Manager, Customer Experience

**Position Title**: Manager, Customer Experience

**Department**:Operations

**Reports To**: Chief Operating Officer

**Direct Reports**: FOH Staff, Golfplay Kitchener & Waterloo Locations

**Purpose**

**Accountabilities**

The Manager, Customer Experience’s accountabilities include, but are not limited to:

- Managing our existing sales pipeline and the development of new business opportunities. Proactively generating leads on new group events, identify and contact decision markers, screening potential sales opportunities and facilitating pitch logistics to:

- Corporate parties
- Association & networking events
- Private tournaments
- Fundraising events
- Company team-building events
- Partnering with the Marketing team to develop promotional strategies and onboarding materials for group event sales package
- Overseeing group events, including both kitchen and FOH staff
- Organizing and hosting open house events for local groups and associations
- Monitoring and evaluating industry trends and customer drivers, and meeting regularly with senior leadership to discuss strategy
- Developing, documenting, and implementing overarching outbound sales processes, structure, and best practices
- Providing leadership to Serving staff, including managing all scheduling activities
- Supporting shifts on the floor as needed
- Establishing and maintaining Golfplay’s FOH service standards
- Developing FAQs for Golfplay’s website and ensuring they are maintained
- Developing, coaching, hiring, appraising, and monitoring the FOH Service team’s performance and building a high-performance team
- All other duties and responsibilities as assigned

**COMPANY DESCRIPTION**

Golfplay has the world's best indoor golf simulator technology, great music, creative cocktails, a fine selection of craft beer, a chef-crafted menu, including our famous stone oven pizza and an upscale atmosphere.

We provide a fun experience for both golfers and non-golfers alike. Golfers can experience a challenging game with technology to help improve their skills, while non-golfers can choose beginner courses and easier game formats. Our goal is to make golf fun for everyone

**Qualifications**
- A bachelor’s degree in business administration, Marketing, or a relevant field
- A minimum of 3 years of proven work experience in a lead customer experience role in the Hospitality industry
- Hands-on experience in sales and the ability to deliver an excellent customer experience
- Successful track record in B2B sales and negotiation
- As a Leader, you are an active listener. You are empathetic. You can share clear messages and make complex ideas easy to understand. You are a strategic thinker, you are inspirational and you are flexible to the needs of others
- Effective listening skills, patience and tolerance when dealing with demanding customers
- Exceptional problem-solving and decision-making skills
- Proven ability to plan and manage resources
- Ability to deliver presentations effectively
- Ability to deliver projects and answer inquiries on time

**Knowledge**
- Administrative policies and procedures
- The organizational structure of Golfplay
- Strong understanding of food & beverage and/or entertainment as it relates to the customer experience
- Knowledge about the processes involved in resolving product or service-related issues when highlighted by a customer

**Technical Competencies**
- Solid experience in Microsoft Office and familiarity with CRM software
- Strong project management skills
- Experience with CRM software (i.e., Salesforce)

**Behavioural Competencies**
- Exceptional client service skills
- Leadership
- Organizing, planning, and prioritizing
- Excellent communication skills (oral and written)
- Analytical
- Attention to detail
- Critical thinking and problem-solving
- Good judgment
- Integrity/Credibility
- Dedication
- Cooperation
- Relationship Building/Collaboration
- Dependability
- Adaptability
- Negotiation and monitoring skills

**Working Conditions**
- Works in-office and on the road
- Sits for some periods when in the office but with expected to be on the floor throughout the day
- Works on a computer for part of the day
- Travel to visit Kitchener and Waterloo locations

**Conditions of Employment**
- Permanent, full-time, 40 hours per week
- Valid Social Insurance Number and legally entitled to work in Canada under relevant provincial or territorial legislation and regulations
- Must have a valid Canadian driver's license with a clean driving record and flexibility to travel up to 50%

**Salary**: $55,000.00-$75,000.00 per year

**Benefits**:

- Discounted or free food
- Flexible schedule
- On-site parking
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Commission pay
- Tips

Ability to commute/relocate:

- Kitchener-Waterloo, ON: reliably commute or plan to relocate before starting work (required)

Work Lo