Educational Alliance brings together and partners with diverse communities in Lower Manhattan, offering individuals and families high-quality, multi-generational programs and services that enhance their well-being and socioeconomic opportunities. We are a place where everyone is welcome and where progress is powered one relationship at a time. We are proud of our legacy as a Jewish organization and we provide high-quality, transformational services and programs to all New Yorkers through our network of community centers on Manhattan’s Lower East Side and East Village. As we have for 130 years, we offer best-in-class programming–now across 15 sites—focusing on a mix of education, health and wellness, arts and culture, and civic engagement. 

The Role: The Member Experience Manager will inspire and advocate for the highest-level standard of customer experience. Reporting to the Director of Member Experience and working closely with the Operations Team and various program heads, the Manager will hold staff accountable to standards and goals that closely curate customer touchpoints throughout the building, creating an atmosphere of warmth and community. The Manager will oversee membership staff, daily lobby activity and support membership programs while liaising with other department heads to ensure we provide seamless customer experience across all touchpoints. The Manager will consistently evaluate, innovate, and enhance sales efforts and will oversee the sales team and support staff, building retention for current and future members. The Manager will support programmatic staff on outreach strategies to acquire and retain new customers/members.

Responsibilities:

• Hire, supervise, and train all hourly Service Desk and Greeter staff
• Support and monitor 14Y customer experience standards including responding to inquiries/concerns/complaints in a timely manner, being courteous and giving sincere attention to members, providing regular positive feedback to participants, and developing relationships with members
• Field challenging member suspensions and terminations in line with 14Y code of conduct and policy. Evaluate and Monitor system of response for equity and consistency. (Consults with Director of Membership and Executive Team)
• Act as the lead supervisor of lobby, and building manager on duty when on shift
• Ensure that all service desk staff maintain thorough understanding and up-to-date knowledge of all offerings of the 14Y
• Support Program Directors during registration periods to identify any special needs from the service desk and greeters
• Hold all first floor (front facing) staff accountable to high level of customer experience as well as ensure 14Y code of conduct upheld by members and staff. Maintaining awareness and setting expectations of lobby staff awareness of all people entering and exiting the building
• Inspire a culture of listening – make space for staff and customer connections
• Facilitating excellent customer service
• Greeting patrons and directing patron traffic
• Inventory merchandise and café supplies, and place orders when needed, within the budget

Acquisition and Retention (30%)

• Assist the Director of Member Experience in coordinating the service desk and sales team to increase acquisitions and member engagement to evaluate, innovate, and support sales efforts.
• Support the Director of Member Experience and the General Manager in evaluating systems of membership tracking and management and help implement innovations in our systems and processes.
• Evaluate and implement enhancements in member recognition (ex. birthday recognition, membership milestones, etc.).
• Monitor our customer concierge system, connecting members with programs and each other.
• Consult with the marketing department and sales team regarding sales and promotions, and coordinate responses to general 14Y inquiries.
• Work with the Director of Membership and Marketing/External Relations to support membership outreach strategies and to monitor and track retention trends and statistics.
• Alongside the sales team, ensure service desk staff are following the protocols for sales prospect log follow-up and the sales process.
• Maintain regular contact with prospective members and connect them with active members.
• Assist in planning and coordinating periodic member recognition events and serve as hosts of these events.
• Support the Director of Membership and GM with sales efforts by gathering reports and strategizing sales team responses.

Weekend Operations (10%)

• Manage and design systems to support the schedule and organization of the entire Weekend Leadership Team.
• Ensure that all shifts are covered and staff are appropriately trained to create support for weekend users and guests of the 14Y.
• Be available on call as needed during weekends with support from other staff, and create a schedule of on-call weekend and evening backup support.

Miscellaneous (10%)

• Attend staff meetings and trainings as required.
• Perform special projects and other duties as assigned.

Requirements:

• Experience managing staff and projects
• Organized
• Positive thinker and
• Ability to track budgeted spending
• Supervisory experience and proficiency in leading a team
• Strong interpersonal communication, leadership and customer service skills including the ability to motivate others
• Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook)
• Ability to effectively organize and prioritize work demands
• Ability to work effectively, independently and as part of a team
• Requires some schedule flexibility

Benefits:

• Generous PTO Policy
• Competitive Salary
• Medical & Dental Insurance
• Pension Plan
• 403b Retirement Plans
• Discount Perks for Movies, Broadway Shows, Amusement Parks.Etc
• Free Gym Membership to our Manny Cantor Center Gym & 14^TH ST Y Gym
• Discounts to programs at Educational Alliance

Limitations and Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position

EEO Info

Educational Alliance is committed to workplace diversity and inclusion. We are equal opportunity employers and do not discriminate in hiring or employment on the basis of race, color, religion, national origin, gender identity and expression, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Educational Alliance takes affirmative action in support of its policy to employ and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.

Educational Alliance is an Equal Opportunity Employer.

For further information about Educational Alliance, please visit https://edalliance.org.