Director, Community Experience

Inspiring Change through the Power of Play! Make a Difference in Your Community - Hastings Lake YMCA is now hiring a full-time Director, Community Experience!

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. We’re looking for talented individuals who are committed to empowering our community by creating a safe and welcoming environment that encourages growth and support — individuals like you!

The Director, Community Experience, will lead the customer experience team at the local Community Hub to provide best-in-class levels of customer service and experiences. You will collaborate with stakeholders across the association to develop and implement operations standards that support enterprise goals and elevate the customer experience.

Salary range is $48,000-$67,000 per year with full-time benefits and opportunities to grow within the organization!

Scopes and Responsibility

• Lead the Community Hub’s customer experience team, including front-desk operations and administration, rentals, and customer engagement
• Identify, development, implement, and measure customer engagement strategies that increase retention, influence value, and drive a dynamic customer-centric culture
• Actively manage the customer journey and collaborate with business partners to continually elevate engagement touchpoints
• Serve as primary point of contact at the Community Hub for marketing, sales, and customer experience initiatives and manage day-to-day activities that support enterprise goals
• Forecast Community Hub sales, analyze revenue, and prepare reports of business performance indicators
• 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
• Understand customer experience best practices and stay ahead of global industry trends

Requirements

• Bachelor’s degree in business administration, hospitality, operations, marketing, sales, or equivalent
• Minimum of 4 years of related work experience, including managerial responsibilities
• Ability to work flexible hours, weekends, and/or holidays, as needed
• Proficiency of the technology ecosystem (specifically customer data, CRM, customer engagement) preferred
• Top-notch verbal, written, and interpersonal communication skills
• Strong analytical and critical thinking skills
• Sound leadership ability, including motivating, coaching, and performance management
• Ability to achieve results by taking a proactive long-term view of business goals and objectives

Our staff is the Y's greatest asset. Our teams provide valuable skills, knowledge, and passion that is essential to the contribution and positive impact in our communities, which is why we offer Y employees numerous perks and benefits, including:

• Comprehensive benefits package for eligible employees
• Opportunity for eligible employees to participate in the Y's retirement fund
• Be part of a team that is passionate about building and sustaining an inclusive and equitable environment for all staff, volunteers, and members
• Do meaningful work and contribute to the advancement of the YMCA vision by meeting the needs of the people in our communities
• Complimentary Adult YMCA membership and an employee discount on select programs
• Career advancement opportunities - grow your career at the Y!

Child Abuse Prevention - Support the YMCA’s commitment to child abuse prevention by:

• Reporting any items that may provide a health or safety hazard to staff, members, or guests to your supervisor
• Following all policies and procedures related to keeping children safe in our facilities and programs, including those related to the monitoring and supervision of children
• Reporting any suspicious behavior and violation of policy and procedures to your supervisor
• Completing all child abuse prevention training as required