Head of Community CX & Engagement

YMCA of Metropolitan Chicago; Elmhurst (IL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salaries

Health, dental, and vision insurance

PTO and paid holidays

403(b) plan with company contributions

Learning and development opportunities

Diversity, equity and inclusion values

Program and events discounts

Job summary

The YMCA of Metropolitan Chicago is seeking a proactive individual to manage the Community Hub concierge team, oversee front-desk operations, scheduling, attendance, and administration. You will implement engagement strategies to boost retention and value while representing the YMCA in community partnerships.

You will also support marketing and customer experience efforts, collaborate across hubs to uphold service standards, and lead a team focused on customer engagement and development.

Qualifications

• 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.

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 relationships with customers and understand their personal objectives and needs.
• Recruit, hire, train, mentor, coach, and manage a team focused on customer experience and engagement.

Skills

Customer engagement

Team leadership

Operations management

CRM proficiency

Communication

Education

Associate's degree

Tools

CRM

Job description

The YMCA of Metropolitan Chicago is seeking a proactive individual to manage the Community Hub concierge team, oversee front-desk operations, scheduling, attendance, and administration. You will implement engagement strategies to boost retention and value while representing the YMCA in community partnerships.

You will also support marketing and customer experience efforts, collaborate across hubs to uphold service standards, and lead a team focused on customer engagement and development.