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    Customer Experience Manager - Portland, United States - Root Whole Body

    Root Whole Body
    Root Whole Body Portland, United States

    2 weeks ago

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    Description

    Job Description

    Job DescriptionSalary: Salary + Bonus

    Customer Experience Manager

    A Career Opportunity for the sales and operations professional who knows how to build authentic customer relationships, frequency of visits and life-long loyalty.

    Location: Root Whole Body

    Schedule: Tuesday - Saturday, must be available holidays and weekends

    Position Type: Full-Time

    Summary:

    The Customer Experience Manager will provide day-to-day sales leadership and operational management to ensure the Root customer experience is delivered consistently, seamlessly and true to the mission and values of the company. They ensure that each touchpoint across the customer journey is engaging, efficient, and builds trust and affinity with Root. The Customer Experience Manager will coach a team to deliver company sales & revenue goals, increase client satisfaction rates, increase customer loyalty, and augments the experience to cultivate retention, referrals and membership growth. This includes daily direction for the Wellness Concierge team to optimize our schedule, weekly direction to our Outreach Team to support various outreach calls and texts, overseeing walk-ins and the reception/cafe area, the retail wall, as well as in-person, messenger AI/phone, email bookings and reaching weekly/monthly sales targets. They will track progress, analyze sales data and coach team members as needed. They will monitor Daily Closeout Reports, communicate updates daily and participate in designing incentive programs that will motivate and optimize the performance of their team.

    Success Measured By:

    + Achieving monthly appointment, revenue and membership goals; extracting team member performance that helps them secure their incentives

    + Customer ratings, testimonials, referrals and rebookings

    + Safe, approachable, caring and high-touch customer experience

    + Clean, safe, relaxing environment, seamlessly delivered and maintained

    + Developing a Concierge team to be the strongest first impression of Root and its mission

    Responsibilities:

    • Manage and motivate a team of 6+ people to protect and optimize the schedule and deliver exceptional customer service
    • Oversee and Direct outreach efforts to secure rebookings and populate future schedule
    • Track individual and team performance toward sales goals
    • Oversee retail merchandising, marketing display and promotional flyers
    • Manage front desk schedules and budgets, including timekeeping and incentives for the Concierge team.
    • Participate in hiring, on-boarding and training of all front desk staff and spa attendants
    • Manage membership sales, including renewals and upgrades
    • Respond to customer feedback, follow up on complaints, and manage client reviews and where appropriate, implement improvements
    • Provide operational support to the business by maintaining accurate business metrics, tracking performance, and identifying opportunities for improvement.
    • Manage facilities and maintenance, including overseeing the cleanliness, safety, and maintenance of the office and building, per safety standards
    • Maintain accurate and up-to-date inventory records, placing orders as needed and managing vendor relationships.

    Qualifications:

    • Minimum 3-5 of leadership in sales management and customer experience; Bachelor's Degree preferred
    • Proven Sales Management track record of directing a team to meet sales goals
    • Strong organizational, scheduling and budget management skills
    • Strong and effective communication skills, both verbal and written, with the ability to influence outcomes with clients, vendors, and staff.
    • Strong computer skills, including proficiency in Microsoft Office Suite and experience with customer databases, POS and/or project management software.
    • Strong organizational and project management skills, with the ability to manage multiple tasks and projects simultaneously.
    • Ability to work weekends and holidays as needed
    • Shared values and passion for natural medicine and consistent self-care
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