Client Service Manager, Retail & Tour

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

We are hiring for a Client Service Manager for Rockefeller Center’s Retail & Tour team under the Operations and Technology division of NBCUniversal. This is an opportunity to join a small and dynamic team that delivers one-of-a-kind products and experiences to clients and guests at NBC’s home at 30 Rockefeller Plaza. The position reports to the Director of Operations of Retail & Tour and is required to be on site full time at 30 Rockefeller Plaza.

JOB PURPOSE:

The Client Service Manager is responsible for the day-to-day experience of the guests and clients of the NBC studio tour, special events, and retail operations at The Shop at NBC Studios. This position serves as a primary point of contact for all internal and external client inquiries related to products and experiences offered and must maintain expert knowledge of these offerings. Key responsibilities of this role involve developing effective communication platforms for clients and staff, developing surveys to capture client feedback, and liaising with internal and external clients to inspire repeat-business and strengthened partnership. This position works closely with the operational leads of our studio tour, special events and retail to implement and maintain continuous measures ensuring optimal customer satisfaction. The position must be able to collaborate with various groups including the Page program, ambassadors, tour, events, retail, audience and studio operations, security, facilities, marketing, and executive leadership.

ESSENTIAL FUNCTIONS:

• Day-to-day management of client service program, including guest interaction, feedback intake and reporting related to tour, special events and retail at The Shop at NBC Studios
• Conduct client satisfaction-focused training of ambassadors, Pages and security staff
• Manage ongoing performance of Pages and ambassadors, ensuring they are providing an exceptional client experience
• Update and maintain client service training materials
• Work in partnership with tour & retail teams to develop and implement programs to improve guest satisfaction.
• Contribute to marketing initiatives to enhance and increase outreach efforts
• Create and maintain continuous communication program with clients and work to promote internal client communication
• Ensure appropriate and timely investigation and response to guest inquiries, resolving complex client issues in a professional manner
• Generate regular reporting on client satisfaction, and generate insights from data to inform initiatives for improvement
• Develop and oversee the implementation of regular client service protocols

Qualifications

BASIC QUALIFICATIONS:

• Minimum 3+ years of experience in managing guest services and/or customer-facing operations.
• Excellent interpersonal and communication skills and ability to deliver a high level of customer service in a fast-paced environment.
• Demonstrated computer savvy and knowledge of Microsoft Office Suite.
• Demonstrated attention to detail and able to perform tasks with minimal supervision and direction.

ELIGIBILITY REQUIREMENTS:

• Must be available for full-time on-site work.
• Must be willing to work additional hours past scheduled shifts, as needed.
• Must have unrestricted work authorization to work in the United States.
• Must be 18 years