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2 months ago
The Amherst Group's companies are comprised of leading real estate investment and advisory firms with a mission to transform the way real estate is owned, financed and managed. Amherst leverages its proprietary data, analytics, technology, and decades of experience to seek solutions for a fragmented, slow-to-evolve real estate ecosystem and to materially improve the experience for residents, buyers, sellers, communities, and investors. Today Amherst has over 1000 employees and $14.1 billion in assets under management.
Over the past decade, Amherst has scaled its platform to become one of the largest operators of single-family assets and has acquired, renovated, and leased more than 46,000 homes across 32 markets in the U.S. The firm delivers customized, stabilized cash-flowing portfolios of assets to its investors, wrapped in all the ongoing services required to manage, own, and finance the asset including property management, portfolio management, and a full capital markets team. In addition to its single-family rental platform, Amherst's debt business pursues two distinct credit strategies in mortgage-backed securities and commercial real estate lending. Over its 25-year history, Amherst has developed a deep bench of research and technology talent, and leverages data and analytics at every stage in the asset lifecycle to improve operations and preserve long-term value for our investors and the more than 188,000 residents the firm has served.
Main Street Renewal is seeking an experienced change management leader to spearhead our continuing efforts in delivering exceptional customer experiences, employee satisfaction, and driving product excellence. This role will be instrumental in shaping our customer journey for all MSR's customers internally and externally, enhancing product offerings, and ensuring that both align with our strategic goals. The ideal candidate will possess a blend of strategic vision, design thinking experience, operational expertise, and a deep understanding of customer needs and product marketing and management.
Key Responsibilities:
Customer Experience:
- Develop and implement a comprehensive customer experience strategy that aligns with the company's overall goals.
- Analyze customer feedback, behavior, and satisfaction metrics to identify opportunities for improvement.
- Lead cross-functional teams to enhance the customer journey, ensuring seamless and positive interactions across all touchpoints.
- Foster a customer-centric culture within the organization, promoting a deep understanding of customer needs and expectations.
- Design customer-centric dynamic thinking trainings and implement them across the organization
- Conduct market research and competitive analysis to inform product development and positioning for internal users and customers.
- Work closely with engineering, design, and marketing teams to deliver high-quality product enablement for end users (field team, internal teams, customers, vendors).
- Develop and track key performance indicators (KPIs) for both customer experience and product performance.
- Use data-driven insights to guide decision-making and prioritize initiatives.
- Manage budgets and resources effectively to support strategic objectives.
- Collaborate with senior leadership to define long-term goals and strategies.
- Foster a collaborative and innovative work environment that encourages growth and excellence.
- Set clear objectives and performance standards for team members, and provide regular feedback and support.
- Serve as a key point of contact for internal and external stakeholders regarding customer experience and product marketing matters.
- Ideal candidate will have experience managing customer service trainings, establishing KPIs, and leading change management for customer service teams onshore and offshore.
- Communicate effectively with senior management, partners, and customers to convey vision, strategy, and updates.
- Bachelor's degree in Business, Marketing, Product Management, or a related field. An MBA or advanced degree is preferred.
- 8+ years of experience in customer experience, product management, or a related role, with at least 3 years in a leadership position.
- Proven track record of developing and implementing successful customer experience and product strategies.
- Strong analytical skills and experience using data to drive decisions and measure success.
- Excellent leadership, communication, and interpersonal skills.
- Ability to influence teams outside of their direct line/vertical.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
- A competitive compensation package, annual bonus, 401k match
- Flexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer day
- Employer-paid benefits (medical, dental, vision, health savings account)
- Professional career development and reimbursement
- Up to 16 weeks paid maternity leave; up to 4 weeks of paid parental leave
- Backup childcare offered through Bright Horizons
Amherst is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information or veteran status, and encourage all applicants to apply.
