Director, Community Experience

YMCA of Metropolitan Chicago•Chicago, IL

4d•Onsite

About The Position

The YMCA of Metropolitan Chicago is dedicated to creating long-lasting positive change, whether it’s through health and wellbeing, early education, violence prevention, or one of our other programs and services. We’re looking for talented individuals who are committed to empowering our community by creating a safe and welcoming environment that encourages growth and support — individuals like you! The Director, Community Experience, will lead the customer experience team at the local Community Hub to provide best-in-class levels of customer service and experiences. You will collaborate with stakeholders across the association to develop and implement operations standards that support enterprise goals and elevate the customer experience.

Requirements

Bachelor’s degree in business administration, hospitality, operations, marketing, sales, or equivalent
Minimum of 4 years of related work experience, including managerial responsibilities
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

Nice To Haves

Proficiency of the technology ecosystem (specifically customer data, CRM, customer engagement) preferred

Responsibilities

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