Client Experience Manager in California at Chula Vista Elite Athlete Training Center

Summary

• The Client Experience Manager (CEM) is responsible for managing the client experience department under the direction of the VP of Client Experience and Community Engagement. The CEM supervises the Client Experience Coordinators in the performance of their daily job duties such as responding to guest inquiries and resolving issues or complaints. The CEM collaborates with Center departments (Operations, Venues, Maintenance) and service providers (Food & Beverage, Housekeeping) to allocate resources and meet client needs effectively.

Essential Duties and Responsibilities

• Works closely with National Governing Body (NGB) administrators, collegiate and youth development teams, coaches, event managers, etc. to collect schedules, rosters, and program details, compile an operations plan to execute upon the client's needs, and deliver on the client's requests.
• Develops room assignments that are consistent with on-site housing requirements.
• Interacts with guests and vendors via telephone, email, video conference, or in person to provide support and information on services and/or needs.
• Continuously examines and improves processes by active participation in client-related and departmental processes/projects.
• Builds relationships with clients and seeks feedback to improve overall client experience.
• Represents CVEATC with onsite teams, making decisions based on request availability.
• Follows up with guests and vendors when there are event changes.
• Supervise or coordinate staff based on event needs and/or department needs. sporadic walk-throughs of rooms to oversee the work of our vendors.
• Maintains a visible presence and addresses issues in real-time. This individual will play a critical role in alleviating operational challenges and ensuring an exceptional experience for all stakeholders.
• Analyzing customer data, identifying challenges, and implementing solutions to enhance client satisfaction.
• Managing client feedback, creating and executing client experience plans, and training employees to provide excellent customer service.
• Supervise or coordinate staff based on event needs and/or department needs.
• Must be able to work a flexible schedule to include days, nights, weekends, special events, and holidays, as needed to entertain existing partners and new business.
• Enforces venue policies about proper facility usage, contractual obligation, code of conduct, safe sport compliance, and risk management practices.
• Other duties as required and assigned.

Requirements and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

- Bachelor's degree or 3-5 years of related work experience.

- At least three years of customer service experience required. Working with athletes, coaches, or volunteers in athletic facilities is highly desired.

- Previous experience in a supervisory role preferred.

- Excellent management and supervisory skills.

- Excellent verbal and written communication skills.

- Extensive knowledge of guest services and vendor procedures and principles.

- Organized with attention to detail.

- Ability to resolve guest and vendor complaints and issues while maintaining a professional and calm demeanor.

- Ability to coach and mentor client experience staff.

- Experience with CRM or PMS software.

- Proficient in Microsoft Office Suite or related software.

- Must have a valid California driver's license; and has no Class 1 or more than two Class 2 violations within the past 36 months.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

Elite Athlete Services is an Equal Opportunity Employer

All offers of employment are contingent on pre-employment background check and SafeSport upon hire.