished resolutions to meet member expectations.
- Proactively addressed and resolved member concerns with discretion and care, upholding the brand’s commitment to excellence and member satisfaction.
- Conducted exclusive club tours and consultations, showcasing premium amenities and services to drive membership acquisition, retention, and revenue growth.
- Collaborated seamlessly with internal departments to deliver a cohesive, luxury experience and ensure service excellence across all touchpoints.
- Executed strategic business plans to achieve membership growth and retention goals, with a focus on premium offerings and services.
- Oversaw financial performance of the Concierge department, managing budgets, payroll, and scheduling to optimize efficiency while maintaining service standards.
- Recruited, developed, and led a high-performing Concierge team, providing mentorship and training to ensure a culture of luxury-level service and hospitality.
- Curated an experience-driven culture by leveraging insights from member feedback, social media, and surveys to continually elevate the standard of service.
GENERAL MANAGER (Dual Clubs)
CRUNCH FITNESS CANADA/ WORLD GYM
01.2017 - 08.2021
- Ensure Crunch members receive the highest quality of service
- Continually achieve the financial targets for the club(s) by motivating, leading and supervising
- Review KPI’s to ensure budgetary goals are achieved and always improving
- Communicate and implement club policies and procedures to employees
- Provide direction, support and feedback to staff members in addition to creating a positive team spirit
- Provide an inspirational environment that welcomes honest feedback from employees and takes action to ensure a quality, working environment
- Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to our members
- Recruit and hire the highest possible caliber of staff
- Achieve desired revenue through the leadership and motivation of employees
- Complete performance reviews on a daily, weekly and monthly basis to ensure both individual and team standards/goals are met
- Ensure ongoing prospecting and generation of new prospective members
- Create sales-related written communication such as proposal, letters and promotional pieces for effectiveness, spelling, accuracy and distribution
- Ensure that staff has a high level of knowledge about the clubs programs, facilities and equipment
- Work with staff in the community and neighborhood to generate additional exposure and growth
- Implement and drive company programs, promotions, health and safety/harassment policies
- Resolve member complaints in an expeditious and tactful manner following club procedure and documentation
- Ensure the club meets standards for cleanliness, maintenance, safety, and security by conducting weekly detailed inspection of the club
- Communicate effectively by holding weekly and individual meeting with all key club personnel to ensure the club(s) run efficiently and to Crunch standards
SALES & MARKETING ASSISTANT
TREE OF LIFE CANADA
01.2013 - 08.2015
- Assisted managers with the development of marketing strategies/plans/reports
- Developed, integrated and maintained social media profiles
- Handled all feedback/complaints from customers ensuring complete satisfaction
- Maintained and tracked inventory of promotional items, supplies and samples
- Prepared presentations and promotional materials
- Compiled spreadsheets utilizing information/statistics for analytics
- Acted as a liaison with head office customers on all administrative requirements
SALES & MARKETING MANAGER
OPTIMAX EYEWEAR INC.
03.2003 - 09.2012
- Managed national retail accounts to ensure program success and growth
- Assisted with the development of marketing, promotional, and branding programs
- Liaised with Licensors (Hasbro, Disney, Mattel) to obtain product approvals
- Developed and prepared training tools for merchandisers and staff
Education
Bachelor of Arts - Radio, Television & Journalism
Ryerson Polytechnic University
Toronto, Ontario04-1996
Skills
- Exceptional Client Relationship Management
- Personalized Customer Service
- High-Touch Client Engagement
- Client Retention & Loyalty Development
- Consultative Selling Techniques
- Active Listening & Needs Analysis
- Conflict Management & Resolution
- Team Training & Development
Timeline
CONCIERGE MANAGER
LIFE TIME ATHLETIC MISSISSAUGA
09.2021 - 12.2022
GENERAL MANAGER (Dual Clubs)
CRUNCH FITNESS CANADA/ WORLD GYM
01.2017 - 08.2021
SALES & MARKETING ASSISTANT
TREE OF LIFE CANADA
01.2013 - 08.2015
SALES & MARKETING MANAGER
OPTIMAX EYEWEAR INC.
03.2003 - 09.2012
Bachelor of Arts - Radio, Television & Journalism
Ryerson Polytechnic University
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