MADISON CRAIG
JACKSONVILLE,FL
Summary
Strategic operations professional with 6+ years of experience managing business operations, client relationships, sales performance, team development, and cross-functional initiatives in the fitness and service industries. Experienced in coordinating priorities, monitoring timelines and performance, identifying risks, communicating updates to leadership, and delivering high-quality customer experiences. Strong background in relationship management, process improvement, and operational execution.
Overview
10
10
years of professional experience
Work History
LICENSED COSMETOLOGIST | HAIRSTYLIST
01.2017 - Current
- Manage an independent client-focused service business, overseeing scheduling, customer relationships, inventory, service delivery, business development, and day-to-day operations.
- Serve as the primary client contact, providing responsive communication, appointment coordination, personalized recommendations, and ongoing relationship management.
- Coordinate appointments, service timelines, product requirements, and business priorities to deliver a seamless customer experience.
- Monitor appointment demand, service capacity, client retention, product usage, and business performance to identify growth and efficiency opportunities.
- Manage inventory, resource allocation, promotions, and business development initiatives while maintaining organized client and business information.
GENERAL MANAGER
Orangetheory Fitness
01.2019 - 01.2026
- Led daily business operations, coordinating sales, staffing, customer experience, scheduling, and operational priorities to achieve business goals.
- Served as a primary point of contact for members and team members, providing timely communication, guidance, and proactive issue resolution.
- Coordinated multiple operational activities and competing priorities across teams, ensuring expectations, deadlines, and objectives were clearly communicated and completed on schedule.
- Monitored KPIs, sales performance, membership trends, and operational metrics to identify risks, opportunities, and actionable improvements.
- Prepared and communicated business updates, performance results, goals, and recommendations to leadership and team members.
- Partnered cross-functionally to coordinate initiatives, resolve challenges, improve workflows, and ensure successful execution of priorities.
- Managed staffing, resource allocation, budgets, and operational needs while balancing short- and long-term business objectives.
- Coached and developed team members through onboarding, training, performance management, goal setting, and ongoing support.
Education
B.S. - Public Relations, Minor in Business
University of Alabama
01.2024
Certified Personal Trainer - undefined
National Academy of Sports Medicine (NASM)
01.2020
Cosmetology, Licensed Hairstylist
Aveda Institute
01.2017
Skills
- Franchise & Client Onboarding
- Project & Timeline Coordination
- Cross-Functional Collaboration
- Stakeholder Communication
- Relationship Management
- Operations Management
- Process Improvement
- Milestone & Goal Tracking
- KPI & Performance Reporting
- Issue Resolution
- CRM & Business Systems
- Leadership
- Customer Experience
- Sales & Revenue Growth
Personal Information
Title: Franchise Operations Onboarding Project Coordination Client Experience
Timeline
GENERAL MANAGER
Orangetheory Fitness
01.2019 - 01.2026
LICENSED COSMETOLOGIST | HAIRSTYLIST
01.2017 - Current
Cosmetology, Licensed Hairstylist
Aveda Institute
Certified Personal Trainer - undefined
National Academy of Sports Medicine (NASM)
B.S. - Public Relations, Minor in Business
University of Alabama