Comm. Concierge MOD FT

Job Summary And Key Accountabilities

The YMCA of Metropolitan Chicago is dedicated to creating long-lasting positive change, whether it’s through health and wellbeing, early education, violence prevention, or one of our other programs and services. The Manager, Community Concierge, will lead the concierge team at the local Community Hub and provide best-in-class levels of customer service and experience. You will collaborate with Community Hub leadership and stakeholders across the association to implement operations standards that support enterprise goals and elevate the customer experience.

Scope of Responsibilities

• Manage the Community Hub’s concierge team, including front-desk operations, scheduling and attendance, drop-in childcare, and administration
• Implement and measures customer engagement strategies that increase retention, influence value, and drive a dynamic customer-centric culture
• Partners with Community Hub leadership to operate facility opening/closing procedures, develop engagement events, ensure adequate staffing coverage, and serve as YMCA ambassador
• Provides support to leadership at the Community Hub for marketing, sales, and customer experience initiatives
• Collaborate with customer experience leadership and team members across Community Hubs to maintain and elevate operational standards and customer experience
• Assist with back office and administrative support
• Build and maintain long-lasting, strong relationships with customers while partnering with them to better understand their personal objectives and needs
• Recruit, hire, train, mentor, coach, and manage a team focused on customer experience and engagement