About the right team member

You help our studios and your market(s) and region succeed which will range from prospecting new supply, to upselling to your client base. You will work directly with studio owners and managers in our network to make sure they see incredible value in their partnership with us. You are comfortable with numbers, and are excited to use data, market trend analysis, and your budding knowledge of the boutique fitness space to make actionable recommendations to our partners.

About the role

Market Management

• Be an expert on boutique fitness and wellness in your ClassPass markets, including the competitive landscape
• Responsible for revenue and reservation growth across your book of business and the market you manage
• Responsible for market wide partner retention focus with monthly and quarterly targets
• Responsible for monitoring and identifying pockets of opportunity on supply health across your markets with a heavy focus on inventory availability
• Acts as the local voice of the partner and escalates local nuances to country leaderships team
  
  

Partner Management

• Build strong, long-term relationships with partners in a diverse book of business ranging from top, medium and lower tier accounts
• Support your partners in your market by helping them grow their business
• Drive adoption of new ClassPass products and retention of pre-existing products among your studio partners
• Engage with key studio partners during a monthly check-in via phone and in-person meetings (some you’ll interact with every day!)
• Retain our partners by providing best-in-class support & relationship management
• Quarterly Business Reviews and develop in-depth performance reports to share with studio partners
• Research, prospect and sell new studio, gym and wellness partners on to the platform in selected areas to help expand the ClassPass geographic footprint
• Utilise online and offline resources and tools to develop and maintain your own pipeline in SalesForce
• Outbound to larger, more strategic partners, driving the full sales cycle through making/sending introductory calls and emails, meeting prospects face to face, building the relationship and closing the deal
  
  

General

• Contribute towards country specific projects across the partner bases
• Assist with resolving transactional issues and complete ad-hoc projects
• Assist with marketing efforts during launch

Skills & experience

• 3+ years of experience in account management or BD with a track record of relentlessly high standards and top performance
• Strong negotiation skills in managing/developing your current and prospective book of business, ranging from low to top tier accounts.
• Good strategic thinking skills in implementing and executing tactical project plans ensuring alignment with directions from their manager, and goals of their team.
• Strong communication skills: comfortable using a broad range of communication styles across different audiences in diverse situations. Partners with members of other teams to not only generate buy-in for their initiatives but to maximize their impact.
• Good collaboration skills: leverages deep experience (at ClassPass or otherwise) to teach their colleagues new skills, frameworks, techniques, etc. Introduces entirely new ways of approaching or solving problems.
• Good business acumen skills: able to articulate at a high level the value of the work that they do, not just to their own team but also to the broader business.
• Based in Tokyo, Japan
• Fluency in English and Japanese

#APAC

The Team Lead, Japan HAPI Program owns the day-to-day execution and performance of the Japan HAPI reservations program. This role provides hands-on operational leadership for contractor management, workflow oversight, quality assurance, compliance, escalation prevention, and service quality for Japanese partners, with particular focus on key brands and high-sensitivity accounts. The Team Lead works closely with Business Operations leadership and cross-functional partners to ensure schedule updates are completed accurately and on time, issues are identified and resolved quickly, and the Japan HAPI model can scale sustainably with reduced dependency on BizOps leadership for direct day-to-day management.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's degree, technical certification, or equivalent relevant work experience
• 4+ years of experience in program operations, partner operations, service delivery, business operations, or a related field
• Experience leading day-to-day operations, workflows, projects, or teams, including contractor, vendor, or indirect team oversight
• Professional fluency in Japanese and English, both written and verbal
• Strong written and verbal communication skills, with the ability to build trust and operate effectively across cultures and functions
• Experience managing operational quality, compliance, service consistency, and issue resolution in a dynamic environment
• Proven ability to prioritize effectively and make sound decisions in an ambiguous, fast-moving environment
• Strong analytical and problem-solving skills, including the ability to collect data, identify trends, and translate findings into action
• Intermediate proficiency with Microsoft Office Suite or Google Workspace, including experience preparing updates and presenting to stakeholders
• High attention to detail, strong organizational skills, and sound judgment with partner-facing work
• Experience supporting Japanese partners, venues, or customers is highly desirable
• Program or project management certification, such as PMP, Agile, or similar, is a plus

