Director, Customer Experience

YMCA of Metropolitan Chicago • Chicago, IL

33d • $50,000 - $55,000

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, Customer 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. Salary range is $50,000-$55,000 per year with full-time benefits and opportunities to grow within the organization! Our staff is the Y's greatest asset. Our teams provide valuable skills, knowledge, and passion that is essential to the contribution and positive impact in our communities, which is why we offer Y employees numerous perks and benefits, including: 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. Supportive work environment valuing diversity, equity, and inclusion. Discounts on programs, employee assistance programs, and company-sponsored events.

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
• 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

• Bilingual, English/Spanish highly preferred
• 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, drop-in childcare, 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

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.
• Supportive work environment valuing diversity, equity, and inclusion.
• Discounts on programs, employee assistance programs, and company-sponsored events.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Number of Employees: 1,001-5,000 employees