What are the responsibilities and job description for the Customer Experience Manager position at The Great Escape Room?
We are seeking a dedicated Customer Experience Manager to oversee our Arlington, VA location. This role requires an energetic leader with strong customer service skills, a passion for immersive entertainment, and a strong focus on driving business growth within the local community. The ideal candidate must be available to work evenings and weekends, as our primary business hours are Wednesday–Sunday.
We offer a dynamic, hands-on environment that fosters teamwork, creativity, and growth opportunities.
Responsibilities:
- Oversee daily operations to ensure a smooth, safe, and high-quality guest experience
- Drive bookings and revenue through local outreach, partnerships, marketing efforts, and community engagement
- Manage staff schedules and support team members during live guest experiences, including stepping in when needed
- Handle customer inquiries, group events, and corporate bookings while delivering excellent guest service
- Build community relationships, support basic marketing/social media efforts, and track key performance metrics
- Maintain strong leadership on-site, ensuring smooth operations and consistent team performance
Qualifications:
- Experience in customer service, hospitality, entertainment, operations, or a similar guest-facing role
- Strong leadership, communication, and relationship-building skills
- Ability to work in a fast-paced, interactive environment and solve problems under pressure
- Comfortable supporting marketing, outreach, and community engagement efforts
- Flexible availability, including evenings and weekends
Pay:
- Starting at $55,000 annually
PTO
Only qualified candidates will be contacted for an interview.