Open to opportunities

Tea Roy

@tearoy

Message

I build retention, onboarding, and operations programs for multi-location service businesses.

United States

Message

What I'm looking for

I'm looking to lead customer success and operations work where I can improve onboarding, retention, account relationships, and multi-stakeholder programs using data-driven insights.

I'm currently leading the full member journey at Club Pilates, from onboarding and engagement through retention and account resolution. I launched a new studio from the ground up and became the only General Manager in the region to hit revenue targets.

I also spearheaded Club Pilates' largest brand partnership with the Stagecoach Music Festival, coordinating 150+ tickets across 50+ locations nationwide under a fixed deadline.

At Hot 8 Yoga, I partnered directly with C-suite executives, prepared KPI reporting for leadership decisions, and coached studio managers across 12+ locations on sales and retention. I improved team performance by 24% by creating clear workflows, training programs, and consistent follow-through for a seven-person team.

Across Club Pilates, Hot 8 Yoga, and YogaWorks, I've managed customer and staff relationships, resolved sensitive escalations, and translated feedback and performance data into stronger operations.

Experience

Work history, roles, and key accomplishments

Current

General Manager

Current

Club Pilates

Jan 2025 - Present (1 year 7 months)

Owns the full member journey from onboarding through ongoing engagement, developing retention strategies informed by usage and performance data. Spearheaded a major brand partnership with Stagecoach Music Festival, coordinating 150+ tickets across 50+ locations.

Customer Retention Data Analysis Onboarding Project Management Stakeholder Communication Escalation Management

Corporate Sales and Customer Success Manager

Hot 8 Yoga

Jan 2021 - Jan 2025 (4 years)

Held the most senior operations role spanning sales, operations, and executive support, partnering with C-suite executives and preparing KPI reports for leadership. Coached studio managers across 12+ locations on sales and retention strategies.

Sales Customer Success KPI Reporting Coaching Project Management Vendor coordination Workflow Development

Studio Manager

YogaWorks

Jan 2014 - Mar 2020 (6 years 2 months)

Managed member and staff account relationships for a high-volume membership business, handling inquiries and confidential information with professionalism. Delivered onboarding support for new staff and members.

Customer Relationship Management Onboarding Confidentiality Operations