Marvin Santiago

Experience

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  UPS

  Jun 1998 - May 2001

  Small Business Sales Representative

  Part-Time Human Resources SupervisorHuman Resources Communications Intern

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  Sage Credit Company

  Feb 2006 - Jul 2007

  Senior Loan Consultant

  -Produced mortgage loans with maximum integrity and customer services, while remaining by the entire state and federal laws-Recognized as top 1% of company for bringing in an average of $2.3 million dollars a month in refinance loans

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  Vonage

  Jul 2007 - Dec 2008

  Customer Service Business Analyst

  -Responsible for gathering information from multiple sources, reconciling discrepancies within internal data sources and generating, maintaining, and delivering a variety of reports based on organizational needs. -Reviewed report content to ensure information is complete and accurate and is responsible for supporting all lines of businesses including Customer Service, and Technical Support by analyzing data and identifying factors which impact organizational performance. -Team lead on projects that focused on issue resolutions and incident management. Show less

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  Town Sports International

  Dec 2008 - Jun 2010

  Assistant/ Acting General Manager

  -Managed a large staff involving the sales team, front desk, housekeeping, and personal trainers -Exceeded every sales goal as an individual and as a team every month-Inspected equipment and facility on a daily basis and placed repair orders as needed.-Performed daily walk-throughs ensuring club standards in cleanliness, health, and safety-Managed the club’s P&L statement to reduce cost and increase revenue by cost center-Delivered superior customer service for members and addressed any issues or concerns-Conducted several team-training sessions, which concentrated on teamwork and the reinforcement of various job related requirements including, critical decision-making and conflict resolution-Sales goals were met by managing the tools that measure membership consultants’ daily and weekly activities (i.e. daily action planners, missed tour logs, appointment books, etc.)-Ensured the entire staff provided a world class level of customer service Show less

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  24 Hour Fitness

  Jun 2010 - Jun 2011

  Membership Manager

  -Improved sales team thus bringing in more than $350,000 in club dues per month; a 16% increase within the first 3 months-Sustained over 103% of sales goals every month-Elevated existing club ranking to number 3 in the company-Coordinated weekly meetings reviewing staff performance and providing guidance towards achieving individual and club goals-Controlled aspects of club metrics including sales, customer service, associate training, and day-to-day operations

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  Colosseum Fitness

  Jun 2011 - Feb 2012

  Fitness Manager

  -Influenced a productive and motivating environment for staff and club members-Continuously exceed sales goals by coaching training and developing staff as well as selling-Guaranteed compliance to all required protocols-Evaluated fitness center applications and forms -Planned efficient staff coverage on schedule-Tracked progress of existing clients to guarantee quantifiable results-Executed fitness evaluations to convert prospects into personal training clients

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  Bergen County Overhead Doors

  Feb 2012 - Dec 2014

  Business Development Manager

  -Built sound, lasting, working relationships with contractors-Worked with Owner in business planning strategies and marketing-Presented garage door products and services to commercial and residential prospects and clients-Wrote and proposed service contracts and managed to obtain clients like NJ Transit and several -- self-storage facilities-Assisted in the installation of overhead doors and operators to become a subject matter expert-Increased sales production by 15% the first year and 24% the second year Show less

