Regional Director

About the Role

As a Regional Director, you will strategically manage client relationships by providing key business insights and expertise on all client situations to drive loyalty, profitability, and long-term client retention. You will oversee and create an environment of ownership and accountability for a team of community managers responsible for delivering property management products and services with a focus on exceptional customer service.

Responsibilities

People Management

• Attract, develop, and retain a diverse team of managers knowledgeable and capable of meeting the property management needs of each client.
• Support the onboarding of new community managers.
• Provide ongoing training, coaching, and career development for associates seeking growth opportunities.
• Influence and mentor community managers and their teams, emphasizing professionalism, positive attitude, and strong work ethic.
• Hold self and managers accountable for completing property management tasks aligned with standard operating procedures and resolving issues collaboratively.
• Conduct performance management through regular check-ins, structured one-on-one meetings, mid-year touchpoints, and annual reviews.
• Maintain a regular team meeting cadence to review KPIs, company initiatives, client expectations, financials, training needs, and department objectives.

Relationship Management

• Collaborate with the leadership team to devise client relationship management plans and activities based on client classification and importance.
• Execute relationship management activities to identify client issues and opportunities, developing action plans to improve relationships, especially for high-risk accounts.
• Model company culture, values, and brand promise to strengthen client relationships.
• Act as a brand ambassador by communicating and demonstrating the value of products and services.
• Build strong relationships with board members, acting as a trusted advisor and providing insights and solutions.
• Understand and influence the financial and operational goals of each client, including developer transitions, capital projects, and board objectives.
• Communicate strategically with board members to gain consensus.
• Partner with cross-functional teams to deliver high-quality, prompt customer service aligned with client expectations.
• Lead communication and change management for corporate initiatives impacting community managers and clients.
• Oversee the onboarding of new clients and establish service expectations.
• Manage seamless transitions of managers on properties to prevent service disruptions.

Operations Management

• Own key performance indicators for your book of business, including customer experience, client retention, growth, profitability, and manager turnover.
• Manage FirstService client contracts and ensure timely renewals.
• Maintain growth and profitability through the addition of new products and services based on client needs and pricing.
• Participate in developing business plans and support the delivery of company initiatives aligned with strategic objectives.
• Utilize company tools, technology (e.g., Connect, Avid), policies, and philosophies in your role and integrate them with your team.
• Work with leadership to review manager property assignments for balanced workloads and seamless transitions.
• Review board packets, financial reports, and other client deliverables as needed.
• Regular attendance and punctuality are essential.

Requirements

• Demonstrated experience managing large, complex accounts with multiple clients and stakeholders.
• Ability to translate organizational change implications and generate solutions that drive results and client satisfaction.
• Proven success working with and managing cross-functional teams to achieve desired outcomes.
• Excellent decision-making and analytical skills to address daily challenges.
• Strong communication skills for clear and effective delivery of updates, solutions, and changes.
• Leadership skills to coach, develop, and motivate community managers and direct reports.
• Excellent time management skills to meet deadlines and display efficiency.
• Bachelor’s degree in business or a related field from an accredited college or university.
• 5 to 7 years of experience in property management, construction, or hospitality preferred.
• Experience in operations, account management, or relationship management is an asset.
• Valid state driver’s license and state-mandated vehicle insurance.
• Certification from CCAM or CAI in property management is strongly desired.

Physical Requirements

• Ability to lift 25 lbs.
• Ability to sit for extended periods of time.
• Finger dexterity for typing and using a keyboard.
• Mobility to move around the office.
• Ability to hear for receiving telephone calls and voice mail messages.

Supervisory Responsibilities

Directly or indirectly supervise associates within the assigned property.

Schedule

Monday–Friday, 8:00 AM – 5:00 PM.

Occasional travel may be required to attend training and other company functions.

Benefits

• Choice of multiple medical plans, dental, and vision coverage.
• Time off benefits and paid holidays.
• 401k with company match.

Pay

$100,000 – $105,000 annually.