Overview:
A Customer Experience Manager is someone who develops the team and embodies Sender One’s core values when making decisions. As a coach and mentor, the Customer Experience Manager ensures all Sender One staff are providing an outstanding experience to new visitors, guests, members, and partners who walk through our doors.
Responsibilities:
- Build and sustain the Customer Experience staff and community culture at their location that aligns with Sender One’s core values, purpose, and brand promise;
- Lead, manage, and hold all direct reports accountable;
- Identify and grow new leaders in the organization through supervisor and shift lead development;
- Responsible for their department’s operational and financial performance;
- Execute against a department budget with specified revenue, expense, and profit;
- Oversee all hiring, onboarding, and training needs for the department;
- Manage department staff performance, check ins, and reviews – including but not limited to, 60 day, monthly, annual, and staff-requested check ins;
- Create and manage the monthly staff schedule – following the scheduling guidelines and timeframes for publishing;
- Respond to customer feedback received through reviews, surveys, emails, phone calls, and in-person interactions using the “Hug Your Haters” philosophy;
- Understand other gym department functions and offerings;
- Execute short and long term gym location objectives in collaboration with the Gym Manager, Head Route Setter, Programs Manager, and Head Coach;
- Communicate any operational, location, and/or departmental information to the Customer Experience team through weekly department meetings, huddle updates, and quarterly staff meetings;
- Attend the weekly department manager’s meeting to inform other department managers of changes, updates, and/or stucks in the Customer Experience department;
- Collaborate with Employee Experience and the Training & Development departments to schedule and provide ongoing training and up-to-date certifications;
- Collaborate with Risk & Safety and Facilities Managers to ensure their gym location is abiding by all safety guidelines set forth by Sender One;
- Collaborate with the Brand Marketing department regarding Pro Shop updates and/or changes and any local gym & large events.
Profile:
- An experienced and trusted advisor for staff – discover & connect with others;
- Delegates and communicates with staff clearly and respectfully;
- Passionate about climbing, working with kids, and instructing;
- Ability to harness imagination and find novel approaches to shared responsibilities;
- Ability to learn and grow from each task, challenge, and interaction while seeing them through to the end;
- Open to receiving & providing feedback, guidance, insight, assistance, and perspective in a professional manner;
- Work with a team, provide support to fellow team members, share ideas, and earn trust;
- Take initiative and have the drive to grow professionally.
Industry Experience:
- Top rope & lead belay and climbing experience;
- Knowledge of Google Suite – Gmail, Sheets, Docs, Drive, etc.;
- Interviewing & Hiring experience;
- Knowledge of Rock Gym Pro reporting & data handling;
- Knowledge of Basecamp;
- Experience instructing.
Time Commitment:
- Must be able to work a minimum of 35 hours in the CX department per work week (Sun – Sat);
- Must be able to work a minimum of 2 customer facing shifts per work week (Sun – Sat);
- Must be fully available to work at least one weekend day per work week (Sun – Sat);
- Must be able to work certain morning, night, and alternate weekend day shifts depending on business and/or operational needs;
- Must be able to attend weekly, monthly, and quarterly department and/or gym meetings.
Key Performance Indicators:
- Customer Service Net Promoter Score
- 5 Punch Passes Sold
- Memberships Sold
- Intro to Climbing Class Participants
- Groups and Parties Booked
- Groups and Parties Net Promoter Score
