Harlan Smith
Vice President of Operations at FranchiCzar- Claim this Profile
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Bio
Ken Zylstra
I have had the pleasure of working with Harlan for many years at Life Time and also consider him to be a very close friend. Harlan Smith is a passionate, empathetic, and resourceful leader. He has been a coach and a mentor to so many. I can't wait to see where he lands. I know he will make a difference!
Irfan Khan
I've had the pleasure to get to know Harlan through endurance mountain bike racing. And let me tell you, he’s relentless! He has completed the Leadville 100 mountain bike race 10 times. It’s one of the most challenging endurance races in the world. As I’ve traveled with Harlan racing and watching him work, I’ve gotten to see his work ethic. He's a natural leader and has the full respect of his team. His ability to take a problem down to its pieces and execute a plan is second nature for Harlan. Plain and simple, Harlan delivers exceptional results! He receives my highest recommendation.
Ken Zylstra
I have had the pleasure of working with Harlan for many years at Life Time and also consider him to be a very close friend. Harlan Smith is a passionate, empathetic, and resourceful leader. He has been a coach and a mentor to so many. I can't wait to see where he lands. I know he will make a difference!
Irfan Khan
I've had the pleasure to get to know Harlan through endurance mountain bike racing. And let me tell you, he’s relentless! He has completed the Leadville 100 mountain bike race 10 times. It’s one of the most challenging endurance races in the world. As I’ve traveled with Harlan racing and watching him work, I’ve gotten to see his work ethic. He's a natural leader and has the full respect of his team. His ability to take a problem down to its pieces and execute a plan is second nature for Harlan. Plain and simple, Harlan delivers exceptional results! He receives my highest recommendation.
Ken Zylstra
I have had the pleasure of working with Harlan for many years at Life Time and also consider him to be a very close friend. Harlan Smith is a passionate, empathetic, and resourceful leader. He has been a coach and a mentor to so many. I can't wait to see where he lands. I know he will make a difference!
Irfan Khan
I've had the pleasure to get to know Harlan through endurance mountain bike racing. And let me tell you, he’s relentless! He has completed the Leadville 100 mountain bike race 10 times. It’s one of the most challenging endurance races in the world. As I’ve traveled with Harlan racing and watching him work, I’ve gotten to see his work ethic. He's a natural leader and has the full respect of his team. His ability to take a problem down to its pieces and execute a plan is second nature for Harlan. Plain and simple, Harlan delivers exceptional results! He receives my highest recommendation.
Ken Zylstra
I have had the pleasure of working with Harlan for many years at Life Time and also consider him to be a very close friend. Harlan Smith is a passionate, empathetic, and resourceful leader. He has been a coach and a mentor to so many. I can't wait to see where he lands. I know he will make a difference!
Irfan Khan
I've had the pleasure to get to know Harlan through endurance mountain bike racing. And let me tell you, he’s relentless! He has completed the Leadville 100 mountain bike race 10 times. It’s one of the most challenging endurance races in the world. As I’ve traveled with Harlan racing and watching him work, I’ve gotten to see his work ethic. He's a natural leader and has the full respect of his team. His ability to take a problem down to its pieces and execute a plan is second nature for Harlan. Plain and simple, Harlan delivers exceptional results! He receives my highest recommendation.
Credentials
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Interpersonal Communication
LinkedInJan, 2022- Oct, 2024 -
Strategic Thinking
LinkedInJan, 2022- Oct, 2024 -
The Cure for Impostor Syndrome
LinkedInJan, 2022- Oct, 2024 -
Leadership & Management Certification (Executive Leadership)
University of St. Thomas - Opus College of Business -
Public Speaking Skills Certificate
Eastern Michigan University
Experience
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FranchiCzar
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United States
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Advertising Services
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1 - 100 Employee
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Vice President of Operations
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Mar 2022 - Present
At FranchiCzar I am responsible for building the brand strategy, gym concept, and operating model for Iron 24 Fitness. Iron 24 Fitness is a "no limits" gym concept that delivers a frictionless member experience and provides physical spaces for traditional strength training, functional strength training, cardiorespiratory training, high intensity interval training, and recovery. Iron 24 Fitness is no BS and perfect for the fitness-minded person who knows what they want in a gym. Locations opening up across North America.
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Business Management Consultant
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Jan 2021 - Present
Consulting companies and investment firms with domain experience in consumer services and the health, wellness, and fitness industry. I help organizations optimize their investments, build strategy, and operationally execute. My focus is the customer, delivering the best experience for bottom line results! Consulting companies and investment firms with domain experience in consumer services and the health, wellness, and fitness industry. I help organizations optimize their investments, build strategy, and operationally execute. My focus is the customer, delivering the best experience for bottom line results!
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Life Time Inc.
