Director of Customer Experience, Multifamily

The Director of Customer Experience supports and assists the Regional Manager and is responsible for managing the overall customer experience strategy, particularly focusing on Bainbridge Lease-Ups. This individual will provide leasing training, act as a sales expert, report on market conditions, and make recommendations for marketing. Bainbridge’s Director of Customer Experience must have a minimum of 5 years in a sales role, exceptional communication skills, cultivate long-term relationships, and are prepared to anticipate our customers’ needs while Creating Exceptional Living Environments.

Essential Duties and Responsibilities:

· Oversee and manage all Bainbridge lease-ups expectations to ensure high occupancy rates and resident satisfaction while developing and implementing effective leasing strategies to meet and exceed leasing goals.

· Provide comprehensive leasing training and ongoing development programs for leasing staff to mentor and coach leasing specialists to improve their sales techniques and customer service skills.

· Serve as the Company’s sales expert, developing innovative sales tactics and strategies to assist the leasing teams in closing deals and achieving high conversion rates.

· Conduct thorough market research to stay informed on current market conditions and trends while preparing detailed reports on market conditions and competitor activities to make informed recommendations for leasing and marketing strategies.

· Collaborate with the marketing team to develop and execute effective marketing campaigns while providing insights and recommendations to attract and retain residents that align with company objectives.

· Implement and oversee customer experience programs to ensure high levels of resident satisfaction.

· Foster a positive and engaging community environment.

· Assists in providing updates and information about the property’s performance, and responding to supervisor and on-site community managers as needed.

· Assist and/or support leasing and marketing efforts in person to achieve the property's revenue and occupancy goals by greeting prospective residents face-to-face and gathering information about the prospects and touring.

· Completes various accounting, financial, administrative, and other reports, and performs other duties as assigned or as necessary.

· Must be able to meet predictable attendance and punctuality expectations and physical demands of the position complying with the Company’s policies and performance expectations.

Organizational Responsibilities:

· Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organizational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s)

· Practices proper safety techniques in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s)

· Identifies areas for improvement and offers suggestions to improve the property's efficiency, profitability, and productivity.

· Keeps abreast of current changes in technology, leasing and sales tools, processes, and standards within the industry and area(s) of responsibility by attending internal and external training programs and by accessing other sources of information and applies knowledge and practices to area(s) of responsibility.

Work Hours (may vary by state or location):

This position is scheduled for 40 hours in a regular work week. Hours of operation vary by site, but typical sites are open from 9:00am to 6:00pm Monday through Friday, Saturday 10:00am to 5:00pm, and on Sunday 1:00pm to 5:00pm. The Director of Customer Experience must be able to perform the essential job functions unaccompanied. Must be able to travel.

Qualifications:
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Employment history that demonstrates a proven track record of successful lease-ups and high occupancy rates with strong leadership and team development skills. The Director of Customer Experience must have excellent communication, interpersonal, and customer service skills. This individual will be highly motivated, energetic and enthusiastic. Incumbent must possess a high school diploma or GED equivalent and a minimum of 5 years of experience in the multifamily industry.

Language Ability:

Demonstrated ability to read, write, and communicate effectively to comprehend and complete legal documents, sell, and explain apartment features, and answer questions about the property’s operation.

Math Ability:

Demonstrated mathematical skills necessary to add, subtract, multiply, and divide numbers, decimals, and fractions, and calculate percentages to complete financial records, budgets, and other fiscal reporting information.

Reasoning Ability:

Demonstrated understanding of property operations and of lease terms and lease enforcement, including collections. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

Demonstrated proficiency in internet, word processing, spreadsheet, and database management programs to complete required reports and employment documents. Strong proficiency in using property management software (preferably Yardi and/or One Site).

Certificates and Licenses:

Current valid driver’s license is required.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbents work in an office environment, but also have frequent exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, type, handle or feel objects, talk, and hear. The employee is frequently required to stand, walk, reach with hands and arms, climb, stoop, and squat. The employee is intermittently required to sit. Incumbents must be able to physically access all exterior and interior parts of the property and amenities. Must be able to operate golf carts at properties with golf carts, walk extended distances and navigate stairs to multiple levels daily.

Director of Customer Experience must be able to push, pull, lift, carry, or maneuver weights of up to twenty (20) pounds independently and fifty (50) pounds with assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Regular, travel by vehicle and airplane is required to meet the requirements of this position.

Understanding of Job Essentials:

The Bainbridge Companies is a drug-free, harassment-free workplace. All candidates must pass a drug screen and an extensive background check. Bainbridge is an equal opportunity employer and does not tolerate harassment, discrimination, or retaliation.

I understand that all pre-employment screening activities are conducted in compliance with federal and state employment laws. Background checks are completed during the post-offer stage of the employment process in compliance with the Fair Credit Reporting Act requirements.

I also fully understand the content of this job description, have had the opportunity to ask questions regarding this job description, and have had the job duties and responsibilities, requisites, and physical demands and working conditions explained to me. I can perform the essential functions of this job with or without reasonable accommodation. If I need accommodation, I will ask the hiring manager for it.