SANTA ANA, CUSTOMER EXPERIENCE MANAGER

Overview:

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.