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.



  • 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