Manager, Community Concierge

Make a Difference in Your Community - Rauner YMCA is now hiring a full-time Manager, Community Concierge!

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 Manager, Community Concierge, will lead the concierge team at the local Community Hub and provide best-in-class levels of customer service and experiences. 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.

Salary range starts at $43,888 per year with full-time benefits and opportunities to grow within the organization!

Scopes and Responsibility

• Manage the Community Hub's concierge team, including front-desk operations, scheduling and attendance, 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

Requirements

• Associate's degree in business, operations, marketing, hospitality, or equivalent
• 2 years of related work experience, including managerial responsibilities
• Bilingual, English/Spanish
• 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

• We offer salaries that reflect your skills, experience, and the value you bring to our team.
• Comprehensive health, dental, and vision insurance plans for eligible employees, along with access to wellness programs, mental health resources, and a family gym membership.
• Generous paid time off (PTO), including paid holidays. We also offer flexible work hours to help you balance your personal and professional life.
• 403(b) plan with company contributions after 2 years of service to help you plan for your future.
• Opportunities for continuous learning through workshops and training programs.
• A supportive work environment that values diversity, equity, and inclusion. We are committed to creating a workplace where everyone feels welcome and respected.
• Discounts on programs, employee assistance programs, and company-sponsored events.

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

Leader - Inspires teammates to follow them
Enthusiastic - Shows intense and eager enjoyment and interest

Goal Completion - Inspired to perform well by the completion of tasks
Growth Opportunities - Inspired to perform well by the chance to take on more responsibility
Self-Starter - Inspired to perform without outside help

Associates of Business Administration (preferred)