Manager, Customer Experience

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 dedicated to creating long-lasting positive change, whether it is through health and wellbeing, early education, violence prevention, or one of our other programs and services. We are 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!

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.

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

• 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