US Dir Customer Experience

The Director, Customer Experience is responsible for key elements of the financial and operational performance of the marketing programs work group within the US strategic property marketing business unit. The primary focus is on
helping to define and execute the U.S. property management company’s internal and external customer strategy through all phases of the customer life cycle. Work will be completed in partnership with cross-functional teams and vendor partners tasked with delivering the Greystar customer experience.

JOB DESCRIPTION

The Director, Customer Experience is responsible for key elements of the financial and operational performance of the marketing programs work group within the US strategic property marketing business unit. The primary focus is on helping to define and execute the U.S. property management company’s internal and external customer strategy through all phases of the customer life cycle. Work will be completed in partnership with cross-functional teams and vendor partners tasked with delivering the Greystar customer experience.Oversight of the Greystar marketing store, a main driver of product delivery integral to internal and external customer satisfaction, and the significant growth of its associated revenue stream. Includes management of our vendor partner, user experience, technology integration, program development, product selection, pricing management, compliance, performance reporting, and the activities necessary to successfully on-boarding and off-boarding communities from the US property management portfolio.Partner with key business leaders and cross-functional teams to gather information to understand the priorities and needs of the US property management business and ensures the function is aligned with their priorities, as well as the Greystar enterprise strategy.Partner with stakeholders, in the U.S. and abroad, to develop the Greystar customer experience strategy and implement it in the U.S. through the “Beyond Expectations” customer experience program and the Greystar marketing store. Includes development of holistic customer journeys, shaping of all customer touch points, and helping align resident insights with team member training.Leads research to identify behavioral, emotional, and demographic customer insights, determine market potential, measure legal and fair housing compliance, and monitor competitive activity.Analyzes research and interprets marketing, operating, and customer satisfaction reports and proposes and implements initiatives that boost operating efficiencies, reduce expenses, grow revenue, and increase customer satisfaction scores.Engages relationships with external marketing vendors, consultants, and experts to support execution of customer experience strategies, and manages external resources against established standards for quality, timeliness, and service excellence.Supports key business leaders, functional groups, and cross-functional teams in the US by providing counsel, on-going education and training, and recommending solutions to business challenges.Contributes to the development and execution of the work group’s annual business plan and long-term budgets and revenue streams to appropriately resource the business, and presents updates, reports, and re-forecasts to inform key business leaders of the function’s progress on achieving established goals and priorities.Ability to lead and manage a team by recruiting, hiring, developing, and managing team members in accordance with the company’s HR policies and practices, and in a way that facilitates the individual and team achievement of high performance.