Customer Experience Manager

$55,000 - $55,000/Yr

Asphalt Green

Full-time - Mid Level

Amusement, Gambling, and Recreation Industries

About the position

The Customer Experience Manager (CEM) at Asphalt Green Inc. is responsible for leading the Customer Experience Associates at the new location in New York City. This role focuses on overseeing daily operations, implementing customer service strategies, and creating a warm and hospitable environment that aligns with the organization's values. The CEM will work closely with the Managing Director and the Director of Customer Experience to enhance customer satisfaction and ensure a safe and welcoming atmosphere for all members and guests.

Responsibilities

• Supervise, train, and support a team of Customer Experience Associates.
• Conduct regular team meetings and performance reviews to ensure high standards of service.
• Provide ongoing coaching and development opportunities for staff.
• 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.
• Ensure that all team members are trained in hospitality best practices and customer service excellence.
• Lead by example in delivering exceptional hospitality, greeting guests warmly, and anticipating their needs.
• Develop and implement programs that enhance the overall member and guest experience, such as special events, promotions, and personalized services.
• Regularly assess the facility and services from a guest perspective to identify opportunities for enhancing the customer experience.
• Ensure all staff members are trained in and adhere to safety and security protocols.
• Collaborate with the on-site security team to support a secure environment for members and guests.
• Act as an additional set of eyes to ensure that everyone in the facility is authorized to be there.
• Promptly report and address any safety concerns or incidents.
• Manage schedules and staffing levels to meet operational needs.
• Ensure all check-in and access control procedures are followed accurately.
• Optimize operational processes to enhance service delivery and member satisfaction.
• Maintain clear and open communication with the site Managing Director and the Director of Customer Experience.
• Foster a collaborative environment within the team and with other on-site programs and Asphalt Green departments.
• Keep the team informed about any updates or changes in policies and procedures.
• Act as a liaison between members and management, ensuring that member feedback is communicated and addressed.
• Track and report on key performance metrics using 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.

Requirements

• Bachelor's degree in hospitality, Business Administration, or a related field or 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.
• Proficiency in Microsoft Office and experience with customer service software.
• A genuine passion for hospitality and creating memorable experiences for guests.

Benefits

• Salary of $55,000 a year
• All employees use the facilities at no cost, eliminating the need for a health club membership.