Customer Experience Manager

Customer Experience Manager

Lead with Excellence: Elevate Customer Experiences as our Manager, Customer Experience! 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, 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.

Salary starts at $43,888 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.

Scopes and 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

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

Child Abuse Prevention - Support the YMCA's commitment to child abuse prevention by:

• 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

Qualifications

Preferred Behaviors

Leader: Inspires teammates to follow them

Enthusiastic: Shows intense and eager enjoyment and interest

Preferred Motivations

Goal Completion: Inspired to perform well by the completion of tasks

Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Self-Starter: Inspired to perform without outside help

Preferred Education

Associates or better in Business Administration or related field.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.