Midtown is looking for a Customer Experience Manager to join our world-class team.

The Position
Midtown believes in putting the customer at the center of every decision that we make. Customer Experience is our strategy, and our members are our marketers. But it takes focus to stay on strategy in a fast-paced and dynamic health club environment. That’s why we need a dedicated leader to represent the customer viewpoint and well-being to ensure we are all aligned around delivering the best experience in the business. That is the goal of the Customer Experience Manager.

As the Customer Experience Manager, you will be responsible for developing and executing a customer success strategy in your respective club. A successful strategy will involve every aspect of the club environment every day, so your ability to communicate and to bring teams together will be mission-critical.

You’ll love this job if:

You are a relationship builder. You are strong at developing partnerships, collaborating effectively with others, and bringing people together
You are an outstanding and relentless communicator. You listen intently, communicate clearly, and speak up when necessary.
You like strategy and operations. You are as well-engaged in circumstances that call upon you to be the strategic leader as in those when you are alongside the front-line, interacting directly with members.
You are curious and entrepreneurial. You love brainstorming and formulating new strategies to old problems, even at the risk of failure. You understand that failure is a part of the education towards success
You love to learn and find joy in teaching what you know to others.

As Customer Experience Manager, you will:

Develop and lead the hospitality desk team, which is responsible for processing in-club customer feedback, resolving issues, developing feedback-driven innovation plans, and closing the loop with members across multiple communication channels.
Develop and deploy action plans to improve customer onboarding, member retention, Net Promoter Score, and overall growth in member levels and engagement via Hubspot.
Manage a team of hospitality desk associates
Establish communication strategies for major initiatives that impact the customer experience. Work closely with member support team to ensure that clubs have the information and resources necessary to operationalize strategic objectives.
Build strong internal partnerships with cross-functional teams inside the clubs, including Membership, Marketing, Fitness, Tennis, and other key Operational departments.
Monitor & manage Key Performance Indicator trends and create a culture of awareness and accountability within the club.
Lead cross-functional meetings to ensure all teams are aligned with and accountable to prioritizing the quality of overall customer experience before departmental performance.
With our new member onboarding program (Launch program), the Customer Experience Manager is the point of contact and leverages accountability to drive engagement and a high level of operational excellence in this program.
Create a customer-centric schedule for your team and jump in to assist your hospitality team, in the zone (when needed).

We would hate to miss out on your application because you do not meet every requirement – transferrable skills and education will also be considered, so please do not hesitate to apply!

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

MIDTOWN is an Equal Opportunity Employer.