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    Community Manager

    OnSite

    Website Whetstone Climbing

    Climbing. Connecting. Community.

    Company Mission
    Whetstone is the largest indoor climbing facility in Northern Colorado.  Behind all that we do, is our vision, to share the wealth of the climbing experience, which changes lives for good.  Similarly, our mission to connect the community through climbing is paramount to our success.  Our core values of Gratitude, Dedication, Pride, and Innovation drive our operations.

    Job Description
    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.

    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

    Position 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 calls

    Hours, Benefits & Compensation 

    • Position is a part time, non-exempt, hourly position
    • Weekly work hours would be 20-30 hours/week
    • Hourly Rate: Between $21.00 – $25.00 commensurate with experience and reference checks

    Part time benefits include

    • Whetstone membership
    • Membership for significant other
    • Pro deals and industry discounts
    • Free local gym day passes
    • Trip allowance
    • Professional Development

    To apply for this job email your details to goldie@whetstoneclimbing.com

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