Job Overview:

The regional director will be responsible for strategically managing client relationships by providing key business insights and expertise on all client situations that will ultimately drive loyalty, profitability and long-term client retention. A good regional director exhibits strong leadership values that epitomize the culture of unparalleled customer service within FirstService Residential.

This individual will also oversee and create an environment of ownership and accountability for a team of community managers responsible for delivering property management products and services to our clients with a focus on exceptional customer service. A regional director must be adaptable and is always looking to motivate and inspire others to do their best.

Your Responsibilities:

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

People Management

• Attracts, develops and retains a diverse team of managers knowledgeable and capable of meeting the property management needs of each client. Supports the onboarding of new community managers.
• Provides ongoing support with training, coaching and developing career paths for associates that desire growth opportunities
• Regularly influences and mentors community managers and their teams and communicates the importance of having a positive attitude, demonstrating professionalism and maintaining a strong work ethic
• Holds self and managers accountable for completing property management tasks and activities in alignment with standard operating procedures, and owning issues and solving problems in collaboration with other departments to deliver measurable business results
• Conducts ongoing performance management activities by providing constructive feedback and coaching through regular check ins, structured one-on-meetings, mid-year touchpoints and annual reviews
• Has a regular team meeting cadence to review key performance indicators, update on company initiatives, discuss client expectations, review financials, address training needs and overall department objectives

Relationship Management

• Works alongside the leadership team to devise client relationship management plans and relationship building activities based on the classification and importance of each client
• Executes on relationship management activities to identify client issues and opportunities and develops detailed action plans to improve the property and client relationship, with special attention on high risk accounts
• Models company culture, values and brand promise to foster and strengthen client relationships
• Acts as a brand ambassador by communicating and demonstrating the value and benefits of our products and services
• Builds strong relationships with board members who provide leadership to the communities managed by acting as a trusted advisor, bringing key insights and solutions to specific situations and following through on commitments with honesty and transparency
• Work through, influence and understand the financial and operational goals and objectives for each client including but not limited to: developer transition, capital improvement projects, financial challenges, board goals and objectives.
• Communicates regularly and strategically with board members for the purpose of providing information and influence to gain consensus
• Partners with and leverages internal cross functional support teams to deliver high quality and prompt customer service that is in line with client expectations
• Effectively leads the communication and change management of corporate initiatives that directly impact the community manager and the client
• Oversees the onboarding of new clients and establishes go-forward service expectations
• Effectively manages the seamless transition of managers on properties, to prevent any disruption in the levels of service with the client

Operations Management

• Takes ownership of controllable key performance indicators for their book of business: e.g. customer experience, client retention, growth, profitability, manager turnover
• Is accountable for managing FirstService client contracts and obtaining timely renewals
• Responsible for maintaining growth and profitability of each account through the addition of new products and services based on client needs and pricing
• Participates with senior leadership to develop business plans and supports the delivery of company initiatives to all direct reports in line with strategic objectives
• Use of company tools, technology (Connect, Avid, etc.) policies and philosophies in the role and integration to the team and staff.
• Works with leadership to review manager property assignments to ensure adequate balance of properties, appropriate workload and seamless manager transitions
• Reviews board packets, financial reports and other related client deliverables in support of the manager or as required, based on an agreed upon schedule

Regular attendance and punctuality are essential functions for the role.

Skills & Qualifications:

• Bachelor's degree in business or related field from an accredited college or university
• 5 to 7 years' experience in property management, construction or hospitality preferred
• Experience in operations, account management or relationship management an asset
• Valid state driver's license and state-mandated vehicle insurance.
• Possesses and maintains certification from CCAM or CAI in the field of property management strongly desired.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Demonstrated experience in managing large, complex accounts with multiple clients and stakeholders.
• Ability to translate organizational change implications and generate a change approach and solutions that drive desired results and client satisfaction
• Demonstrated success working with and managing cross-functional teams, committees and councils in order to achieve desired results
• Excellent decision making and analytical skills to effectively tackle issues or challenges that may occur on a daily basis
• Excellent communication skills to ensure clear and effective delivery of changes, solutions or updates to the client and the community manager
• Excellent leadership skills to coach, develop and motivate community managers and other direct reports at all times
• Excellent time management skills to meet deadlines and display efficiency

What We Offer:

As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.

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