Director, Community Experience

Scope and Responsibility

Lead the Community Hub’s customer experience team, including front-desk operations and administration, rentals, and customer engagement.

Identify, develop, implement, and measure customer engagement strategies that increase retention, influence value, and drive a dynamic customer-centric culture.

Actively manage the customer journey and collaborate with business partners to continually elevate engagement touchpoints.

Serve as primary point of contact at the Community Hub for marketing, sales, and customer experience initiatives and manage day-to-day activities that support enterprise goals.

Forecast Community Hub sales, analyze revenue, and prepare reports of business performance indicators.

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.

Understand customer experience best practices and stay ahead of global industry trends.

Requirements

• Bachelor’s degree in business administration, hospitality, operations, marketing, sales, or equivalent
• Minimum of 4 years of related work experience, including managerial responsibilities
• 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
• Able to take a proactive long-term view of business goals and objectives

Benefits

• Comprehensive benefits package for eligible employees
• Opportunity for eligible employees to participate in the Y's retirement fund
• Be part of a team that is passionate about building and sustaining an inclusive and equitable environment for all staff, volunteers, and members
• Contribute to the advancement of the YMCA vision by meeting the needs of the people in our communities
• Complimentary Adult YMCA membership and an employee discount on select programs
• Career advancement opportunities - grow your career at the Y!

Pay

Salary range is $48,000-$67,000 per year with full-time benefits.

Schedule

Flexible hours, weekends, and/or holidays, as needed.