Customer Experience & Leasing Leader

The Scion Group; Lubbock (TX); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Dental Insurance

Vision Insurance

Health Insurance

Paid Time Off

401k Matching

Discretionary annual bonus

Paid Maternal Leave

Parental Leave

Learning reimbursement opportunities

Job summary

The Scion Group is seeking a Customer Experience Manager to deliver exceptional service at our larger communities. The CXM supports revenue goals by implementing customer experience initiatives and fostering a customer-centric culture, identifying opportunities to grow relationships.

This role requires outstanding interpersonal skills and a strong work ethic. Responsibilities span staff development, property administration, facilities, turnover processes, sales support, and KPI-driven business

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.

Responsibilities

• Provide leadership and coaching for Experience Team Member staff performance and foster a positive and productive team environment.
• Assist the General Manager with ensuring all onsite staff are trained and compliant with Fair Housing, safety and company policies.
• Assist with planning and executing successful annual Turnover processes.
• Assist 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.
• Assist with all customer sales interactions, both personally and through directing team members in alignment with company standards.
• Utilize KPIs to report on trends, insights and proactively address issues.
• Provide expert direction on sales and revenue goals and lead the team to achieve them.
• 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.

Skills

Customer service

Sales

Community management

Leadership

Interpersonal skills

Education

College degree or higher

Tools

Entrata

Greenhouse

Lattice

Turnable

Microsoft Office

Job description

The Scion Group is seeking a Customer Experience Manager to deliver exceptional service at our larger communities. The CXM supports revenue goals by implementing customer experience initiatives and fostering a customer-centric culture, identifying opportunities to grow relationships.

This role requires outstanding interpersonal skills and a strong work ethic. Responsibilities span staff development, property administration, facilities, turnover processes, sales support, and KPI-driven business