In this role, your responsibilities will Include, but wont be limited to:
Membership Engagement & Retention:
- Assume ownership and manage the relationship with key accounts within the building(s) you oversee.
- Ensure all accounts within your building(s) have an assigned point of contact.
- Resolve issues of complexity as escalated to you.
- Monitor the Medallia (member feedback) escalation process to ensure alerts are being properly addressed and the right solutions are found.
- Be accountable for Net Promoter Scores, overall member satisfaction and member retention.
- Review Net Promoter Scores and member satisfaction results regularly to set KPIs and implement building-specific plans.
- Lead building site tours for VIPs as needed.
- Review invoices of flagged accounts and submit corrections to the Billing team.
Building Operations and Management:
- Ensure quality and upkeep expectations are being adhered to.
- Hold the team accountable for general operational policies and standards, as well as financial efficiency.
- Escalate reoccurring issues as it relates to 3rd party vendors to appropriate teams for resolution.
- Be accountable for building-level Opex in partnership with the Operations team.
- Escalate, monitor and see through capital improvement and large customization projects in partnership with cross-functional teams.
Requirements: - 5+ years experience in hospitality, sales, multi-unit retail, startups, finance, or other related experience. Customer service, project management, and business operations experience is required.
- 2+ years of management experience of leading a team made up of individual contributors.
- Bachelors Degree or equivalent experience preferred in Business, Marketing, Hospitality, or other related degrees.
- Must have strong verbal and written communication skills in English and Hebrew.
- Like challenges, and embraces change in a fast-paced environment.
- Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion.
This position is open to all candidates.