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Own day-to-day execution and performance of the Japan HAPI reservations program
• Provide clear operational ownership and accountability for update completion, accuracy, responsiveness, and service quality across the Japan HAPI model
• Lead and coordinate the work of Japan HAPI contractors, including workload balancing, prioritization, coaching, feedback, and performance oversight
• Monitor operational workflows and schedule updates to ensure required work is completed accurately, on time, and in accordance with defined processes and partner expectations
• Oversee and strengthen quality assurance practices, including audits, spot checks, trend reviews, and process improvements that better reflect the dynamic operating reality of the Japan market
• Identify, prevent, and resolve operational issues before they become partner escalations, and manage escalations quickly and effectively when they occur
• Partner with Business Operations leadership and cross-functional stakeholders to align priorities, surface risks, and coordinate support for critical accounts and key brands
• Develop and maintain clear operating procedures, documentation, and training materials to improve execution consistency and reduce single-threaded knowledge
• Ensure compliance with internal policies, partner requirements, and applicable operational standards
• Track and report on program health, including timeliness, accuracy, escalation volume, service reliability, and quality trends
• Analyze operational data and partner feedback to identify root causes, recommend improvements, and drive corrective actions
• Support efforts to scale Japanese venue operations by improving the reliability and sustainability of the HAPI support model
• Reduce day-to-day dependency on BizOps leadership by independently managing routine execution, issue handling, and contractor oversight within the scope of the role
• Participate in planning and prioritization activities to identify operational impacts, interdependencies, and risks across related programs or teams
• Contribute to hiring, onboarding, and training for future contractors or team members as needed
• All other duties as assigned

KEY OUTCOMES / MEASURES OF SUCCESS:

• Clear ownership and accountability for Japan HAPI operations
• Stronger execution consistency across schedule updates and quality assurance activities
• Fewer Japan partner escalations tied to HAPI performance
• Reduced churn risk or partner dissatisfaction where HAPI support is a contributing factor
• Higher operational reliability and responsiveness for key partners and critical brands
• On-time completion and accuracy of required updates
• Improved QA coverage and effectiveness for high-priority work
• Reduced management time required from BizOps leadership to keep the program stable
• Improved ability to scale support for Japanese venues through a more sustainable operating model

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• Dexterity of hands and fingers to operate a computer keyboard
• This position is mostly stationary and will be required to remain stationary for extended periods of time
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus
• The noise level in the work environment is usually moderately quiet

The Role You'll Play

• We’re looking for a strategic growth marketer to lead the charge in one of our most exciting international markets: Japan. You’ll own the full local marketing strategy—shaping how ClassPass shows up, grows, and connects with our Japanese audience. From brand storytelling to channel optimization, your work will drive awareness, engagement, and long-term growth.

  • Lead end-to-end strategy for Japan, tailoring campaigns, content, and channels to resonate deeply with local audiences
  • Champion Japanese customer insights across the organization, helping global teams localize with purpose and impact
  • Design and scale high-performing, test-and-learn campaigns that unlock new growth levers in market
  • Oversee influencer, media, and strategic brand partnerships to elevate visibility and drive demand
  • Manage social channels and community-building efforts, cultivating engagement that reflects local culture
  • Partner with sales teams to fuel supply-side growth through activation insights and market-specific strategy
  • Guide research efforts that translate into actionable brand and product decisions
  • Collaborate cross-functionally with global creative, paid media, and product teams to build assets that speak the local language—literally and culturally
  • Manage agency relationships to ensure exceptional execution across all touchpoints

 The Experience You’ll Bring

• 6+ years in growth or brand marketing, with a strong track record of success in the Japanese market
• Proven ability to build, launch, and scale brands in Japan with both strategic and hands-on execution
• Native-level Japanese fluency and strong English communication skills
• Experience leading full-funnel marketing and campaign performance, with a sharp eye for metrics and experimentation
• Skilled at turning customer insights and market data into bold strategy and creative direction
• Confident cross-functional collaborator, especially with global teams across creative, product, and paid media
• Comfortable leading external partners and agencies, ensuring quality and alignment at every step
• Clear, strategic thinker with strong judgment and a proactive, independent work style

• 3 years of sales experience primarily focused on fast-paced, B2B transactional sales leveraging both Field and Inside sales tactics
• Proven sales record of consistent over-performance on monthly quotas and OKRs
• Familiarity with and/or professional connections within the local fitness, wellness or other applicable industry in your region are a plus
• Proficiency with Salesforce, Salesloft and Microsoft Suite
• Based in Tokyo, with possibility of travel across the broader region
• Fluency in English and Japanese

• Engage directly with fitness, wellness or new vertical partners within your assigned area to grow the book of business
• Consistently hit or exceed monthly quotas based on new venues added to the ClassPass network
• Lead with a field-first mindset, prioritising in-person outreach through drop-ins, taking studio classes as a means to engage, meetings, and events; selectively apply Inside Sales tactics where appropriate to accelerate pipeline momentum.
• Identify and attend networking opportunities to build strong connections within your regional fitness and wellness community
• Maintain accurate and up-to-date records in Salesforce, ensuring reliable forecasting and pipeline visibility.
• Should be a good negotiator and comfortable in presenting higher-level readouts/pitch decks to prospective new partners