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Customer Experience Manager

2 months ago

Des Moines, United States ARTISAN Management Group Full time
Job DescriptionJob Description

ARTISAN Management Group (“AMG”) is a growing multifamily property management firm with a portfolio of communities located in the Midwest. As the vertical property management company of ARTISAN Capital Group (“ACG”), AMG currently owns and operates over 7,000 apartment units in six states. Headquartered in Des Moines, Iowa, with additional offices in Chicago, we are built on a passion to provide community for our residents and team. Live Well, Live ARTISAN.

Position Summary: The Customer Experience Manager will be a key player in ensuring that our company delivers best-in-class service to all team members and our customers. This role requires a self-starter who is driven, proactive, and dedicated to continuous improvement. The Customer Experience Manager will be responsible for developing and delivering comprehensive training programs, performing various administrative tasks, and collaborating with the SVP and other team members on policy development. This hands-on position also involves coaching, mentoring, and training operations team members on programs, policies, and procedures to make a significant impact on our growing portfolio.

Key Responsibilities:

  • Design, develop, and implement custom training programs virtually, onsite, or in training facilities to enhance leasing performance, occupancy rates, and customer experience.
  • Develop unique training programs to address specific needs and improve job skills.
  • Create and/or acquire training procedure manuals, guides, and course materials.
  • Organize, plan, and present various forms of onboarding, orientation, and skills training for team members.
  • Track and create reports on training outcomes and maintain detailed individual and program training records.
  • Become an expert in AppFolio, including all workflows and processes
  • Property acquisition and disposition activities to successfully transition properties

Ongoing Training and Support

  • Create and maintain a database of associate designations and certifications.
  • Collaborate with the HR Coordinator on onboarding and ongoing employee education.
  • Train new hires on company policies and procedures using best practices.
  • Implement and monitor Grace Hill and other training modules for all associates.
  • Provide onsite coverage in the event of extended or unexpected team absences.
  • Gather and evaluate information from employees and management on previous training sessions to identify areas needing additional training.
  • Attend seminars and meetings to learn new training methods and techniques and apply this knowledge to improve and enhance future training sessions.
  • Evaluate employee engagement and performance, providing feedback and coaching as needed.
  • Collaborate with corporate department leads to develop training for new initiatives or product launches

Customer Interaction and Support:

  • Act as a point of escalation for customer service issues, ensuring timely and satisfactory resolution.
  • Analyze customer feedback and complaints to identify trends and opportunities for improvement.
  • Develop and implement strategies to enhance overall customer satisfaction.
  • Google Review Response and Training

Collaboration and Coordination:

  • Work closely with regional managers and onsite teams to delegate training tasks.
  • Market company training opportunities for employees and encourage participation.
  • Inform employees about scheduled training and track their progress.
  • Develop and refine company policies and procedures related to customer service and experience in collaboration with the SVP.

Administrative Duties:

  • Maintain accurate records of training sessions, attendance, and outcomes.
  • Prepare reports and presentations for senior management regarding training effectiveness and customer satisfaction metrics.
  • Coordinate with various departments to ensure alignment of customer experience initiatives.
  • Recommend training materials and methods, manage in-house training equipment, and facilities.
  • Assist in creating annual training budgets in collaboration with leadership.
  • Track and coordinate staff continuing education and certifications.
  • Identify and implement employee retention strategies.
  • Perform other related duties and responsibilities as required.
  • Implementation of the ARTISAN Best Practice policy & standards documentation

Essential Qualities:

  • Friendly personality with a genuine desire to help others.
  • Ability to think clearly and make quick decisions.
  • Strong numeracy and logistical planning skills.
  • Professional manner and calm, rational approach to variable situations.
  • Flexibility and a "can do" ARTISAN mentality.
  • Strong organizational skills and team-building abilities.
  • Commitment to fostering a positive culture.

Skills and Competencies:

  • Exceptional professional communication, both oral and written.
  • Strong organizational, administrative, and leadership abilities.
  • High level of detail orientation and accuracy.
  • Ability to work independently and collaboratively.

Qualifications:

  • Degree in business administration or a related field.
  • Minimum of 2 years of experience in a training or educational role
  • Minimum of 2 years of experience in multifamily property management required.
  • Experience designing, developing, and delivering training programs to diverse audiences.
  • Effective time management and ability to meet deadlines.
  • Proficiency in Microsoft Office Suite: Word, Excel, PowerPoint, Outlook
  • AppFolio experience preferred.


Outstanding Health Benefits & Paid Time Away

  • Health insurance
  • Dental insurance
  • Vision coverage
  • Flexible spending accounts
  • Company paid short-term & long-term disability insurance
  • EAP (Employee Assistance Program)
  • Voluntary benefits (life insurance, critical illness & disability)
  • 401K with 3% annual match
  • Vacation/sick leave
  • Ten paid Holidays annually
  • Birthday PTO day


Additional Information:

Reports To: SVP of Operations

Job Type: Full-Time

Work Location: Des Moines, Iowa.

Travel: Up to 25% as needed

ARTISAN Management Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.


Now is your opportunity to be a part of this diverse and inclusive, growing community. Apply Today

Artisan Management Group | Des Moines, IA