Customer Experience Manager

-Managing all aspects of administration for over 100 Clients:
-Create new client and maintain client files
-Completing billing monthly for all clients (Quickbooks, in-house submissions, Submissions to Legal teams and via online portals)
-Editing, submitting and sending out reports to relevant professionals on strict timelines for funding
-Maintaining relevant professionals, client documents and correspondence between treating teams
-Train new employees on internal software and procedure
-Sourcing and ordering any equipment necessary for team or office
-Spearheading ideas, creation and execution of seasonal staff events
-Scheduling and organizing meetings by preparing materials, developing email agendas, minute taking
-Troubleshooting issues, escalating where needed, and following up promptly to ensure team expectations are exceeded

-Creating unmatched client experiences by introducing clients to the facility, pitching memberships and ensuring that they continue to have visits they look forward to
-Facilitating cross team interactions and removing impediments between marketing, management, client care teams and independent contractors
-Managing the software transition to newly developed client portal
-Project managing the growth and rebrand of the business under new ownership using Trello to track tasks and projects
-Organizing the elimination of paper filing and moving the company to a fully virtual documentation and records management system
-Scheduling and organizing meetings by preparing materials, developing email agendas, minute taking and other duties as required
-Composing letters, memos, emails and other correspondence to a wide variety of clients; typing and editing promotional material, correspondence and data
-Gathering data from teams to proactively raise prioritization, scheduling tradeoff decisions and critical issues

-Touring prospective clients, explaining the facility’s concept and pitching sales by aligning client needs with membership options
-Creating strong bonds with clients, using their name at every visit and creating a rapport that strengthened their connection with the facility and its brand
-In charge of day-to-day administrative duties, including filing, scheduling, data entry, and record maintenance
-Supporting management team and coordinating between client, contractor and management
-Successfully managed and built client relationships, with measurable impacts of increase in membership sales and client retention
-Working in coordination with business owners to execute successful promotions
-Responding to inquiries via phone calls and emails promptly

-Point of contact for clients on issues such as Operations, Tech Support, Membership
-Planning and project managing a variety of successful weekly and quarterly events with the Director of Operations
-Executing daily administrative tasks for members of the coworking space, including document preparation, records management, meeting and event planning, inventory management and office supplies procurement
-Managing confidential data and coordinating the preparation and filing of documents via online databases containing over 500 members
-Creating writing and visual digital marketing content for email and social media marketing
-Assisting clients with technical support and making minor website updates