Lead with Excellence: Elevate Customer Experiences as our Manager, Customer
talented individuals who are committed to empowering our community by creating a
safe and welcoming environment that encourages growth and support — individuals
The Manager, Customer Experience, will lead the concierge team at the local
Community Hub and provide best-in-class levels of customer service and
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
Our staff is the Y's greatest asset. in our communities, which is why we offer Y employees numerous perks and
Comprehensive health, dental, and vision insurance for eligible employees,
Generous PTO and paid holidays, with flexible work hours for work-life
of service.
* Continuous learning opportunities through workshops and training programs.
* Supportive work setting valuing diversity, equity, and inclusion.
* Discounts on programs, employee assistance programs, and company-sponsored
Manage the Community Hub's concierge team, including front-desk operations,
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




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
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
Associate's degree in business, operations, marketing, hospitality, or
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
* Sound leadership ability, including motivating, coaching, and performance
management
* Child Abuse Prevention - Support the YMCA's commitment to child abuse prevention
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
Completing all child abuse prevention training as required

📌 Head Of Client Experience (New South Wales)
🏢 YMCA of Metropolitan Chicago
📍 New South Wales