Director of Customer Service Experience & Contractor Tenant Relations

About the role

The Director of Customer Experience & Contractor/Tenant Relations serves as the senior leader responsible for all stakeholder-facing functions across Safe Harbor Lauderdale Marine Center.

Responsibilities

• Directly oversee department leads across office management/tenants & leasing, logistics & account management, member service specialists, contractor registration, and marina operations
• Foster a unified team culture centered on accountability, communication, and exceptional service delivery
• Conduct regular performance reviews, set departmental goals, and support professional development across all direct reports
• Ensure all teams are following standardized SOPs (e.g., Salesforce CRM protocols, onboarding and departure processes) and continuously improve those processes
• Oversee the end-to-end customer onboarding process ensuring seamless handoffs between the logistics team, sales account managers (SAMs), and property account managers (PAMs)
• Ensure logistics team confirms resources, sends dockage agreements, collects insurance, and assigns PAMs in a timely manner for all short-term (under 7 days) reservations
• Maintain an up-to-date reservation pipeline to ensure vessels are moved accurately from "bucket slip" to "Pending Review" to "Reserved" status upon contract and insurance completion
• Oversee PAM assignment logic: ensuring vessels with Safe Harbor Services or refit projects are matched to experienced PAMs and all others are distributed equitably
• Oversee the 24-hour pre-arrival confirmation process, including slip assignment, tug coordination, and ETA confirmation
• Oversee the day-of-arrival protocols, including vessel greeting, welcome packet delivery, length and scope confirmation, and fluid level checks for vessels being hauled
• Maintain ongoing stay management by PAMs including bi-weekly vessel touchpoints, contractor coordination, departure date tracking, and Salesforce updates
• Collaborate with events team for relationship-building activities such as crew events, client engagement meetings, and proactive upsell conversations around fuel, bottom jobs, tenants and Safe Harbor Service
• Oversee the day-of-departure procedures, including marina coordination, towing needs, and departure surveys
• Ensure day-of-departure procedures are followed: crew card collection, billing confirmation with Business Management, and hazardous materials fee advisement
• Oversee post-departure follow-up: system updates, departure emails to all relevant distribution lists, and SAM pipeline re-entry for future visits
• Champion contractors as a core and valued segment of the business — treating registered contractors not merely as vendors subject to oversight, but as key partners whose success and satisfaction directly contribute to the quality of service delivered to vessel
• Oversee the contractor registration program ensuring all contractors working on vessels at the property are registered, authorized, in good standing, and meet all licensing and insurance requirements prior to vessel arrival
• Serve as the senior escalation point for all contractor registration issues, disputes, and policy exceptions
• Oversee PAMs confirming contractor scope of work, lead times, and stay duration align with vessel reservation dates
• Develop and maintain contractor outreach materials, onboarding packets, and marketing collateral that clearly communicate the value, process, and requirements of the contractor registration program
• Build and manage relationships with contractor partners, serving as the primary point of contact for contractor inquiries, renewals, and escalations — ensuring contractors feel supported, informed, and valued at every interaction
• Oversee the day-to-day operations of the customer-facing Contractor Registration Office, ensuring it is professionally staffed, welcoming, and equipped to assist contractors and vessel owners with registration questions, documentation submission, and badging
• Develop and implement a contractor services program that proactively supports registered contractors with resources, facility updates, scheduling assistance, and any tools that help them operate more effectively on property
• Develop and maintain a contractor database tracking registration status, license and insurance expiration dates, performance history, and renewal pipeline
• Develop contractor retention strategies including recognition programs, streamlined renewal processes, and regular communications to keep the contractor community engaged and informed
• Collaborate with marina and PAM teams to monitor contractor activity on property and ensure adherence to facility rules and safety standards
• Champion tenants as a vital and valued part of the business — treating tenant relationships not merely as transactional lease agreements, but as long-term partnerships whose success, satisfaction, and growth are integral to the overall health and vitality of the property
• Oversee all aspects of tenant relations including lease administration, move-in/move-out coordination, day-to-day tenant communications, and issue resolution to ensure a consistently positive tenancy experience
• Serve as the senior escalation point for tenant concerns, disputes, and lease-related matters, working proactively to resolve issues and maintain strong, productive relationships
• Develop and execute a tenant business development strategy that supports existing tenants in growing their presence and operations on property, connecting them with resources, referrals, and opportunities within the broader marina and vessel owner community
• Conduct regular tenant check-ins to understand business needs, satisfaction levels, and any challenges they are facing — using that insight to improve the tenant experience and inform retention and leasing strategies
• Maintain a current and accurate picture of all rental inventory, vacancy rates, and lease expiration timelines to proactively address upcoming availability and minimize gaps in occupancy
• Develop tenant retention initiatives including lease renewal outreach, recognition of long-term tenants, and programming that fosters a sense of community among tenants and the broader property ecosystem
• Collaborate with marketing to promote available rental spaces and position the property as a premier destination for marine-related businesses and services
• Champion the marina as the front door of the business — the first and last impression for every vessel, captain, and crew member who visits the property — and hold the team accountable to delivering a consistently warm, professional, and world-class waterfront experience
• Ensure the marina is properly staffed seven days a week, including weekends and holidays, with adequate coverage across all shifts to always meet the operational demands of a full-service marine facility and the service expectations of guests
• Oversee the marina team’s role in providing comprehensive dockside support including line handling, vessel mooring and unmooring, power and water hookups, tug coordination, and general assistance to ensure vessels are safely and comfortably settled upon arrival
• Ensure the marina team is briefed daily on scheduled arrivals, departures, haul-outs, and any special vessel or guest needs so they are prepared to deliver personalized, anticipatory service
• Establish clear protocols for marina team communication with PAMs, logistics, and the broader operations team to ensure seamless coordination and information flow throughout a vessel’s stay
• Ensure marina team is coordinating power, water, tug needs, and mooring for all arrivals and departures
• Oversee marina's role in supporting PAMs during vessel stays, including electrical needs, rules and regulations enforcement, and tug support
• Oversee any other task assigned by the supervisor related to the job

Qualifications

• 7+ years of progressive experience in operations, marina, hospitality, or a related field
• 3+ years in a senior leadership role managing multiple departments or teams