Manager, Community Concierge

YMCA • Crystal Lake, IL

125d • $43,888

About The Position

Lead with Excellence: Elevate Customer Experiences as our Manager, Community Concierge! 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 Manager, Community Concierge will lead the concierge team at the local Community Hub and provide best-in-class levels of customer service and experiences. You will collaborate with Community Hub leadership and stakeholders across the association to implement operations standards that support enterprise goals and elevate the customer experience. Salary starts at $43,888 per year with full-time benefits and opportunities to grow within the organization! Competitive salaries reflecting your skills and experience.

Requirements

• Associate's degree in business, operations, marketing, hospitality, or equivalent.
• 2 years of related work experience, including managerial responsibilities.
• Bilingual, English/Spanish a plus, not required.
• 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

• Child Abuse Prevention training as required.

Responsibilities

• Manage the Community Hub's concierge team, including front-desk operations, scheduling and attendance, and administration.
• Implement and measure customer engagement strategies that increase retention, influence value, and drive a dynamic customer-centric culture.
• Partner with Community Hub leadership to operate facility opening/closing procedures, develop engagement events, ensure adequate staffing coverage, and serve as YMCA ambassador.
• Provide support to leadership at the Community Hub for marketing, sales, and customer experience initiatives.
• Collaborate with customer experience leadership and team members across Community Hubs to maintain and elevate operational standards and customer experience.
• Assist with back office and administrative support.
• 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.

Benefits

• Comprehensive health, dental, and vision insurance for eligible employees.
• Wellness programs and mental health resources.
• Family gym membership.
• Generous PTO and paid holidays.
• 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: Mid Level
• Industry: Social Assistance
• Education Level: Associate degree