Customer Experience Manager
YMCA of Metropolitan Chicago · Lake Zurich, IL · 1 mo ago
On-siteCustomer Service$44k/yrFull-time
Scopes and Responsibilities
- Manage the Community Hub’s concierge team, including front-desk operations, scheduling and attendance, and administration
- Implement and measure customer engagement strategies that increase retention, influence value, and drive a dynamic customer-centric culture
- Partner with Community Hub leadership to operate facility opening/closing procedures, develop engagement events, ensure adequate staffing coverage, and serve as YMCA ambassador
- Support 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
- Aid in 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
Requirements
- Associate's degree in business, operations, marketing, hospitality, or equivalent
- Two 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
Benefits
- 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
- A supportive work environment valuing diversity, equity, and inclusion
- Discounts on programs, employee assistance programs, and company-sponsored events