Manager, Customer Experience
- Competitive salaries reflecting your skills and experience.
- Comprehensive health, dental, and vision insurance for eligible employees, plus wellness programs, mental health resources, and a family gym membership.
- Generous PTO and paid holidays, with flexible work hours for work-life balance.
- 403(b) plan with company contributions for eligible employees after 2 years of service.
- Continuous learning opportunities through workshops and training programs.
- Supportive work environment valuing diversity, equity, and inclusion.
- Discounts on programs, employee assistance programs, and company-sponsored events.
- Manage the Community Hub’s concierge team, including front-desk operations, scheduling and attendance, and administration
- Implement and measures customer engagement strategies that increase retention, influence value, and drive a dynamic customer-centric culture
- Partners with Community Hub leadership to operate facility opening/closing procedures, develop engagement events, ensure adequate staffing coverage, and serve as YMCA ambassador
- Provides support to leadership at the Community Hub for marketing, sales, and customer experience initiatives
- Collaborate with customer experience leadership and team members across Community Hubs to maintain and elevate operational standards and customer experience
- Assist with back office and administrative support
- Build and maintain long-lasting, strong relationships with customers while partnering with them to better understand their personal objectives and needs
- Recruit, hire, train, mentor, coach, and manage a team focused on customer experience and engagement
- Associate's degree in business, operations, marketing, hospitality, or equivalent
- 2 years of related work experience, including managerial responsibilities
- Bilingual, English/Spanish a plus, not required
- Ability to work flexible hours, weekends, and/or holidays, as needed
- Proficiency of the technology ecosystem (specifically customer data, CRM, customer engagement) preferred
- Top-notch verbal, written, and interpersonal communication skills
- Strong analytical and critical thinking skills
- Sound leadership ability, including motivating, coaching, and performance management
- Ability to achieve results by taking a proactive long-term view of business goals and objectives
- Willingness and ability to complete all mandatory YMCA training and certifications, along with ongoing or additional training as assigned by the supervisor, within established timeframe
- Reporting any items that may provide a health or safety hazard to staff, members, or guests to your supervisor
- Following all policies and procedures related to keeping children safe in our facilities and programs, including those related to the monitoring and supervision of children
- Reporting any suspicious behavior and violation of policy and procedures to your supervisor
- Completing all child abuse prevention training as required
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