Manager, Customer Experience

YMCA of Metropolitan Chicago • Chicago, IL

3h

About The Position

The Manager, Customer Experience, 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.

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
• Willingness and ability to complete all mandatory YMCA training and certifications, along with ongoing or additional training as assigned by the supervisor, within established timeframe
• 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

Nice To Haves

• Bilingual, English/Spanish a plus, not required
• Proficiency of the technology ecosystem (specifically customer data, CRM, customer engagement) preferred

Responsibilities

• Manage the Community Hub’s concierge team, including front-desk operations, scheduling and attendance, and administration
• Implement and measures customer engagement strategies that increase retention, influence value, and drive a dynamic customer-centric culture
• Partners with Community Hub leadership to operate facility opening/closing procedures, develop engagement events, ensure adequate staffing coverage, and serve as YMCA ambassador
• Provides 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

• Competitive salaries reflecting your skills and experience
• Comprehensive health, dental, and vision insurance for eligible employees
• Wellness programs
• 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
• Company-sponsored events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree