Regional Director - Luxury High Rise

About the Role

As 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. This role requires familiarity with Florida Statute 718 and willingness to travel to areas near Fort Lauderdale and Miami.

Responsibilities

• People Management
  • Attract, develop, and retain a diverse team of managers capable of meeting property management needs.
  • Support the onboarding of new community managers.
  • Provide ongoing training, coaching, and career development opportunities.
  • Mentor community managers and their teams, emphasizing professionalism and work ethic.
  • Hold self and managers accountable for completing tasks aligned with standard operating procedures.
  • Conduct performance management through regular check-ins, one-on-one meetings, mid-year touchpoints, and annual reviews.
  • Maintain a regular team meeting cadence to review KPIs, company initiatives, client expectations, financials, and training needs.
• Relationship Management
  • Devise and execute client relationship management plans and activities based on client classification and importance.
  • 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 demonstrating the value of products and services.
  • Build strong relationships with board members, acting as a trusted advisor.
  • Understand and influence financial and operational goals for 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 customer service aligned with client expectations.
  • Lead communication and change management for corporate initiatives impacting community managers and clients.
  • Oversee new client onboarding 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.
  • Participate in developing business plans and support the delivery of company initiatives.
  • Utilize company tools and technology (e.g., Connect, Avid) and integrate them into team workflows.
  • Review manager property assignments to ensure balanced workloads and seamless transitions.
  • Review board packets, financial reports, and other client deliverables as required.
  • Regular attendance and punctuality are essential.

Qualifications

• Bachelor's degree in business or related field from an accredited college or university.
• 5 to 7 years' 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.

Skills

• 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.
• Success in working with and managing cross-functional teams, committees, and councils.
• Excellent decision-making and analytical skills to tackle daily challenges.
• Strong communication skills for clear and effective delivery of updates and solutions.
• Leadership skills to coach, develop, and motivate community managers and direct reports.
• Time management skills to meet deadlines and display efficiency.
• Financial acumen and high-rise experience.

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.

Benefits

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

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