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Customer Experience Director

2 months ago

Tustin, California, United States Tricon Residential Full time
Job Title: Director, Customer Experience

Tricon Residential is a leading owner and operator of a growing portfolio of single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents, and local communities underpins Tricon's culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage.

Job Summary:

The Director, Customer Experience drives our Customer Experience (CX) 3-5 year strategy development and execution of the plan. The Director of CX will be responsible for ensuring that our residents receive the highest level of service and satisfaction throughout their entire rental journey, from being a prospective resident to moving out. The Director is the torchbearer of a customer-centric culture in our organization that leads to a great rental experience.

Key Responsibilities:
  • Develop and lead the implementation of a customer experience strategy that aligns with the organization's overall business goals and objectives.
  • Represent the CX outcomes and deliverables to the COO, CXO, and CTO directly.
  • Work cross-functionally with other departments to ensure a consistent and exceptional customer experience across all touchpoints.
  • Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.
  • Create and implement an analytics strategy for best-in-class service delivery.
  • Identify opportunities to improve the customer experience by analyzing customer feedback, customer journey mapping, and conducting market research.
  • Develop and implement customer-centric policies and procedures to improve the customer experience and promote customer loyalty.
  • Develop and maintain strong relationships with customers, industry professionals, and partners to enhance the customer experience.
  • Collaborate with the marketing team and asset management team to develop and execute customer retention and acquisition strategies.
  • Monitor and report on key performance indicators (KPIs) related to customer experience and provide regular updates to the executive team.
Requirements:
  • 8+ years of experience in customer experience, customer service, or related field.
  • 5+ years of experience in real estate or property management industry.
  • Experience in developing and implementing customer-centric policies and procedures.
  • Ability to travel to East and West coasts 30% of the time.
  • Knowledge or experience with Design Thinking, documentation of pain points, and utilizing empathy to ideate.
  • Knowledge and experience working with CX journey mapping tools such as Mural, UXPressia, or Smaply.
  • Experience working with contact centers to improve the customer experience with omnichannel capabilities and advanced CRM capabilities - ideally with AI.
  • Experience working with technology such as marketing and sales automation to guide Marketing partners on personalized communications, next best action, etc.
Preferred Attributes:
  • Master's degree in business, marketing, communications, or related field.
  • Customer experience certifications from leading CX programs.