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Senior Guest Care Manager

Flow LLC Washington, DC
  • Posted: over a month ago
  • Part-Time

ABOUT FLOW

Since Flow Yoga Center’s humble beginnings in 2004, we’ve had two primary goals: 1) to create a warm and uplifting space for people to gather in community, support one another and explore the depths of a modern day yoga practice, and 2) to create an authentic home for the DC area’s most beloved and experienced yoga teachers. Today, we host nearly 100 classes/week and serve over 2,000 weekly students in the heart of DC’s bustling Logan Circle neighborhood. You can learn more about Flow here.

ABOUT THE JOB

Our Sr. Happiness Manager will collaborate closely with Flow’s Senior Management team to deepen our culture of service, optimize operations so that - above all - they serve to delight our guests, and (through that) expand guest engagement, retention and sales. This position will lead operations for Flow’s “guest care” in the broadest sense of that term - including both responsive management of guest inquiries and feedback, and proactive efforts (guided by qualitative and data-driven insights) to understand and exceed guest expectations.

This is a part-time, at-will, FLSA-exempt management position.

JOB RESPONSIBILITIES

  • Lead a yogic lifestyle that inspires people to commit to their own consistent practice in a way serves their deepest wellbeing.

  • Design and manage Flow’s responsive guest care strategies - in person, email and phone.

  • Design and manage Flow’s guest engagement, retention and sales strategies - with a service-first orientation.

    • Use both qualitative and rigorous data-driven approaches to ID and understand Flow’s core constituencies.

    • Use CRM tools to build and manage relationships that increase guest satisfaction and engagement.

    • Design and manage Flow’s perks/loyalty program.

  • Collaborate with Flow’s HR and Teaching teams to train and incentivize all Flow staff to complement our Happiness Team’s efforts.

  • Collaborate with Flow’s Creative Director to design and host special events for guests.

  • Collaborate with Flow's Senior Management team on all major Flow initiatives.

  • Manage Flow’s front desk on scheduled shifts.

JOB-HOLDER QUALITIES

  • a passion for service – esp. as it relates to caring for the well-being of others

  • mastery of “soft-skills”

    • warm/welcoming/glass-half-full personality

    • a highly extroverted, people-person who leads with grace and enthusiasm

    • high EQ

  • hard-working/self-starter/takes initiative

  • highly creative

  • a natural team-player - comfortable “managing up” and working collegially with colleagues and direct reports. Knows when to go with the flow and how/when to disagree constructively.

  • exceptional follow-through skills

  • reflexive leadership qualities - including key qualities not mentioned elsewhere in this job description: integrity/authenticity, patience, passion, focus, confidence, open-mindedness, persistence

  • reliable

  • thrives in a fast-paced environment - comfortable multi-tasking and working efficiently

  • exemplifies work-life balance

JOB-HOLDER QUALIFICATIONS (REQUIRED)

  • a passion for yoga and a regular yoga practice

  • excellent written & verbal communications skills

  • a strong tech aptitude with demonstrable experience & expertise in...

    • all things Google

    • MS Office (esp. MS Excel)

    • CRM systems

    • MindBody Online, and

    • Squarespace

  • at least 1 year of experience in (and a love for!) communications and sales - ideally within a wellness industry, including...

    • KPI analysis

    • CRM and email marketing (with a service-first sales orientation)

    • social media publishing, and

    • web publishing

  • at least 1 year of guest care experience - ideally in a leadership role

  • at least 1 year of people and/or team management experience

  • demonstrable leadership experience - with proven ability to anticipate and respond to needs proactively, work independently, and problem-solve constructively

  • demonstrable ability to handle sensitive/confidential information with tact, courtesy, diplomacy and discretion

  • highly organized with a superb attention to detail

    • familiar with “Getting Things Done” task management or similar

    • uses an online task management system

    • uses an online calendar

    • zero inbox

JOB-HOLDER QUALIFICATIONS (PREFERRED)

  • work experience at Flow Yoga Center

  • experience managing a yoga studio

  • experience with event-planning and hosting

JOB HOURS

  • 15-20 regularly-scheduled hours/week (specific times/days TBD)

    • 3-4 weekly shifts at Flow’s front desk

    • 5+ regularly-scheduled project hours/week

  • flexibility to work some evenings and weekends

SALARY & BENEFITS

  • salary - a competitive Sr. Guest Care & Marketing manager salary commensurate with skills and experience.

  • paid time off - accrued as follows…

    • 20 PTO hours/qtr (80 hours/year) - for employees working 20-29 work hrs/week

    • 30 PTO hours/qtr (120 hours/year) - for employees working 30-35 work hrs/week

    • 40 PTO hours/qtr (160 hours/year) - for employees working 36-40 work hrs/week

      Any hours not used in given quarter will be rolled over to the next quarter, and any hours not used in a given year will be rolled over to the next year.

  • 401k retirement plan After one year of service, for employees working 20+ hours/week. We currently match up to 4% of employee's voluntary contributions.

  • healthcare plan - For employees working 30+ hours/week only. We currently have two options: 1) a PPO plan with United Healthcare where we pay for 50% of premiums. Employee contributions are deducted pre-tax by our payroll company. 2) 50% coverage for staffer's individual healthcare plan premiums (up to $100.00/month)

  • unlimited free yoga classes at Flow

  • 15% discounts on designated workshops by Flow teachers

  • 20% discounts on full-priced retail sold at Flow

  • social and educational events (for the Flow staff family).

  • a relaxed and dynamic work environment (e.g. no shoes necessary, committed yogi/yogini work colleagues, work that brightens our world – one human being at a time.) ;)

To Apply: Please send resume and cover letter before March 4th. No phone calls please.

Flow LLC

Why Work Here?

Great work environment in the wellness industry!

Address

Washington, DC
USA

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