Customer Experience Manager

Welcome to Improper City

Improper City is a spacious, large-scale taproom and coffee bar. Improper City features 36 taps, a full bar selection, specialty cocktails, and a menu that rotates seasonally, including nonalcoholic options. We are a place that wants you to come as you are and choose your own adventure. We welcome all people.

Our graffiti-adjacent patio is dog friendly, has a seasonal bar space, communal wifi, games, and hosts a number of food trucks. We host a multitude of public community events as well as private parties. Our entire team is on an even tip pool to ensure teamwork amongst our staff and to provide the best service possible for our guests.

Improper City Expectations

Improper City strives to be an approachable space for all, guests and employees alike. Your role of Customer Experience Manager includes guest interactions, team support, and overall business success. The nature of our venue, being an open and “choose your own adventure” environment requires staff to fulfill multiple roles throughout their shift. The expectations for staff include taking orders and knowledge of the menu, bussing tables and general cleanliness, coordination of events and reservations with MOD, and upholding the house rules and policies of our venue.

Job Summary

The candidate selected for the Customer Experience Manager position will have demonstrated through the interview process and through their experience (shown on their resume) that they have the skill sets to take the current responsibilities of the CEM and continue to improve upon them. To be successful in this job, the candidate will have to show a high bandwidth for many tasks and personnel while on site. To keep our diverse group of patrons satisfied, the CEM will have to be agile in tailoring different solutions to the many different situations they will be presented. We believe that through great employee satisfaction we will find higher customer satisfaction. Through this you will need to have a high level of accountability and training for all the staff at Improper City.

Specific Responsibilities

Floor Manager

• Act as Manager on Duty while at work
• Make day-to-day decisions
• Oversee all staff
• Ensure that day-to-day operations run smoothly

Front of House Staff

• Develop serving staff by monitoring their sales, guest interactions, and work ethic
• Coach servers in the above areas
• Hold regular (bi-monthly) one-on-ones with servers to keep them informed of their job performance
• Monitor server daily opening, closing, and side work checklists

Nonprofit Program

• Select and schedule featured non-profit of the month, communicate to staff
• Report donation amounts to be made to General Manager
• Coordinate any tabling/activities by a non-profit of the month
• Respond to Donation Inquiries
• Gather items to donate to raffles or silent auctions
• Work with the Beverage Director if product donations are needed
• Bigger events will be handled by General Manager

Social Media

• Posting primarily on Instagram (3-5 posts per week)
• Responding to Direct Messages on platforms
• Reporting
• New Concepts

Staff Gifts

• Keep track of, purchase, and give out anniversary gifts and personalized birthday gifts
• Kudos as needed

Reporting

• Monthly and quarterly reporting on departments to the rest of the management team

Benefits and Perks

• Quarterly Bonus Structure (1% NOI, roughly $10k/year)
• $300 monthly healthcare stipend
• Paid time off
• 50% manager discount on drinks
• Paid holidays off: New Year’s Day, 4th of July, Thanksgiving Day, Christmas Eve, and Christmas Day
• Other staff incentives: brewery/distillery tours & tastings, staff outings and parties

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• Health insurance
• On-the-job training
• Paid time off

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Every weekend

Work setting:

• In-person

Work Location: In person