Customer Experience Growth Manager

3 days ago


Calgary, Alberta, Canada MNP Community & Sport Centre Full time

Company Overview:

MNP Community & Sport Centre is a leading community sports centre dedicated to providing exceptional experiences for its members and guests. We strive to foster a culture of excellence, innovation, and teamwork in everything we do.

Salary:$110,000 - $130,000 per year

About the Role:

The Customer Experience Growth Manager will play a pivotal role in driving membership growth, retention, and sales at MNP Community & Sport Centre. This dynamic individual will lead high-performing teams and develop strategies to ensure successful positioning and strong branding that drives business results.

Key Responsibilities:

  • Develop and oversee the development and execution of marketing, sales, guest experience, external communications, and sponsorship strategies to drive membership growth, retention, and sales
  • Provide leadership and direction to the Marketing team, Guest Service Manager, and Guest Service Team members, including hiring, training, mentoring, coaching, and performance management
  • Achieve outcomes in operational excellence, product and service leadership, and customer engagement through effective processes and procedures
  • Cultivate key B2C and B2B partnerships to improve stakeholder value and leverage technology to engage and support members
  • Oversee and regularly report on service-level KPIs such as NPS, member engagement score, reviews, Yelp, etc.

Required Skills and Qualifications:

  • Post-secondary degree in marketing or related equivalent; Master's degree in marketing or related equivalent is considered an asset
  • At least five years of experience leading high-performing teams and managing budgets over $5 million
  • Experience developing and implementing best practices, marketing initiatives, creative direction, and balancing diverse needs and expectations
  • Three years of experience working in the recreation industry or related industry; three years of experience working in B2C and B2B marketing & sales is considered an asset

Benefits:

  • Free facility access based on hours worked plus free and discounted programs & services
  • Employee recognition program
  • Annual staff events, including BBQ's, Corporate Challenge, December holiday party, and more
  • Free parking and close proximity to transit with a C-train and bus stop nearby

Other Opportunities:

  • Be an effective public relations person for MNP Community & Sport Centre, communicating effectively and courteously with staff, public, board members, and sport partners
  • Actively contribute to facility-wide teamwork and collaboration, serving as Facility Supervisor on designated shifts
  • Ensure facility-wide safety and emergency procedures are followed, building relationships with marketing and guest service leaders of like facilities


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