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 achieve results by taking 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!
    • Child Abuse Prevention - Support the YMCA’s commitment to child abuse prevention by:
    • 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