Job Description

The Customer Experience (CX) Manager role is to mentor, train and lead the Customer Experience team, who are the faces of Core Collective. Core Collective is not just a fitness nor wellness business, The Customer Experience (CX) Manager role is to mentor, train and lead the Customer Experience team, who are the faces of Core Collective. Core Collective is not just a fitness nor wellness business, it is a hospitality business at its core and thus a high level of customer excellence should be achieved. About Core Collective : Since our launch in 2018, Core Collective has propelled the professional growth of hundreds of fitness and wellness practitioners and business owners, by providing a convenient and cost effective plug-and-play solution at our four centers of excellence at Anson Road, Dempsey, Katong and Sentosa. Core Collective aims to build global fitness, wellness and lifestyle hubs that are centers of excellence and home to a diverse community of top professionals, fostering collaboration for healthier and happier lives. What We're Looking For As Core Collective grows we are looking for a Customer Experience Manager to join the team. Our Customer Experience (CX) Manager will be managing and monitoring Core Collecitve's CX department to ensure optimized interactions between the business, our Residents and our Members. He/she will be spearheading the strategic direction, talent management and operational aspects of the CX Team in order to achieve the customer excellence standards vision of Core Collective. Member Net Promoter Score (NPS) target of above 55% Resident NPS target of above 50% Each team member of the Customer Experience team should be well-versed in Core Collective's standards of customer service. What You'll Be Doing Talent Management You will be managing the largest department with teams spread across different locations. Each location will have a Location Head and a team of CX Executives. You will be responsible for hiring and training the CX personnels. You will be working directly with each Location Head of each Core Collective to provide leadership and guidance. Perform 1:1 check-ins with the CX team to review work performance and identify any obstacles and/or opportunities that they may be facing.This would include but not limited to quarterly appraisals. Operational Management Ensure that scheduling of manpower is optimised to ensure that operations in each Core Collective outlet is not disrupted. Ensure that all feedback is addressed in a timely manner. This is not limited to working with other departments to close the loop on the feedback. Management of retail inventory at each outlet. Ensure that Core Collective's regulations and terms of use of the space is respected and adhered by Residents and Members. End-of-day sales records are accurate and reconciled. Performance Management Defining and tracking success metrics related to the overall customer experience of our Residents and Members. Creation and execution of Core Collective's Customer Experience Playbook and a structured training plan. Creation, implementation and continuous improvement of any Standard Operating Processes to achieve the Success Metrics as the business needs changes. Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing the customer experience. Develop programs effective for improved customer experience. This may include working with other departments to develop initiatives. Develop strategies/ initiatives to improve retail sales at each outlet Budget Management Manage the budgets allocated to the Customer Experience department. Work closely with the Operations department to optimise Cost of Sales and Opex costs. Who You Are At least 3 years of experience in customer service Have been in a supervisory or managerial role with experience leading a team. To be successful, you should have strong interpersonal relationship building skills, leadership, prioritisation and communication skills. You have a natural tendency to be curious, positive and creative. You have a 360 view of business and is able to consider the implications to the customer experience holistically should there be any changes to the business needs. Ability to work collaboratively in a cross-functional team Have an aptitude to anticipate any changes Ability to maintain a keen attention to detail, multitask and work well under pressure High level of strategic and forward thinking Excellent stakeholder engagement and communication skills You have an intermediate to advanced command of both written and spoken English language in order to effectively manage difficult and escalated customer experience situations.