Customer Experience Manager- MOCC (72827)

Are you a people person with experience managing within a sports and fitness environment? If the answer to this question is yes, this may be the role for you. We are looking to hire a Customer Experience Manager (CEM) at the Major Owens Community Center in Crown Heights, Brooklyn. You will oversee daily operations, manage the team, and implement customer service strategies under the direction of the site Managing Director.  This role is pivotal in creating a warm, hospitable and safe environment that reflects the values and standards of Asphalt Green. 

NOTE: This position is an on-site role. The CEM is expected to cover shifts at the front desk along with members of the team.  

Key Responsibilities: 

1. Leadership and Management 

• Supervise, train, and support a team of approximately ten Customer Experience Associates. 

• Provide ongoing direction and oversight to the team ensuring optimum performance and compliance with policies. 

• Conduct regular team meetings to ensure high standards of service. 

2. Operational Efficiency 

• Ensure all check-in and access control procedures are followed accurately. 

• Optimize operational processes to enhance service delivery and member satisfaction. 

3. Customer Service Excellence 

• Develop and implement strategies to enhance customer satisfaction and engagement. 

• Address and resolve escalated customer issues and complaints promptly and professionally. 

• Monitor and analyze customer feedback to identify areas for improvement. 

• Ensure that all interactions with members and guests are handled with the highest level of professionalism, courtesy, and hospitality. 

• Create and maintain a welcoming environment by ensuring that all areas are clean, organized, and inviting. 

4. Safety and Security 

• Ensure all staff members are trained in and adhere to safety and security protocols. 

• Collaborate with the out-sourced security team to support a secure environment for members and guests.   

• Promptly report and address any safety concerns or incidents. 

5. Hospitality Focus 

• Lead by example in delivering exceptional hospitality, greeting guests warmly, and anticipating their needs. 

• Regularly assess the facility and services from a guest perspective to identify opportunities for enhancing the customer experience. 

6. Communication and Collaboration 

• Maintain clear and open communication with the site Managing Director and other program heads/tenants.  

• Ensure the team is informed about any updates or changes in policies, procedures and/or activities at the center. 

• Act as a liaison between members and management, ensuring that member feedback is communicated and addressed.

7. Reporting and Analysis 

• Track and report on key performance metrics (we use Salesforce and EZ Facility) 

• Analyze data to identify trends and make data-driven decisions for continuous improvement. 

• Prepare and present regular reports to senior management. 

• Bachelor's degree in hospitality, Business Administration, or a related field or, the equivalent experience.
• Minimum of 3-5 years of experience in a customer service or hospitality management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proactive problem-solving skills and a customer-focused mindset.
• Ability to handle high-stress situations with professionalism and composure.
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