Customer Experience Manager

About This Role

This Dual-Site Leasing & Marketing Manager (Customer Experience Manager) role supports revenue and sales goals by implementing customer experience initiatives and fostering a customer-centric culture at two properties in Fort Collins, CO. The role involves managing staff, overseeing property administration and facilities, and leading customer experience and sales efforts, with a focus on student living.

Responsibilities

• Provide leadership and coaching for Experience Team Member staff performance and foster a positive and productive team environment
• Assist the General Manager with ensuring all onsite staff are trained and compliant with Fair Housing, safety and company policies
• Assist with planning and executing successful annual Turnover processes, including move-in and move-out processes
• Regularly inspect and report on property curb appeal and overall appearance of building exterior, common areas, amenities, and apartments
• Coordinate work orders with appropriate staff to ensure requests are being met on time, necessary communication is sent to residents and customer satisfaction remains high
• Partner with General Manager, Assistant General Manager and Facilities Supervisor in the planning and execution of annual Turnover processes
• Assist with all customer sales interactions, both personally and through directing team members in alignment with company standards
• Utilize KPIs to report on trends, insights and proactively address issues, providing expert direction on sales and revenue goals and leading the team to achieve them
• Perform weekly market surveys to identify and recommend local marketing opportunities, appropriate marketing messages and material to drive traffic to the property
• Oversee all on-campus and in-person marketing events and execute social media and communication strategies on various platforms to engage customers
• Manage promotional material and property incentives meeting marketing and concession budget

Requirements

• Minimum of two years of customer service, sales and/or community management experience, or an equivalent combination
• Ability and willingness to work up to six days per week for necessary level of management coverage
• Values and fosters a sensitive and supportive approach to a diverse working and living environment
• Commitment to excellence and high standards, with acute attention to detail
• Excellent written and verbal communication skills
• Proficient in Microsoft Office and Property Management Systems
• Works well with all levels of management
• Strong organizational, problem-solving, and analytical skills
• Handles multiple, complex projects, with minimal guidance, prioritizes effectively, and meets deadlines
• Works well independently and as a member of various teams
• Customer-centric mindset
• Exceptional written and verbal communicator
• Brand awareness
• Marketing and leasing
• Keen organization and prioritization skills
• 1+ years’ experience working in customer service

Qualifications

• College graduate preferred
• Minimum of two years of customer service, sales and/or community management experience, or an equivalent combination. 1+ years’ experience working in customer service.

Skills

* Required skills

Benefits