Digital Guest Experience Lead

The Digital Guest Experience Lead is a highly skilled communicator and relationship builder who is dedicated to supporting our guests through all of our digital channels. Their primary focus is on building community engagement, solving problems and elevating the experience of both YYOGA studio and YYOGA at Home guests through our digital channels They are connected to YYOGA’s products and services, deeply passionate about the YYOGA brand, and strive to deliver a consistently remarkable digital experience to each and every YYOGA guest.


To efficiently support our guests with account related issues, the ideal candidate is technically proficient in MBO, quick to learn new software systems and tools, detail oriented and fluent in all YYOGA policies and procedures, but they are also comfortable navigating the grey zone of policy.and working independently to solve problems within YYOGA’s parameters.


They are skilled at connecting through digital channels, and thrive on the challenge of building community even when they are not face to face with our guests. They are capable of working quickly and efficiently through email, social media and phone communications with the goal of providing the most responsive and personalized customer service possible.

A DAY IN THE LIFE

Guest Support & Digital Engagement

  • You bring the YYOGA voice to life digitally across all digital channels, including but not limited to email, the Contact Us Form, Instagram, YYOGA at Home, Facebook, YouTube, Google Reviews and more.
  • You are responsible for providing exceptional guest service to our community on these channels, responding to every enquiry within our required response times. You seamlessly balance warmth and professionalism in all communications.
  • You’re a creative problem solver, and you work collaboratively with other members of the Operations Team to ensure that you are finding solutions that work for both our guests and our overall business needs. You have a detailed understanding of YYOGA’s guest facing policies and procedures and the why behind each one. Your deep understanding allows you to navigate the grey zone of unique situations in a way that considers and honors all needs.
  • You feel passionate about getting back to guests and addressing their questions and concerns, but also in engaging with them online – you love building relationships, problem solving, motivating, celebrating, and being a key community-builder behind our digital and social presence.
  • You’re highly familiar with YYOGA’s products and services and know how to connect with guests to help them find the best fit for their needs. You are energized by the opportunity to help somebody make yoga and fitness a bigger part of their life. In this way you authentically help YYOGA build guest loyalty and sales.
  • You understand the need for swift and quick action when responding to guests on social, and the importance of impeccable language and grammar, amazing and on-brand tone, and the power that words can have in contributing to someone’s overall experience with our brand. You own this with pride and enthusiasm, and are excited to be this voice.
  • You prioritize getting back to guests, but also work to identify trends and proactive opportunities to engage and grow our audience.
  • Following a provided step-by-step process for tracking and sharing marketing partnerships, you capture, track, respond to, and elevate conversations with key people in our collective. 
  • You monitor our pages for escalations, issues and crisis situations requiring urgent responses/action, surfacing them to the appropriate team members for collaboration and support. You have a great understanding of what type of enquiries need to be escalated and are comfortable doing this in high pressure situations.

Training & Studio Support

  • As an MBO expert, you hop in to support and train our studio teams on complicated guest situations
  • You are comfortable sharing feedback with others and communicate with team members thoughtfully, compassionately and directly about ways they can improve and learn.

Other

  • You’re good at wearing multiple hats, enjoy variety in your work. and are happy to help out with additional duties to support the studios, the operations team and other departments as needed. 
  • You understand that the YYOGA business, our industry and the world around us is constantly changing and you’re open and eager to evolve alongside it. 
  • You’re eager to learn new skills, are open to taking on new challenges and open to receiving feedback about opportunities to elevate your work and process.

QUALIFICATIONS

  • Clear and effective communicator with exceptional writing and verbal communication skills 
  • Strong administrative and organizational skills – proficiency in MBO a very valuable asset 
  • Digital and social media savvy – able to easily pick up new platforms, technology, tools and systemsA self motivated and resourceful self-starter who enjoys working both independently and as part of a collaborative team 
  • Adaptable with a high standard of performance and accountability 
  • Skilled with accepting and incorporating feedback 
  • A natural connector with high emotional intelligence who is skilled at navigating and resolving complex guest scenarios 
  • A quick learner who retains information well and is excited to learn new skills 
  • Highly efficient and comfortable working at a fast pace with strong time management skills and ability to prioritize tasks in a busy workload 
  • Passionate about YYOGA’s services and products, enthusiastic about embodying YYOGA’s purpose and mantras and helping us grow our community of loyal guests 
  • 1-2 years of work experience, preferably at YYOGA. 6+ months experience in a Guest Experience role – experience as a Shift Lead preferred 
  • Able to meet scheduling needs – as part of the team that responds to guest enquiries 7 days a week, you are flexible with your schedule and work with your teammates to ensure all scheduling needs are accommodated by the team as a whole. You understand that these needs are constantly evolving and that weekend and evening shifts may be needed as part of your role.

DOES THIS SOUND LIKE YOU!?

Application closing date: January 23rd.

To submit your application, please email your resume and cover letter to lbalza@yyoga.ca. In the subject please include “Application for Digital Guest Experience Lead”. We thank you in advance for your interest in working with us and hope to welcome you to the YYOGA fam soon!