Customer Experience Manager

About the role

The Customer Experience Manager provides superior customer service to guests and helps maintain a clean, safe, and welcoming environment while following company policies, procedures, and best practices.

Responsibilities

• Customer management: Respond to general customer inquiries and questions, provide face-to-face customer service, and communicate program schedule updates and opportunities by email or through the social media team.
• Work with the General Manager to schedule public programming and maximize ice optimization.
• Front desk management: Foster a positive environment, schedule front desk staff based on programming and the arena schedule, and keep the front desk area clean and presentable.
• Manage rental skate inventory and sharpening on a schedule and as needed.
• Public programming leadership: Plan, schedule, and run themed public skating sessions throughout the year. Manage birthday party inquiries from booking through execution.
• Engage customers before, during, and after programming to promote skating, hockey, and party opportunities. Prospect community groups and areas to develop and grow programs.
• Attend community events as a rink representative when requested and approved by the General Manager.
• Arena management: Serve as manager on duty as scheduled by the General Manager, assist with collecting, sorting, and submitting invoices, and support part-time staff when designated as manager on duty.
• Work with the General Manager and FM to find solutions to day-to-day rink conflicts, and remain on call for issues.
• Staffing and human resources: Recruit, hire, train, and manage front desk, skate guard, and other part-time staff. Assist the General Manager with payroll processing.
• Support all rink operations.

Key facts

• Provides customer service and a clean, safe, and welcoming environment.
• Plans and runs themed public skating sessions throughout the year.
• Recruits, hires, trains, and manages part-time staff.

Estimated salary

Estimated salary for customer service in United States: USD 3,050 - 4,600 per month, based on 311 CazVid job posts that state their pay. This is an estimate, not the salary offered.