LAKEWOOD CUSTOMER EXPERIENCE MANAGER

Overview:

A Customer Experience Manager is someone who develops the team and embodies Sender Ones core values when making decisions. As a coach and mentor, the Customer Experience Manager ensures all Sender One staff and Shift Leads are providing an outstanding experience to new visitors, guests, members, and partners who walk through our doors.

Responsibilities:

• Expert on all the responsibilities of a Customer Experience Supervisor;
• Complete goals on development plan set by the Gym Manager;
• Check in with CX Supervisors & Shift Leads on a monthly basis;
• Manages hiring & training needs for the department by collaborating with the Gym Manager & the Employee Experience team;
• Oversees the hiring and onboarding process for new hires;
• Creates and manages the monthly schedule and follows the scheduling guidelines and timeframes for posting the schedule;
• Responds to customer feedback received through reviews, surveys, emails, phone calls, and in-person interactions using the Hug Your Haters philosophy;
• Understands other gym department functions and offerings;
• Manages weekly Huddle updates to communicate any operational, location, and/or departmental information to the Customer Experience team;
• Attends the weekly department managers meeting to inform other department managers of changes, updates, and/or stucks in the Customer Experience department;
• Oversees department check ins and reviews, including but not limited to, 60 day, monthly, annual, and staff-requested check ins;
• Collaborates with Risk & Safety and Facilities Managers to ensure their gym location is abiding by all safety guidelines set forth by Sender One;
• Collaborates with the Brand Marketing department regarding Pro Shop updates and/or changes and any local gym & large events;
• Manages the Programs Department (Bouldering only).

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 frontline 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 the Weekly Managers meeting;
• Must be able to attend the Monthly Managers meeting;
• Must be able to attend the Mandatory All Staff Quarterly meeting.

* Customer Experience Manager starts as an hourly position with the opportunity for growth into a Salaried position

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 NPS