Director of Customer Experience, Events, & TEAM: 365 GOLF, Calgary, AB

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Location

365 GOLF, Calgary, AB

Posted

2023-08-21

Deadline

2023-09-08

Job Summary

As the Director of Customer Experience, you will play a pivotal role in shaping the way our customers interact with our business. You will lead and manage a team focused on delivering a seamless and delightful customer journey across all touchpoints. Your strategic vision, strong leadership, and innovative thinking will drive the continued growth of our business and elevate our reputation as a leader in the indoor golf industry.

Responsibilities

Customer Experience Strategy:

• Develop and implement a customer experience strategy that aligns with the company's goals and values, aiming to exceed customer expectations at every stage of their journey.

• Monitor industry trends and best practices to ensure our customer experience remains competitive and innovative.

• Identify key touchpoints and implement strategies to enhance customer satisfaction and loyalty.

Customer Engagement:

• Develop and implement customer engagement programs, including loyalty rewards, referral incentives, and member benefits.

• Establish feedback mechanisms to capture customer insights and drive continuous improvements.

• Personalize communications to enhance customer relationships and encourage repeat business.

Team Leadership:

• Recruit, train, and lead a team of customer-focused professionals, fostering a culture of excellence, collaboration, and continuous improvement.

• Provide coaching and mentorship to team members, setting performance expectations and recognizing outstanding contributions.

• Ensure cross-functional coordination to deliver seamless services, including coaching, club fitting, and gameplay.

• Manage staff schedules to ensure appropriate coverage for all customer-facing services.

Operational Excellence:

• Oversee day-to-day operations related to customer experience, including scheduling, reservations, and facility management.

• Collaborate with cross-functional teams to integrate services and optimize customer interactions and transactions.

• Implement efficient booking and payment systems to streamline customer interactions.

League and Event Management:

• Plan, coordinate, and execute engaging golf leagues, tournaments, and special events catering to diverse skill levels and interests.

• Develop marketing strategies to attract participants and spectators, maximizing engagement and revenue.

• Collaborate with marketing and operations teams to create memorable experiences aligned with the brand's identity.

Partnerships and Collaborations:

• Establish and nurture relationships with golf equipment suppliers, software providers, and industry partners.

• Explore collaborations to enhance the customer experience, such as exclusive equipment demos or joint promotional events.

• Stay informed about emerging technologies and trends to continually improve offerings.

Data Analysis:

• Utilize customer feedback, surveys, and data analytics to identify trends, pain points, and areas for improvement in the customer experience.

• Analyze gameplay statistics and participation patterns to optimize league formats and event offerings.  

Budget Management:

• Develop and manage budgets for customer experience initiatives, including staff training, event planning, and promotional campaigns.

• Monitor expenses and revenue related to customer experience activities, ensuring cost-effectiveness and profitability.

• Allocate resources efficiently based on data-driven decisions to achieve strategic objectives.

Coaching and Training:

• Collaborate with coaching staff to ensure consistent and high-quality golf instruction and personalized coaching sessions.

• Develop and lead ongoing training programs for coaches and staff, enhancing coaching techniques and customer service skills.

• Implement performance metrics to assess coaching effectiveness and ensure a positive learning experience.

Custom Club Fitting Services:

• Manage the custom club fitting process, ensuring accurate swing data analysis and personalized club recommendations.

• Collaborate with suppliers and manufacturers to deliver custom-made clubs that meet high-quality standards.

• Ensure seamless communication between customers, coaches, and suppliers throughout the fitting process.

Qualifications

REQUIREMENTS

• PGA of Canada Class A Member (preferred)

• Bachelor's degree in Business Administration, Hospitality, Sports Management, or related field.

• Proven experience (5+ years) in a leadership role within customer service, hospitality, or sports industry.

• Passion for golf and a strong understanding of the game's fundamentals, rules, and culture.

• Exceptional communication, interpersonal, and team management skills.

• Strategic thinker with a track record of developing and executing successful customer experience strategies.

• Data-driven mindset, capable of using analytics to make informed decisions.

• Ability to adapt to changing business needs and work in a fast-paced, dynamic environment.

• Proficiency in customer relationship management (CRM) software and Microsoft Office Suite.

• Strong organizational and multitasking abilities.

Compensation

• $55,000 - $75,000 Annual Salary

• 40 – 50 Hours / week OR as required.

• Bonus opportunities based on performance.

• Opportunity for clothing and tournament allowance.

• PGA of Canada dues paid in full

• 3 Weeks annual vacation.

• To be determined.

Benefits/Perks

as noted

Course Website

https://365golf.ca/

Employment Duration

.

Contact Information

If you're a dedicated leader with a passion for providing exceptional customer experiences and a love for the game of golf, we invite you to join our team as the Director of Customer Experience.

Apply now and help us create lasting memories for golf enthusiasts in our community.

To apply, please send your resume and a cover letter to jfleming@365golf.ca