Assistant Customer Experience Manager

Assistant Customer Experience Manager

The Assistant Customer Experience Manager ensures that all the facility management and operations in our organization are carried on in an efficient, professional and cost-effective way at the same time delivering a high level of excellence customer experience to our residents and members.

What You'll Be Doing:

Customer Experience

• Drive and ensure the customer experience team delivers excellent customer service and increase customer satisfaction rate
• Lead initiatives to improve customer experience, collaborating with other departments when necessary
• Enforce house rules and policies to our customers while delivering excellent customer service standards across all centers
• Optimize manpower scheduling to ensure uninterrupted operations at all locations
• Collect, analyze, and interpret customers data to optimize the customer experience
• Develop strategies to enhance retail sales at each location

Operations

Facilities management

1. Create and consistently review the operational processes and SOPs to optimize efficiency
2. Anticipate and address operational and facility issues including but not limited to gym floor and gym equipment, wellness rooms and it's respective set up, and all other common areas in a timely manner
3. Identify and recommend cost-effective improvements
4. Develop and execute plans for facility inspections, addressing any damage, defects, or faults promptly
5. Liaise with landlords and building management to ensure smooth operations
6. Lead space and facilities improvement projects, optimize gym layout and maintain the functionality of gym equipments

Vendor Management

1. Source, select, and manage service contractors and vendors, including IT support and cleaning services
2. Vendor assessment and review, recommending change where necessary
3. Hold vendor accountable for services and goods delivered

Stakeholder management

1. Respond to operational and maintenance requests from team members and customers promptly

Budget Management

• Manage operational budgets across all locations, ensuring spending within budget, optimizing cost efficiency

Team Development and Performance Management

• Manage all Customer Experience team members in all locations
• Recruit, train and supervise team members to drive work performance
• Provide leadership and guidance to all Customer Experience Team leads in all locations

Who You Are:

• 5+ years of relevant work experience in customer service and facilities management
• Have been in a supervisory or managerial role with experience leading a team
• Self-motivated, ability to work collaboratively in a cross-functional team
• High level of strategic and forward-thinking mindset and independent problem-solving skills
• Good written and verbal communication skills to respond to customer feedback and manage vendor relationships
• Excellent interpersonal skills and experience in building strong relationships
• Proven track record in facilities management within a fast-paced, dynamic environment, maintaining and improving space for higher customer satisfaction
• Cost-conscious with the ability to manage vendor performance effectively