Assistant Customer Experience Manager

Role Overview

The Assistant Customer Experience Manager is responsible for ensuring efficient, professional, and cost-effective facility operations throughout the organization while consistently delivering superior customer experience to residents and members.

Key Responsibilities

• Lead the customer experience team to provide exceptional service and improve customer satisfaction.
• Initiate and collaborate on projects aimed at enhancing customer experience across departments.
• Enforce organizational policies and house rules while maintaining high service standards at all centers.
• Optimize staff scheduling to guarantee seamless operations at all locations.
• Gather and analyze customer data to refine customer interaction strategies.
• Devise plans to boost retail sales in each facility.
• Create, review, and improve operational processes and standard operating procedures to heighten efficiency.
• Proactively manage facility issues related to gym areas, wellness rooms, and other common spaces, ensuring prompt resolutions.
• Recommend cost-efficient facility upgrades and improvements.
• Plan and conduct facility inspections to address any damages or faults swiftly.
• Coordinate with landlords and building management for smooth facility functioning.
• Lead projects for enhancing space utilization and gym layout while maintaining equipment functionality.
• Manage vendor relationships by sourcing, selecting, assessing, and holding service providers accountable, including IT support and cleaning services.
• Address operational and maintenance requests promptly from both team members and customers.
• Oversee and manage operational budgets across all sites ensuring adherence and cost optimization.
• Recruit, train, supervise, and provide leadership to Customer Experience team members and team leads across locations to enhance performance.

Qualifications and Skills

• Minimum of 5 years experience in customer service and facilities management.
• Proven experience in a supervisory or managerial role with team leadership responsibilities.
• Self-driven with the ability to collaborate effectively within cross-functional teams.
• Strategic thinker with strong independent problem-solving capabilities.
• Excellent verbal and written communication skills for responding to clients and managing vendors.
• Strong interpersonal skills demonstrated through successful relationship building.
• Experience managing facilities in fast-paced environments, with a focus on enhancing customer satisfaction through space improvements.
• Budget-conscious with the ability to manage vendor performance efficiently.