“Good morning! I hope you have a wonderful shift at WFM today. Give me a shout if you need anything.”
This is how most brand ambassadors start their days with HFA. A cheerful greeting, a show of support, and an opening to a dialogue with to their fellow weekend warrior, our on-call manager.
When chatting with our team of brand ambassadors about their experience working with Health and Fitness Activations, they often mention their positive interactions with our on-call managers. They love the warmth of the messages, with their emojis and exclamation points. But more than that, they love knowing that someone is there if things go sideways. If a shipment is delayed, a store is out of product or they’re working through a rain plan for their outdoor activation, our field team knows they aren’t alone. They’ve got a full-time problem-solver ready to help.
This role is one of the most complex at HFA. Imagine managing 30 brand ambassadors working across 10 different programs in 4 different time zones. The on-call manager is a vault of knowledge and a master of the details. She is the last line of defense against a cancellation.
Why is this position mission-critical to our internal team, our brand ambassadors, and our clients? Let’s walk through a few of the details she manages on a daily basis.
1.If a shipment is delayed, she tracks the shipment and calls FedEx if needed. If we discover that the shipment won’t make it in time for the event, she sources supplies locally for the team to pick up, when possible, so the event isn’t disrupted.
2. What strains of probiotics are in this kombucha? Is this product kosher? Is the packaging recyclable? While all brand ambassadors are trained before engaging with consumers, questions often arise, especially in those first few shifts. The On-Call Manager will help brand ambassadors in the field find the answers they need so they can feel confident about the information they are sharing.
3. Our execution percentage is 94%, but that means that occasionally we do have a callout. In that situation, our On– Call Manager reviews other reps in the area to see if there is a good fit for the activation. If we don’t have a suitable replacement, she will contact the store with a reschedule date.
4.When something is fishy, our On-Call Manager puts on her detective hat to get to the bottom of it. Sometimes, it is as simple as contacting the Market Manager or Store Manager to ensure our rep has arrived on-site and is engaging with consumers. Other times, there may be more to the story. We’ve heard it all!
5. If there’s an issue with a check in or report, our On-Call Manager provides real-time feedback. For example, we use a geotargeting feature to ensure our reps are in the correct location on time. If they check in at an “unknown location,” the On-Call Manager will reach out, remind them to turn their location services on and contact the Market Manager or Store Manager to confirm they are on-
site if needed.
6. At retail demos, sometimes a brand ambassador will let us know a store is out of product. Our On-Call Manager reviews our product check notes to see who our team spoke to about ordering up for the demo. She shares this information with the rep so they can find the right person. If they can’t find sufficient product, she looks for an alternate store in the area where we can pivot.
Our clients don’t usually see all our On-Call Manager’s efforts managing last-minute challenges as they arise– the copious amount of communication, the delicate dance of motivating brand ambassadors, holding them accountable and holding space for all the details. She’s a behind the scenes superhero. But seriously, we couldn’t do what we do without her.
