Leasing & Marketing Manager

About the role

The Customer Experience Manager (CXM) plays a crucial role in delivering exceptional customer service at our larger communities. This position is essential for supporting revenue and sales goals by implementing customer experience initiatives and fostering a customer-centric culture.

Responsibilities

• Provide leadership and coaching for Experience Team Member staff performance and foster a positive and productive team environment.
• Aid the General Manager in ensuring all onsite staff are trained and compliant with Fair Housing, safety, and company policies.
• Assist with planning and executing successful annual Turnover processes.
• Aid with move-in and move-out processes.
• Regularly inspect and report on property curb appeal and overall appearance of building exterior, common areas, amenities, and apartments.
• Coordinate work orders with appropriate staff to ensure requests are being met on time, necessary communication is sent to residents, and customer satisfaction remains high.
• Keep a consistent pulse on resident feedback regarding facilities and maintenance needs.
• Partner with General Manager, Assistant General Manager, and Facilities Supervisor in the planning and execution of annual Turnover processes.
• Aid with all customer sales interactions, both personally and through directing team members in alignment with company standards.
• Utilize Key Performance Indicators (KPIs) to report on trends, insights, and proactively address issues.
• Lead the team to achieve sales and revenue goals.
• Utilize KPIs to report on trends, insights, and proactively address issues.
• Perform weekly market surveys to identify and recommend local marketing opportunities, appropriate marketing messages, and material to drive traffic to the property.
• Oversee all on-campus and in-person marketing events.
• Execute social media and communication strategies on various platforms to engage customers.
• Manage promotional material and property incentives meeting marketing and concession budget.

Qualifications

• College graduate preferred, with a minimum of two years of customer service, sales, and/or community management experience, or an equivalent combination.
• Ability and willingness to work up to six days per week for necessary level of management coverage.
• Values and fosters a sensitive and supportive approach to a diverse working and living environment.
• Commitment to excellence and high standards, with acute attention to detail.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office and Property Management Systems.
• Works well with all levels of management.
• Strong organizational, problem-solving, and analytical skills.
• Handles multiple, complex projects, with minimal guidance, prioritizes effectively, and meets deadlines.
• Works well independently and as a member of various teams.

What We Require

• Customer-centric mindset.
• Exceptional written and verbal communicator.
• Brand awareness.
• Marketing and leasing knowledge.
• Keen organization and prioritization skills.
• One year’s experience working in customer service.
• Relevant Systems and Platforms:
• Entrata (Property Management System)
• Greenhouse (Applicant Tracking System)
• Lattice (Performance Management System)
• Turnable (Electronic Turn board)
• Microsoft Office
• Social Media Platforms (Instagram, Tik Tok, Facebook)