Community Manager

The Community Manager oversees all interactions between the gym and its customers. They are tasked with understanding customer needs, expectations, and perceptions, with the goal of fostering positive experiences that build loyalty and drive retention. They are the point person for onboarding new members and retaining existing ones. They oversee all daily membership operations including sales, reporting and monthly billing. They also work with the Events and Front Desk teams to create events, lead membership campaigns, and implement outreach strategies to expand the community. The ideal candidate is a leader and customer service expert who is passionate about growing the climbing community and providing the best experience for our members and guests. They are personable, composed, self-motivated and data driven.

Responsibilities:

  • Spearhead outreach efforts to welcome new members, facilitate their integration into the community, and continually educate them on the value of their membership
  • Set the standard for customer service; ensure smooth delivery of quality customer service from frontline staff to members and guests
  • Oversee daily membership operations including processes directly related to customer acquisition, retention, loyalty and churn
  • Responsible for membership sales, set up, reporting and billing
  • Analyze membership metrics and deliver monthly reports to guide strategic decisions
  • Assist with the development of recruitment, retention and engagement initiatives including organizing events and community outreach
  • Respond to customer feedback through reviews, surveys, email and phone

Job Qualifications:

  • Data driven with strong analytical skills
  • Exceptional customer service skills
  • Ability to build personal connections with members and guests
  • Works well in both an individual and collaborative environment
  • Strong communication skills: interpersonal, public relations, conflict resolution, motivational skills, written and verbal
  • Minimum 2 years in Customer Support or Member Services

Time Commitment & Pay:

  • This is a non-exempt, hourly part time position; 20-30 hours per week
  • Base hourly wage starts at $21 - $25 per hour commensurate with experience and reference checks 

Benefits:

  • Free membership + membership for a significant other
  • 30% discount off at our gear shop
  • Industry pro deals
  • Discounts at other climbing gyms
  • Outdoor climbing trip reimbursement
  • Be part of an inclusive community of climbers

How To Apply

Send resume to goldie@whetstoneclimbing.com or just click the button below!

Apply Today