Job Description
Job Description
The Customer Experience Manager is a vital leadership role responsible for ensuring exceptional customer satisfaction across all touchpoints, including employees, residents, and prospects. This role involves overseeing online reputation, analyzing survey feedback, and fostering a culture of continuous improvement for both operations and employee engagement. The Customer Experience Manager will spearhead initiatives to enhance company culture, build resident and employee satisfaction, and provide high-level support to management teams.
Customer Experience Leadership
- Develop and implement new initiatives to boost company culture and satisfaction for both residents and employees.
- Implement and manage ongoing employee engagement programs to foster a positive workplace culture.
- Gather feedback and insights to improve employee satisfaction during in-person or virtual feedback sessions.
- Utilize feedback to continuously improve operational strategies and employee experience.
- Host property-wide quarterly calls to highlight customer experience efforts and discuss trends.
Onboarding and Engagement
Facilitate monthly new hire calls to integrate new team members.Assist with onboarding efforts, including coordinating welcome gifts and advisor assignments as needed.Property Hospitality Setup
Manage hospitality setups for new acquisitions and developments.Oversee and set up welcoming atmospheres, including audio (music), visual (TV), scent, and display elements.Training and Support
Conduct training sessions for platforms such as Modern Message and J Turner management.Provide high-level support for complex resident issues, including drafting property letters, direct resident communication, and formulating team support strategies.Online Reputation and Review Management
Collaborate with the Social Media and Online Reputation Coordinator to drive property ORA (Online Reputation Assessment) and review goals.Host bi-annual calls to maintain positive momentum and email monthly ORA reports to ensure properties have clear, actionable goals.Stay updated on the latest trends and accolades to celebrate team and property achievements.Annual Celebrations and Recognitions
Create and roll out property-wide events to celebrate and recognize key contributors and milestones, such as Company Values Week, Maintenance Appreciation Week, Assistant Manager Appreciation Day, Resident Appreciation Week, and the 100K Awards Event.Plan and execute engaging activities that strengthen employee and resident relationships and foster a sense of community.Resident Survey Management
Regularly review and analyze survey feedback, sharing quarterly reports with properties to identify improvement areas.Provide proactive support for real-time feedback, ensuring prompt and effective responses.Lead communication and monitoring efforts for the Student Portfolio launches in Spring and Fall, offering platform support as needed.Reporting and Metrics
Compile and present quarterly scorecard reports to executive leadership team, detailing individual property performance metrics, including reviews, survey results, ORA goals, and Modern Message participation.Future TDC team members should have the following qualifications :
Willing to travel up to 50% of the year.On-call availability to address high-level situations.Strong organizational and time-management skills.Excellent written and verbal communication skills.Ability to handle sensitive information with discretion.Proactive approach to problem-solving and multitasking.Bachelor’s degree with 3-5 years or relevant experience.Experience being part of a team and successfully meeting goals.Must meet company background investigation, credit screening, and drug screening.
