Customer Experience Architect - Multifamily Communities

LR Management Services; Troy (MI); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health, vision, and dental benefits

401(k) with company match

15 days of accrued PTO per year

Employee training and certification

Career growth opportunities

Job summary

LR Management Services is seeking a Customer Experience Manager to elevate the resident journey across our Michigan apartment communities. You will collaborate with Marketing, Digital Experience, Central Leasing, Operations, and onsite teams to identify gaps and craft messaging, processes, and social content that deliver a consistent, engaging experience for prospects and residents.

The ideal candidate has strong communication, organizational, and multi-location coordination skills with a focus

Qualifications

• Experience in customer experience, resident experience, multifamily, hospitality, marketing communications, or a related field.
• Excellent written and verbal communication skills.
• Strong understanding of customer service and customer journey principles.
• Experience managing social media content and calendars.
• Ability to recognize patterns in customer feedback and translate them into actionable recommendations.
• Strong organization and project-management skills.
• Ability to support multiple locations and competing priorities.
• Multifamily experience is preferred, but candidates from hospitality, customer experience, and other multi-location service organizations are encouraged to apply.

Responsibilities

• Support the prospect journey from inquiry through tour, application, and move-in.
• Support key resident lifecycle touchpoints including move-in, service communication, renewals, and move-out.
• Maintain consistent prospect and resident communication standards across the portfolio.
• Develop customer-facing messaging and communication templates in conjunction with the Marketing Director and manage them once established.
• Identify recurring customer questions, communication gaps, and experience concerns.
• Manage portfolio-wide organic social media calendars, standards, and content cadence.
• Partner with onsite teams to source authentic property photos, videos, events, and community updates.
• Monitor social engagement, comments, and direct messages and coordinate appropriate follow-up.
• Analyze prospect and resident feedback to identify recurring trends and opportunities for improvement.
• Share customer insights with Marketing, Digital Experience, Central Leasing, and Operations to help improve the overall customer journey.

Skills

Customer experience

Resident experience

Multifamily

Hospitality

Marketing communications

Organic social media

Related field

Job description

LR Management Services is seeking a Customer Experience Manager to elevate the resident journey across our Michigan apartment communities. You will collaborate with Marketing, Digital Experience, Central Leasing, Operations, and onsite teams to identify gaps and craft messaging, processes, and social content that deliver a consistent, engaging experience for prospects and residents.

The ideal candidate has strong communication, organizational, and multi-location coordination skills with a focus