Client & Operations Manager

Position: Client Experience & Operations Manager

Join to apply for the 🧖 Client Experience & Operations Manager role at The Sauna Place

Location:

Cookeville, TN | On-site

Salary: $55,000–$70,000 base + performance bonus

The Sauna Place is an Inc. 5000, fast‑growing leader in the luxury home wellness industry. We design, build, and sell premium saunas, steam solutions, and cold plunges—combining timeless craftsmanship with modern operations and e‑commerce excellence.

We’re scaling rapidly and are building the internal systems and team needed to support that growth without losing our high‑touch customer experience. We’re hiring a Client Experience & Operations Manager to become the front‑office backbone of the company; the person who ensures customers are taken care of, operations run cleanly, and leadership stays focused on the work that truly moves the business forward.

The

Opportunity

This is not a receptionist role.

This is not a passive administrative role.

This is an ownership role at the intersection of customer experience, internal operations, and commercial discipline.

You’ll manage the front line of customer communication, bring structure to messy workflows, act as a second set of eyes on pricing and margin accuracy, and ensure that nothing—emails, orders, follow‑ups, or details—falls through the cracks.

If you enjoy being the person who brings clarity, order, and momentum to a growing business, this role will feel deeply satisfying.

What You’ll Own Customer & Sales Communication (≈35–40%)

• Own and triage all inbound customer emails across general and sales inboxes
• Identify true sales opportunities vs. service, shipping, or order‑status requests
• Route messages to the right internal owner with clear context and priority
• Respond directly to straightforward inquiries using established templates
• Maintain a zero‑backlog standard —no email gets lost or buried

Commercial Oversight & Pricing Accuracy (≈15%)

This is commercial hygiene, not sales.

• Review quotes, orders, and invoices for pricing accuracy and margin consistency
• Catch obvious pricing errors, discount misuse, or missing line items early
• Ensure accessories, upgrades, shipping, and custom elements are priced correctly
• Act as a second set of eyes between Sales, Operations, and Finance
• Flag recurring pricing or margin issues and recommend simple, practical fixes
• Help maintain clean pricing logic across Shopify, Cin7, and internal tools

Internal Operations & Executive Support (≈20%)

• Perform accurate, timely data entry across systems (Shopify, Cin7 Core, Hub Spot, Quick Books notes)
• Track priority tasks and follow‑ups, keeping leadership informed and unblocked
• Maintain clean contact lists, vendor info, reminders, and time‑sensitive follow‑ups
• Prepare simple summaries, lists, and internal updates as needed

Workflow Coordination & Process Improvement (≈25–30%)

• Maintain CRM‑like organization across our existing systems
• Coordinate workflows between Sales, Warehouse/Shipping, Finance, and Customer Service
• Spot recurring bottlenecks and communication breakdowns
• Propose lightweight improvements that reduce friction and prevent errors
• Support special projects, seasonal initiatives, and operational improvements
• Bring order to chaos without over‑engineering

Client Experience & Showroom Support (≈10%)

• Greet showroom customers and guide them to the right products or sales associates
• Provide friendly, knowledgeable support for walk‑ins, phone calls, and emails
• Assist with basic product questions, accessories, and scheduling follow‑ups
• Keep the showroom clean, organized, and presentation‑ready

What Success Looks Like (6 Months In)

• Customers receive fast, clear, and professional responses
• Sales spends time selling—not fixing inbox or pricing issues
• Pricing and margin errors are caught before they become problems
• Executives are focused on decisions, not task tracking
• The showroom experience feels calm, professional, and consistent
• Communication gaps between teams have noticeably shrunk
• Simple systems exist—and are actually used

What We’re Looking For

• Experience in a high‑volume, multi‑team environment
• Strong prioritization instincts—you know how to separate signal from noise
• Comfort reviewing numbers for accuracy (pricing, margins, line items), even…