Leasing & Marketing Manager

Thesciongroupllc; New York (NY); On-site; USD 62,000 - 65,000; Full time

Benefits offered by this job

Discretionary bonus

Health insurance

Dental insurance

Vision insurance

401k matching

Paid time off

Maternal leave

Parental leave

Learning reimbursement

Job summary

Scion Group LLC in New York is seeking a Customer Experience Manager to lead staff development, drive customer-centric initiatives, and support revenue goals across our communities. You will coach onsite teams, ensure compliant operations, and oversee turnover, marketing, and engagement strategies to enhance resident satisfaction.

The role requires strong interpersonal skills, a commitment to excellence, and the ability to manage multiple priorities in a fast-paced property management

Qualifications

• College graduate preferred with 2+ years in customer service or community management.
• Willingness to work up to six days per week for coverage.
• Commitment to diversity and inclusive environment.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office and property management systems.

Responsibilities

• Provide leadership and coaching for staff performance and foster a positive team environment.
• Train onsite staff and ensure compliance with Fair Housing, safety and policies.
• Plan and execute annual turnover processes.
• Assist with move-in and move-out processes.
• Inspect property appearance and coordinate work orders to meet resident needs.
• Monitor resident feedback on facilities and maintenance.
• Collaborate on turnover planning with leadership.
• Support customer sales interactions and lead team to achieve revenue goals.
• Analyze KPIs to identify trends and opportunities.
• Organize market surveys to drive targeted marketing at the property.
• Coordinate on-campus events and social media engagement.
• Manage promotional materials and incentives within budget.

Skills

Customer service

Leadership

Communication

Sales

KPI reporting

Education

College degree

Tools

Entrata

Greenhouse

Lattice

Turnable

Microsoft Office

Social media platforms

Job description

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

Your Opportunity

Scion is paving a path in student living and the Customer Experience Manager is vital in delivering exceptional customer service at our larger communities. The CXM will support revenue and sales goals by implementing customer experience initiatives and fostering a customer-centric culture, while identifying opportunities to grow relationships. This role demands exceptional interpersonal skills and an all-in work ethic.

Your Benefits

• FLSA Status Exempt
• Discretionary annual bonus
• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k Matching
• Paid Maternal Leave
• Parental Leave
• Learning reimbursement opportunities

Your Responsibilities

Staff Development and Leadership

• 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.

Property Administration

• Assist with planning and executing successful annual Turnover processes.
• Assist with move-in and move-out processes.

Facilities & Capital

• 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.

Annual Turnover Process

• Partner with General Manager, Assistant General Manager and Facilities Supervisor in the planning and execution of annual Turnover processes.

Customer Experience & Sales

• 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.
• Utilize KPIs to report on trends, insights and proactively address issues.
• 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.

Financial Performance

• Manage promotional material and property incentives meeting marketing and concession budget.

The responsibilities listed above are not all inclusive.

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.
• Handles multiple, complex projects, with minimal guidance, prioritizes effectively, and meets deadlines.
• Works well independently and as a member of various teams.

What We Require

• Customer-centric mindset
• Exceptional written and verbal communicator
• Brand awareness
• Marketing and leasing
• Keen organization and prioritization skills
• 1+ years’ experience working in customer service

Relevant Systems and Platforms

• Entrata (Property Management System)
• Greenhouse (Applicant Tracking System)
• Lattice (Performance Management System)
• Turnable (Electronic Turn board)
• Microsoft Office
• Social Media Platforms (Instagram, Tik Tok, Facebook)

Operational Details

• Job location is at the assigned property.
• Working hours consist of daytime business hours and up to six days per week during peak times.

The Scion Group LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, creed, national origin, color, gender, sex, sexual orientation, gender identity or expression, age, physical or mental disability (as long as the employee/applicant is otherwise qualified for the job with or without a reasonable accommodation), genetic information, HIV/AIDS status, marital status, uniformed service, veteran status, pregnancy or other legally protected status or category under federal or state law. The Scion Group LLC complies with applicable state and local laws governing nondiscrimination in employment in all locations in which the Company has properties. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, training and other terms and conditions of employment. The Scion Group LLC is committed to the principles of equal employment opportunities.

The base salary range for this full-time position is base + bonus + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

New York Pay Range

$62,000 — $65,000 USD