What are the responsibilities and job description for the Customer Experience Manager position at LR Management?
Join the fastest growing property management company in Michigan as a Customer Experience Manager! LR Management is looking for a dependable and hard-working individual to join our team. The successful candidate will be an organized, multi-tasking team player, with strong people skills and a positive attitude, along with being self-motivated and self-directed.
The Customer Experience Manager will assist the company in creating a consistent thoughtful experience for prospects and residents across our portfolio of apartment communities by working closely with the Marketing Director, Digital Experience, Central Leasing, Operations, and onsite teams to identify communication gaps, improve key customer touchpoints, and help our communities consistently deliver a strong experience by focusing on the customer journey, customer communications, organic social media, and customer feedback.
LR Management offers an outstanding total compensation package including:
- Competitive compensation
- Health, vision, and dental benefits
- A wide selection of voluntary benefits to meet employees’ individual needs
- 401(k) with company match
- 15 days of accrued PTO per year
- Employee training and certification assistance
- Career growth opportunities
Responsibilities include, but are not limited to:
- Support the prospect journey from inquiry through tour, application, and move-in.
- Support key resident lifecycle touchpoints including move-in, service communication, renewals, and move-out.
- Maintain consistent prospect and resident communication standards across the portfolio.
- Develop customer-facing messaging and communication templates in conjunction with the Marketing Director and manage them once established.
- Identify recurring customer questions, communication gaps, and experience concerns.
- Manage portfolio-wide organic social media calendars, standards, and content cadence.
- Partner with onsite teams to source authentic property photos, videos, events, and community updates.
- Monitor social engagement, comments, and direct messages and coordinate appropriate follow-up.
- Analyze prospect and resident feedback to identify recurring trends and opportunities for improvement.
- Share customer insights with Marketing, Digital Experience, Central Leasing, and Operations to help improve the overall customer journey.
Qualifications include, but are not limited to:
- Experience in customer experience, resident experience, multifamily, hospitality, marketing communications, organic social media, or a related field.
- Excellent written and verbal communication skills.
- Strong understanding of customer service and customer journey principles.
- Experience managing social media content and calendars.
- Ability to recognize patterns in customer feedback and translate them into actionable recommendations.
- Strong organization and project-management skills.
- Ability to support multiple locations and competing priorities.
- Multifamily experience is preferred, but candidates from hospitality, customer experience, and other multi-location service organizations are encouraged to apply.
The ideal candidate will be successful when prospects and residents receive clear and consistent communication, the company's organic social channels reflect authentic community experiences, customer feedback leads to meaningful improvements, and onsite teams have clear customer-experience standards to support their work.
If you enjoy understanding what customers need, finding where communication can be better, and helping multiple teams create a stronger experience, we'd love to hear from you.