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Job Type
Full-time
Description
The Jewish Community Center of Greater Kansas City – “The J” – is seeking an enthusiastic and self-motivated individual to manage member facing experiences. The J’s Fitness + Sports + Aquatics offers a wide range of programs to improve members physical and mental well-being, from our multi-use gyms and professional grade turf fields, to our 150+ weekly group fitness classes and state-of-the art fitness floor with over 100 pieces of equipment, not to mention our amenities such as our locker rooms including towel service, infrared sauna, and steam rooms.
The Senior Manager, Member Experience is responsible for overseeing the day-to-day operations and administration of the Member Experience Desk, Fitness Floor and Café (seasonal) departmental operations. Responsibilities extend to managing financial revenue/expenses, equipment safety and repair, maintaining appropriate health and safety standards of food preparation, and organizing specific revenue-producing programs. The Senior Manager ensures their team of Manager and Supervisor, leads and front-line team exceed member expectations in terms of customer satisfaction, goals, and overall J experience.
Responsibilities
Leadership
- Effectively hires, trains, schedules, supervises, and evaluates performance of assigned team. Takes correction with team, as appropriate. Establishes systems and methods for training, motivating the work team and a system of communication and cooperation among team.
- Leads multi-department team with up to 60 employees during the peak summer months. Manages the duties and responsibilities of their leadership team comprised of a Manager and Supervisor.
- Overall management of Manager, Supervisor and front-line team members by providing oversight, support, and supervision. Ability to provide hands-on work with management and front-line team members coaching them to become a strong customer service-oriented team.
- Forward thinker with the ability to anticipate and solve practical problems and resolve issues while maintaining accountability for results. Respond to member concerns and ideas in a timely and appropriate manner.
- Capability and commitment to supervisory role evidenced by performance management, coaching, communicating, hiring, training, scheduling and supervising.
Program Management
- Members feel like we understand their "why" to invest in The J and products or programs we offer encouraging growth in enrollments or sales, helping retain members from excellent customer service and experience is a primary responsibility of this role.
- Manage and help the Manager, Member Experience Desk which has many functions including customer service to members and departments for most services within The J, towel service, locker room management, food and beverage sales, and our seasonal pool café.
- Manage and help the Supervisor, Fitness Floor keep a clean and neat fitness floor where members are “schmoozed” and held accountable to fitness floor rules.
- Works cooperatively with professionals and lay people from within The J and other organizations to plan and implement special projects (Member Perks) and events (Indoor Triathlon).
Fiscal Management
- At interim and year end reviews, be on pace for year-to-date board approved revenue and expense budgets.
- Monitor monthly products, rentals and guest passes sold, know monthly goals to ensure department is on pace to hit monthly revenue.
- Plan, implement, monitor and adhere to budgets to meet department and organizational goals, research and present market trends.
Food Safety and Facilities
- Manage and maintain safe, functional, and attractive equipment; ensure a clean and professional looking facility. Works closely with Mechanic to ensure equipment maintenance schedule is routinely completed and machines are not down for more than a reasonable amount of time.
- Maintains safe and up to code food sales according to the State of Kansas.
- Maintains proper Kansas City VAAD Kosher food and beverages.
Requirements
- 3+ years’ management experience across areas of focus (fitness programming, customer service, sales & marketing)
- Current CPR, AED and First Aid certification
- Strong management skills including leadership, supervisory, problem analysis and decision-making, planning and organizing, adaptability/flexibility, and time management.
- Excellent oral communication skills, strong interpersonal skills for working with a diverse population including other employees, program participants, and the general membership.
- Excellent verbal and written communication skills for developing reports, correspondence, policies, procedures, and organizational communication.
- Proficiency with technology related to word processing software, client retention management systems, finances, customer relations/service and employee management.
- Demonstrates a strong work ethic and strong customer service orientation.
- Maintains appearance of fairness in dealings with staff and members.
- Maintains consistent and punctual attendance.
Physical Requirements
- Must be able to move freely around the Fitness, Sports & Aquatics facilities.
- Must be able to lift 40 lbs.
- Must be able to sit, stand, and walk for extended periods of time outdoors.
About The J
The J is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The J is Shabbat-Observant Friendly.
The mission of The J is to build a strong, vibrant and inclusive community that enhances wellness, meaning and joy based on Jewish values, heritage and culture.
The J Operates On These Values
- Welcoming + Inclusive - We are welcoming, inclusive and nurturing. We invite all to join us in making connections and lifelong friendships.
- Building Community - We believe in the strength of community, and we seek to cultivate a sense of belonging in all we do.
- Enriching Mind + Body + Soul - We help individuals live a physically, intellectually, and emotionally healthy lifestyle.
- Passing on Jewish Culture + History - We celebrate and pass on the values, culture, history, and traditions of the Jewish people.
- Treat Others As You Wish To Be Treated - We treat everyone with respect, dignity and loving kindness.