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  Orangetheory Fitness

  Dec 2014 - Sept 2019

  As the International Sales and Operations Manager at Orangetheory Fitness, I was responsible for overseeing and monitoring the operations and sales performances of 15 open studios in LATAM and 2 in Spain. My duties included ensuring that franchise partners were adhering to corporate policies and procedures, providing continuous support and feedback remotely or on-site as needed, and identifying KPI outliers and providing strategic planning to improve underperforming metrics.I was also responsible for supporting and advising new franchisees during construction phases, studio pre-sales, training of staff, and aiding in studio launches. I developed marketing strategies to help increase brand awareness and draw more traffic into our international studios, and I continuously shared best practices based on the needs of each individual studio and international region. In addition, I assisted the Learning & Development team with creating Sales & Ops learning materials.Overall, my role required strong leadership, problem-solving, and communication skills, as well as a deep understanding of the sales and operations process in the fitness industry. I am a skilled cross-functional team player and have a proven track record of success in driving revenue growth and improving productivity and efficiency in various markets. Show less -Perform franchise studio audits for process and system compliance. -Enforce OTF corporate policies, business practices, systems and processes-Identify, advise and correct on training and studio operational issues, and conducts needs assessments to determine specific training needs-Proactive monitoring of franchise studio performance-Be the Regional Sales expert to drive optimal studio performance, coach others on best practices-Point person for studios in pre-sales, monitor membership sales process weekly, report back to AR on progress-Serve as the liaison between the corporate office and franchisees for sales and business/operations related issues -Facilitate meetings at regional studio locations within the territory or as assigned by the corporate office-Create programs and participate in special projects as required-Proactively manage ongoing workshop trainings, registrations, and event logistics-Be available to support regional activities such as 5ks, charity events and various branding events Show less -Managed and exceeded sales and operational budgets of over $50,000 a month-Managed, monitored, coached, developed and evaluated the performance of all managers and staff-Oversaw the hiring, training and scheduling of all staff -Handled all member inquiries and concerns with a high level of customer service-Cultivated and maintained a motivating atmosphere that improved employee morale and production -Ensured patron satisfaction through follow-ups and engagement-Reduced operational costs by 25% while increasing revenue by 32%-Created an annual 5k race fundraiser to benefit a local scholarship fund while creating brand awareness; Participation increased by 60% the second year Show less -Responsible for overseeing the sales process and facility operations-Boosted member base 14% since initial hire-Developed staff in sales operations and techniques, thus increasing closing percentage from 43% to 91%-Properly manage and exceed all sales and operational budgets-Manage, monitor, coach-develop and evaluate the performance of all managers and staff-Monitor the hiring, training and scheduling of all staff-Handle all member inquiries and concerns with a high level of customer service-Cultivate a motivating atmosphere and improve employee morale and production-Ensure patron satisfaction through follow-ups and engagement -Reduced operational costs by 25% whilst increasing revenue -Spearheaded a community outreach and sponsorship program to increase local awareness Show less

  • International Sales & Ops Manager

    Jul 2018 - Sept 2019

  • Regional Sales Manager/ Int'l Master Educator

    Dec 2016 - Jul 2018

  • Multi-Studio Manager

    Aug 2015 - Dec 2016

  • Studio Manager

    Dec 2014 - Aug 2015
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  Orangetheory FITNESS Ciudad de México

  Sept 2019 - Aug 2021

  Vice President Sales & Operations

  As VP of Sales and Operations at Orangetheory Fitness, I was responsible for leading and motivating a team of sales and operations professionals to achieve the company's sales and customer service goals. I successfully increased sales revenue by 43% in 90 days and reduced attrition from 8% to an average of 4% by improving the member experience through continuous outreach and the implementation of technology-based engagement tools.I also developed and implemented a new pricing structure to increase upfront cash flow during the pandemic shutdown period, which helped cover payroll and rent and gave members an at-home experience through virtual tools to continue their fitness journeys. This strategy brought in over $330K and was shared internationally, helping many locations survive and avoid permanent closure.In my role, I also focused on developing high-performance teams and collaborating cross-functionally to implement business initiatives, improve workflow efficiency, and decrease operating costs. I have excellent communication and interpersonal skills that I use to build strategic alliances and motivate others throughout the project lifecycle. I am a skilled cross-functional team player and have a proven track record of success in various industries. Show less

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  Freelance

  Sept 2021 - Sept 2023

  Freelance Consultant
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  Uplifting Impact

  Sept 2021 - Apr 2022

  Partnerships Specialist
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  MYOKORE

  May 2022 - Oct 2022

  Director of Global Development
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  Lighthouse Storage

  Sept 2023 - Sept 2024

  Sales & Marketing Manager
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  Fuerza Fitness Orocovis

  Aug 2024 - now

  Owner/CEO