SANTA ANA CUSTOMER EXPERIENCE MANAGER

SENDER ONE SERVICE LLC•Santa Ana, CA

5d•$29 - $34•Onsite

About The Position

A Customer Experience Manager is someone who develops the team and embodies Sender One’s core values when making decisions. As a coach and mentor, the Customer Experience Manager ensures all Sender One staff are providing an outstanding experience to new visitors, guests, members, and partners who walk through our doors.

Requirements

An experienced and trusted advisor for staff - discover & connect with others
Delegates and communicates with staff clearly and respectfully
Passionate about climbing, working with kids, and instructing
Ability to harness imagination and find novel approaches to shared responsibilities
Ability to learn and grow from each task, challenge, and interaction while seeing them through to the end
Open to receiving & providing feedback, guidance, insight, assistance, and perspective in a professional manner
Work with a team, provide support to fellow team members, share ideas, and earn trust
Take initiative and have the drive to grow professionally
Top rope & lead belay and climbing experience
Knowledge of Google Suite – Gmail, Sheets, Docs, Drive, etc.
Interviewing & Hiring experience
Knowledge of Rock Gym Pro reporting & data handling
Knowledge of Basecamp
Experience instructing
Must be able to work a minimum of 35 hours in the CX department per work week (Sun - Sat)
Must be able to work a minimum of 2 customer facing shifts per work week (Sun - Sat)
Must be fully available to work at least one weekend day per work week (Sun - Sat)
Must be able to work certain morning, night, and alternate weekend day shifts depending on business and/or operational needs
Must be able to attend weekly, monthly, and quarterly department and/or gym meetings

Responsibilities

Build and sustain the Customer Experience staff and community culture at their location that aligns with Sender One’s core values, purpose, and brand promise
Lead, manage, and hold all direct reports accountable
Identify and grow new leaders in the organization through supervisor and shift lead development
Responsible for their department's operational and financial performance
Execute against a department budget with specified revenue, expense, and profit
Oversee all hiring, onboarding, and training needs for the department
Manage department staff performance, check ins, and reviews – including but not limited to, 60 day, monthly, annual, and staff-requested check ins
Create and manage the monthly staff schedule – following the scheduling guidelines and timeframes for publishing
Respond to customer feedback received through reviews, surveys, emails, phone calls, and in-person interactions using the “Hug Your Haters” philosophy
Understand other gym department functions and offerings
Execute short and long term gym location objectives in collaboration with the Gym Manager, Head Route Setter, Programs Manager, and Head Coach
Communicate any operational, location, and/or departmental information to the Customer Experience team through weekly department meetings, huddle updates, and quarterly staff meetings
Attend the weekly department manager’s meeting to inform other department managers of changes, updates, and/or stucks in the Customer Experience department
Collaborate with Employee Experience and the Training & Development departments to schedule and provide ongoing training and up-to-date certifications
Collaborate with Risk & Safety and Facilities Managers to ensure their gym location is abiding by all safety guidelines set forth by Sender One
Collaborate with the Brand Marketing department regarding Pro Shop updates and/or changes and any local gym & large events