Mgr, Community Exp (Cx)

Priority Dispatch Corp.; Elmhurst (IL); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Generous PTO and paid holidays

403(b) plan with company contributions

Wellness programs and mental health资源

Family gym membership

Training and development opportunities

Job summary

The YMCA of Metropolitan Chicago is seeking a Manager, Customer Experience to lead the Community Hub concierge team, oversee front-desk operations, scheduling, and administration, and implement engagement strategies to boost retention and create a customer-centric culture.

You will collaborate with Hub leadership, support marketing and sales initiatives, recruit and coach staff, and build lasting relationships with members while maintaining high service standards across opening/closing

Qualifications

• Associate’s degree in business, operations, marketing, hospitality, or equivalent.
• 2 years of related work experience, including managerial responsibilities.
• Proficiency with CRM and customer data tools; bilingual skills a plus.

Responsibilities

• Manage the Community Hub’s concierge team, including front-desk operations, scheduling, attendance, and administration.
• Develop and measure customer engagement strategies to increase retention and drive a customer-centric culture.
• Partner with Community Hub leadership to oversee facility opening/closing, events, staffing, and YMCA ambassador duties.

Skills

Leadership

Customer experience

Staff management

CRM familiarity

Bilingual English/Spanish

Education

Associate’s degree in business, operations, marketing, hospitality, or equivalent

Tools

CRM software

Job description

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.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 ResponsibilitiesManage the Community Hub’s concierge team, including front-desk operations, scheduling and attendance, and administrationImplement and measures customer engagement strategies that increase retention, influence value, and drive a dynamic customer-centric culturePartners with Community Hub leadership to operate facility opening/closing procedures, develop engagement events, ensure adequate staffing coverage, and serve as YMCA ambassadorProvides support to leadership at the Community Hub for marketing, sales, and customer experience initiativesCollaborate with customer experience leadership and team members across Community Hubs to maintain and elevate operational standards and customer experienceAssist with back office and administrative supportBuild and maintain long-lasting, strong relationships with customers while partnering with them to better understand their personal objectives and needsRecruit, hire, train, mentor, coach, and manage a team focused on customer experience and engagementRequirementsAssociate's degree in business, operations, marketing, hospitality, or equivalent2 years of related work experience, including managerial responsibilitiesBilingual, English/Spanish a plus, not requiredAbility to work flexible hours, weekends, and/or holidays, as neededProficiency of the technology ecosystem (specifically customer data, CRM, customer engagement) preferredTop-notch verbal, written, and interpersonal communication skillsStrong analytical and critical thinking skillsSound leadership ability, including motivating, coaching, and performance managementAbility to achieve results by taking a proactive long-term view of business goals and objectivesChild 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 supervisorFollowing all policies and procedures related to keeping children safe in our facilities and programs, including those related to the monitoring and supervision of childrenReporting any suspicious behavior and violation of policy and procedures to your supervisorCompleting all child abuse prevention training as required