Brianne Shanklin
Maple Falls,WA
Summary
Customer Success and Business Performance leader with 10+ years of experience driving franchisee success, customer retention, and operational growth within the health and fitness industry. Experienced managing a portfolio of 60+ franchise owners, leading escalations, and partnering cross-functionally to improve customer outcomes. Deep expertise in the ABC Fitness ecosystem, customer adoption, stakeholder management, KPI analysis, and operational excellence.
Overview
9
9
years of professional experience
Work History
Franchise Business Consultant
Purpose Brands/Anytime Fitness
05.2023 - Current
- Manage a portfolio of no less than 60+ franchise owners, serving as a strategic advisor focused on business performance, customer experience, and long-term success.
- Drive improvements in revenue, membership growth, retention, and ancillary services through performance coaching, accountability, and business planning.
- Analyze customer health indicators and operational KPIs to identify risks, prioritize opportunities, and develop targeted action plans.
- Lead adoption of business initiatives and technology platforms, including ABC Fitness, Club Hub, Club OS, Coaching Dashboard, and the Anytime Fitness App.
- Resolve complex franchisee escalations and collaborate with Operations, Marketing, Technology, Real Estate, Construction, and Compliance teams to deliver effective solutions.
Multi Club Director
Anytime Fitness / Barkley Fitness & Dynamic Fitness Solutions LLC.
03.2020 - 05.2023
- Led multi-location operations with responsibility for change management, member experience, team performance, retention, and revenue growth.
- Utilized financial, operational, and customer experience reporting (ABC, Ceterus, Medallia, etc.) to identify opportunities and drive continuous improvement.
- Served as the primary escalation point for member, staff, and operational concerns, ensuring timely and effective resolution.
- Developed and oversaw staff onboarding and training programs to ensure accountability, engagement, and performance.
- Increased profitability by baseline 5k per QTR per location through operational efficiencies, member engagement initiatives, and personal training growth.
Member Experience Manager
Anytime Fitness / Barkley Fitness & Dynamic Fitness Solutions LLC.
09.2017 - 03.2020
- Led hiring, onboarding, and employee development initiatives that improved team performance and reduced turnover.
- Built strong member relationships that increased retention, customer satisfaction, and referral growth.
- Facilitated business planning and performance reviews focused on membership growth and revenue objectives.
- Identified operational inefficiencies and implemented process improvements that enhanced service delivery.
- Developed training resources and standard operating procedures to improve consistency and scalability across 4 clubs.
Education
High School Diploma -
Weber High School
OgdenMaster Esthetician - Esthetics
Avalon School of Cosmetology
Layton, UTSkills
- Customer Success Management
- Team Leadership & Coaching
- Customer Retention & Engagement
- Customer Adoption & Enablement
- Escalation Management & Resolution
- Cross-Functional Collaboration
- Stakeholder Relationship Management
- Customer Health & Performance Analytics
- Process Improvement & Operational Excellence
- CRM & Fitness Technology Platforms (ABC Fitness Ecosystem)
Timeline
Franchise Business Consultant
Purpose Brands/Anytime Fitness
05.2023 - Current
Multi Club Director
Anytime Fitness / Barkley Fitness & Dynamic Fitness Solutions LLC.
03.2020 - 05.2023
Member Experience Manager
Anytime Fitness / Barkley Fitness & Dynamic Fitness Solutions LLC.
09.2017 - 03.2020
High School Diploma -
Weber High School
Master Esthetician - Esthetics
Avalon School of Cosmetology