Director of Customer Experience and Engagement

2 weeks ago


Tustin, California, United States Tricon Residential Full time
Job Summary:

Tricon Residential Inc is a leading provider of single-family rental homes and multi-family apartments in the U.S. and Canada. As a Director of Customer Experience and Engagement, you will play a critical role in shaping the company's customer-centric culture and ensuring residents receive the highest level of service and satisfaction.

Key Responsibilities:
  • Develop and Execute a 35-Year Customer Experience Strategy: Collaborate with cross-functional teams to design and implement a comprehensive customer experience strategy that drives business growth and resident satisfaction.
  • Ensure Resident Satisfaction: Work closely with operational functions, IT, and Marketing to ensure a seamless and personalized experience for residents, from initial contact to ongoing support.
  • Drive a Customer-Centric Culture: Foster a culture that prioritizes customer needs and expectations, and empowers employees to deliver exceptional service.
  • Collaborate with Operational Functions: Work closely with operational teams to ensure alignment and effective execution of customer experience initiatives.
Essential Qualifications:
  • Experience in Articulating Strategy: Proven ability to develop and communicate clear, compelling strategies to C-suite executives and other stakeholders.
  • Data-Driven Mindset: Strong analytical skills and ability to leverage data to inform customer experience decisions.
  • Strategic Thinking and Interpersonal Skills: Excellent strategic thinking, interpersonal, and leadership skills, with the ability to build strong relationships with customers, partners, and internal stakeholders.
  • Strong Analytical Skills and Industry Knowledge: In-depth knowledge of the real estate and property management industries, with a strong understanding of industry trends and best practices.
  • Leadership, Team Building, and Project Management Skills: Proven ability to lead cross-functional teams, build strong relationships, and manage multiple projects simultaneously.
  • Minimum 8 Years of Experience: A minimum of 8 years of experience in customer experience or a related field, with a strong track record of delivering results.
  • 5+ Years of Experience in Real Estate or Property Management: A minimum of 5 years of experience in real estate or property management, with a strong understanding of the industry and its challenges.
  • Ability to Travel: Ability to travel up to 30% of the time, with a focus on East and West Coasts.
  • Experience with Customer Journey Mapping Tools: Experience with customer journey mapping tools and contact center improvement initiatives.
Preferred Attributes:
  • Master's Degree in Business or Related Field: A Master's degree in business or a related field, with a strong focus on customer experience and strategy.
  • Customer Experience Certifications: Customer experience certifications, such as CEM or CCXP.


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