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United States
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Wellness and Fitness Services
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700 & Above Employee
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Vice President of Operations, Member Services and Retention
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2015 - 2021
Earned a performance-based promotion and accepted the company’s challenge to enhance the customer journey. Led all customer-facing functions including communication, engagement, and support for 150+ locations serving over one million members. Managed a $30M operating budget; directly supervised 8 team members while holding indirect accountability for another 1,000+. Listened to customers through multiple venues to consistently improve operations, satisfaction, and loyalty across the organization.➨Boosted team member NPS to 50 and first-contact resolution to 92%, working across functions to develop and implement enterprise-wide customer service methodology, training, and certification.➨Increased customer NPS from 39 to 48 and produced a $40M revenue gain by analyzing and applying member insights acquired through implementation of Medallia CEM.➨Consistently achieved 80%+ customer satisfaction scores through the strategic management of member care omnichannel contact center committed to providing world-class service.➨Produced $5M annual revenue and improved member retention 5% per year, developing digital and predictive member engagement process.➨Doubled guest traffic, increased new membership sales 5%, and boosted customer satisfaction for business policies 30% in 6 months, streamlining procedures to be more member and guest friendly.➨Mitigated loss of memberships and revenue by building and training 50-member team in recovery strategies and techniques that saved 20,000 memberships ($2.5M) within one year, and eventually reaching 28,000 memberships saved ($3.4M) through year 5.
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Senior Director of Operations, Member Retention
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2014 - 2015
Selected by C-suite leadership to build a member retention division from ground up. Successfully integrated technology and service across seven divisions. Retained and engaged members and collaborated with stakeholders across the organization to ensure customer success.➨ Reduced annual member attrition from 42% to 39% in first year and to 34% for next 4 years.➨Implemented Microsoft Dynamics CRM and leveraged customer lifetime value and attrition-risk data to strategically engage with members. Efforts resulted in $6M in annual revenue.➨Developed the blueprint, training, and certification for the retention team, enabling $9M in yearly revenue.➨Drove $2M/year in revenue, improved NPS 12%, and reduced attrition at 6 months 30% through the creation of an onboarding process that connected new members to programs, products, and services unique to their individualized interests and goals.
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Area Director, Club Operations
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2011 - 2014
Oversaw the organization’s Heartland Region, comprised of six facilities across four states. Supervised a team of 15 direct reports and total downline of 1,000+ team members. Managed $300M in assets and $75M+ P&L.➨Propelled same-store sales 5% YoY on 2.5% budget.➨Led the region to be the top-ranked market in company, achieving NPS of 52.
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Senior Manager | Director
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2007 - 2012
- Director, Continuous Improvement & Change Management (2010-2012)- Senior Manager (2007-2010)Brought on board to build the club improvement division within the operations department and enhance the member experience. Focused on executing leadership development, operational excellence, service experience, and member engagement initiatives across the organization to achieve organizational goals and performance targets.➨Delivered $110M incremental revenue, improved member NPS 25%, and boosted top-line revenue growth and contribution margin for underperforming locations, engaging with 30 clubs in 3 years.➨Exceeded 10% YoY same-store sales and margin growth.➨Guided the Woodbury Club to win the Artistry Award, earning industry accolades as the top-performing club in the country.Prior experience with Life Time Inc. includes tenure as an Area Manager (2002-2004) and as a General Manager (1998-2002). Led the successful opening of two Life Time fitness center locations in Arizona and oversaw all aspects of daily operations for two Healthy Way of Life Destinations, including fitness, aquatic, spa, childcare, and restaurant functions.
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President/Owner
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2004 - 2007
Accountable for overseeing all operations of this boutique-style health and wellness center. Created innovative and engaging programs to attract and maintain a membership exceeding 600 individuals committed to improving their overall physical and mental health.➨Developed business strategies, monitored $500K P&L activities, and managed a staff of 25+.➨Increased revenue 22% within the first year of operation; ultimately sold the entity to Life Time Fitness. Accountable for overseeing all operations of this boutique-style health and wellness center. Created innovative and engaging programs to attract and maintain a membership exceeding 600 individuals committed to improving their overall physical and mental health.➨Developed business strategies, monitored $500K P&L activities, and managed a staff of 25+.➨Increased revenue 22% within the first year of operation; ultimately sold the entity to Life Time Fitness.
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Managing Partner
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2004 - 2006
Served in a key management role for this Phoenix-based business consulting firm specializing in the health, wellness and fitness, restaurant, and retail industries. Managed the Health and Fitness consulting team.➨Delivered expertise in sales, marketing, customer success, and business and organizational development for clients. ➨Led efforts to launch a boutique startup (Liquid Fitness) and spearheaded the development of a recreation center for Legacy, a master-planned community in Idaho.
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Life Time Inc.
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United States
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Wellness and Fitness Services
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700 & Above Employee
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Area Manager
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Jan 2001 - Dec 2003
Responsible for the company's Arizona market. Supervised a team of 12 direct reports and total downline of 450+ team members. Managed $50M in assets and $20M+ P&L.➨Led the company with the highest revenue per member.➨Exceeded budgeted top-line-revenue and EBITDA 3 consecutive years. Responsible for the company's Arizona market. Supervised a team of 12 direct reports and total downline of 450+ team members. Managed $50M in assets and $20M+ P&L.➨Led the company with the highest revenue per member.➨Exceeded budgeted top-line-revenue and EBITDA 3 consecutive years.
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Education
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Arizona State University
Business Management and Operations -
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University of Northern Colorado
General Studies and Business Administration
Community
