Director, Community Concierge

Inspiring Change through the Power of Play!  Make a Difference in Your Community
Job Description

The Director, Community Concierge, 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.

Qualifications

Requirements 

  • Bachelor’s degree in business administration, hospitality, operations, marketing, sales, or equivalent
  • Minimum of 4 years of related work experience, including managerial responsibilities
  • Bilingual, English/Spanish highly preferred
  • 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
Essential Functions

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