James Solley
Director of Sales and Operations
- Role
- Customer Acquisition & Engagement Director at Dogtopia
- Location
- San Diego, CA, US
- LinkedIn followers
- 500 followers
About James Solley
I’m a multi-unit operations and growth leader with 20+ years of experience scaling performance across fitness, franchise, retail, and service organizations. My focus sits at the intersection of people, process, and profitability — building systems that improve customer experience while driving measurable business results.Throughout my career I’ve partnered with founders, franchisees, and executive teams to turn strategy into execution. I specialize in designing scalable sales processes, developing leaders, and implementing KPI-driven operating rhythms that increase acquisition, retention, and revenue across large territories and distributed teams.Most recently, as Customer Acquisition & Engagement Director at Dogtopia, I led nationwide customer lifecycle strategy across 268 locations — improving NPS to 83, increasing conversion by 12%, and driving higher visit frequency and loyalty. Previously, I helped scale Orangetheory Fitness across 181 locations, rebuilt sales performance at Rush Cycle, and led large-scale operational turnarounds and launches across multi-state markets.My work consistently centers around a few principles:• Clarity creates performance — teams win when expectations and metrics are clear• Training beats pressure — development builds sustainable results• Customer experience drives revenue — retention is the growth engine• Systems scale organizations — not heroic effortI bring strength in:Multi-unit operational leadershipSales process architecture & lifecycle managementKPI dashboards & performance coachingFranchise support & market expansionTalent development & leadership pipelinesCustomer acquisition and retention strategyI’m always interested in connecting with organizations that want to scale intelligently — improving performance while strengthening culture.
Experience
Customer Acquisition & Engagement Director
Dec 2021 — Present · Phoenix, AZ, US
Education
Sonoma State University
Business, Management, Marketing, and Related Support Services
1989 — 1991
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