Multi-Site CX & Leasing Leader

The Scion Group; Gainesville (FL); On-site; USD 65,000 - 88,000; Full time

Benefits offered by this job

Discretionary annual bonus

Paid Time Off

Health Insurance

Vision Insurance

401k Matching

Paid Maternal Leave

Job summary

The Scion Group is seeking a Multi-Site Customer Experience Manager in Gainesville, FL to lead four communities with a focus on exceptional service and revenue growth. You will drive customer‑centric initiatives, supervise Experience Team Members, and partner with GMs to ensure staff training and policy compliance.

You will oversee turnover, move‑in/out, and marketing activities, utilizing KPIs to inform decisions and enhance resident satisfaction.

Qualifications

• College graduate preferred, with a minimum of two years of customer service, sales and/or community management experience.
• 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 Managers 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 Managers, Assistant General Managers and Facilities Managers 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

Communication

Microsoft Office

Organizational skills

Problem-solving

Education

College graduate preferred

Tools

Entrata

Greenhouse

Lattice

Turnable

Microsoft Office

Job description

The Scion Group is seeking a Multi-Site Customer Experience Manager in Gainesville, FL to lead four communities with a focus on exceptional service and revenue growth. You will drive customer‑centric initiatives, supervise Experience Team Members, and partner with GMs to ensure staff training and policy compliance.

You will oversee turnover, move‑in/out, and marketing activities, utilizing KPIs to inform decisions and enhance resident satisfaction.