Location: Root Whole Body

Schedule: Tuesday - Saturday, must be available holidays and weekends

Position Type: Full-Time

Summary:

The Customer Experience Manager will provide day-to-day leadership and management to ensure the Root customer experience is delivered (and at times overdelivered) consistently, seamlessly and true to the mission and values of the company. They ensure that each touchpoint across the customer journey is engaging, efficient, and builds trust and affinity with Root. The Customer Experience Manager will coach a team to deliver company revenue goals, increase client satisfaction rates, increase customer loyalty, and augments the experience to cultivate retention, referrals and membership growth. This includes daily direction for the Wellness Concierge team to optimize our schedule, conduct customer service and outreach calls, overseeing walk-ins and the reception/cafe area, the retail wall, as well as in-person, messenger AI/phone, email bookings and reaching weekly/monthly sales targets. They will track progress, have daily direct training. Design incentives that will motivate and optimize the performance of their team. Engage and build community outreach initiatives to increase first time visitors to Root.

Responsibilities:

• Manage and motivate a team of 6+ people to deliver exceptional customer service

• Develop and manage front desk budgets, including timekeeping and bonus/commissions for the WC team.

• Ensure on-boarding and training of all front desk staff

• Schedule front desk staff and ensure appropriate staffing levels are maintained

• Oversee outreach efforts to book appointments and increase customer base

• Manage sale goals, displays, and promotions

• Manage membership and service sales, including renewals and upgrades

• Plan and execute community events to promote Root Whole Body

• Respond to customer feedback, follow up on complaints, and manage Birdeye reviews

• Continuously improve customer experience by monitoring trends, gathering feedback, and implementing improvements

Qualifications:

• Minimum 3 years of experience in customer service, preferably in the wellness industry

• Experience in staff management and scheduling

• Strong organizational and budget management skills

• Proven track record of meeting sales goals

• Excellent communication skills, both written and verbal

• Event and community planning

• Ability to work weekends and holidays as needed

• Passion for wellness and a natural approach to healthcare