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Customer Experience Manager

2 months ago

Jersey City, United States Salutem Primum Inc. Full time
Job DescriptionJob DescriptionDescription:

Position Title: Area Manager

Reports to: Director of Sales & Operations and Director of Aquatics

Status: Full Time Salaried

Location: Main Office Maplewood and Secaucus

The position of Area Manager at British Swim School Hudson Waterfront is responsible for ensuring that all parents and swimmers receive an experience that is of the absolute highest quality. You will work side by side with the Directors of Aquatics and the Director of Sales & Operations on staffing your area, implementing existing and new policies & procedures, and improving the overall retention of staff and swimmers. You will be responsible for the safety of the entire pool staff, the patrons, and swimmers in the area you cover.


Requirements

  • Strong and effective written and oral communication skills
  • Strong Leadership Qualities
  • Critical Thinking, Problem-Solving, Analysis, Strategic Planning
  • Training, Coaching, Development, and Appropriate Discipline of associates
  • Detailed knowledge of all BSS operations, teaching and coaching methods
  • Ability to multi-task, establish priorities, work independently, and proceed with objectives without supervision
  • Be fully available on your working days with a flexible evening and weekend schedule to be poolside 4-5 days a week.

Duties and Responsibilities:

  • Ensure that assigned locations are operating smoothly, efficiently, and in accordance with British Swim School policies and safety/hygiene protocols as detailed in the British Swim School operations and teaching manual.
  • Creating and fostering a positive culture of high performance in the areas of Aquatics and Customer Service
  • Responsible for meeting monthly KPI targets for pool revenues, drop prevention, 5-star reviews, NPT score, and social media.
  • Ensure that all pool locations abide by the BSS standards (adherence to BSS teaching method, Overall appearance, Safety, Hygiene, BSS Image)
  • Ensure that all staff are abiding by BSS guidelines.
  • Ensure that all new staff is trained to teach BSS methods and monitor the ongoing training and coaching of all staff to ensure that all teaching techniques are being maintained to the ultimate standard.
  • Creating and developing new, innovative, and fun techniques adding variety to lessons within the scope of the program.
  • Regular follow-up and coaching to existing staff to introduce customer service techniques and communications, new teaching ideas, and improve skills.
  • Responsible for the hiring and overseeing training of new staff.
  • Responsible for the team at the pool providing a consistently superb customer experience. Provide sterling service to all British Swim School customers with a constant “showtime” poolside.
  • Responsible for first-day magic experience and making long-lasting connection with students and parents poolside
  • Ensure that all opening and closure procedures are carried out following protocols at each location
  • Responsible for the highest hygiene and safety levels for each location with regular spot checks for cleanliness, verifying water safety records, incident reports, inventory stock refills, etc…
  • Responsible for drop prevention.
  • Coaching staff to have conversations about survival skills, commitment, and poolside enrollments
  • Responsible for staff and patrons’ adherence to safety and hygiene rules (Rules of 3, facility safety guidelines, etc) including reinforcing EAP knowledge, fire drill, lifeguard and safety certifications
  • Responsible for completion of all poolside customer issues, escalations/de-escalations and follow-ups within 48 hours, with written follow-up notes in Freshdesk and Jack Rabbit
  • Attend all required meetings, training, and coaching sessions.
  • Cover the territory of your Area manager colleagues when needed (vacation, days off, sickness, etc…)
  • Report weekly/bi-weekly on highlighting areas of strength and weakness, suggesting possible solutions and implementation programs.
  • Hold your entire staff accountable with clear set expectations and providing regular constructive feedback to each team member on their performance.
  • Conduct quarterly reviews and 1:1 on a regular basis
  • Monitor arrival and departure times, participation in daily huddles, as well as overall behavior of all staff at the pool.
  • Hold accountability conversations with all pool staff who fail to meet expectations in all areas with traceable written documentation in paylocity
  • Assigning “office” hours to staff members: Office hours will be 1-2 hours before or after a shift dedicated to handling parent communication.
  • In the case that coverage is needed and can not be provided by any other swim instructor, deck staff, floaters or coaches, the Area Manager must act as coverage.
  • Assist Director of Aquatics and/or Operations in implementing new programs, new openings or pool closures, and/or policies.
  • Analyze current policies and procedures and identify possible areas of improvement, in which all pools can be more productive, more efficient, and more highly regarded (pool optimization)
  • Handle weekly payroll responsibilities including but not limited to, timecard correction/approvals, PTO approvals/denial.
  • Responsible for ensuring locations class schedules are up to date on Jackrabbit and internal schedules with updated assigned instructors and incoming trainees.

Other responsibilities as assigned.

Requirements: