SANTA ANA, CUSTOMER EXPERIENCE MANAGER

Job DetailsJob Location: SENDER ONE SNA - SANTA ANA, CA 92705Position Type: Full Time, HourlySalary Range: $28.50 - $34.00 HourlyOverview: A Customer Experience Manager is someone who develops the team and embodies Sender One’s core values when making decisions. As a coach and mentor, the Customer Experience Manager ensures all Sender One staff are providing an outstanding experience to new visitors, guests, members, and partners who walk through our doors. Responsibilities: Build and sustain the Customer Experience staff and community culture at their location that aligns with Sender One’s core values, purpose, and brand promise; Lead, manage, and hold all direct reports accountable; Identify and grow new leaders in the organization through supervisor and shift lead development; Responsible for their department's operational and financial performance; Execute against a department budget with specified revenue, expense, and profit; Oversee all hiring, onboarding, and training needs for the department; Manage department staff performance, check ins, and reviews – including but not limited to, 60 day, monthly, annual, and staff-requested check ins; Create and manage the monthly staff schedule – following the scheduling guidelines and timeframes for publishing; Respond to customer feedback received through reviews, surveys, emails, phone calls, and in-person interactions using the “Hug Your Haters” philosophy; Understand other gym department functions and offerings; Execute short and long term gym location objectives in collaboration with the Gym Manager, Head Route Setter, Programs Manager, and Head Coach; Communicate any operational, location, and/or departmental information to the Customer Experience team through weekly department meetings, huddle updates, and quarterly staff meetings; Attend the weekly department manager’s meeting to inform other department managers of changes, updates, and/or stucks in the Customer Experience department; Collaborate with Employee Experience and the Training & Development departments to schedule and provide ongoing training and up-to-date certifications; Collaborate with Risk & Safety and Facilities Managers to ensure their gym location is abiding by all safety guidelines set forth by Sender One; Collaborate with the Brand Marketing department regarding Pro Shop updates and/or changes and any local gym & large events. Profile & ExperienceProfile: 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 customer facing 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 weekly, monthly, and quarterly department and/or gym meetings. 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 Net Promoter Score