Job DescriptionThe 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.
EducationAn advanced degree in marketing, advertising, communications or business is preferred.QualificationsMinimum 7 years of experience in a marketing strategy role working with local and remote staff.

Experience in the real estate or hospitality industry or a customer service-oriented company required.

Creativity, problem-solving, emotional intelligence, and effective communication skills are essential.

Candidates should possess a customer service mindset, act with diplomacy, and exercise good judgment so they can leverage these skills to communicate persuasively through all levels of the organization.

Highly organized, detail-oriented, with strong time management, research, and analytic skills.

Initiates change and is a self-starter. Takes on and produces a high volume of work. Can sustain a heavy workload over an extended period.

Ability to be flexible and quickly adapt to changing business needs and processes.

Experienced in leading and managing projects. Can set priorities effectively and organize workload to achieve maximum outputs.

Demonstrates Greystar core values in all aspects of work strong ethical character and commitment to service.

Demonstrated proficiency in word processing, spreadsheet, and data management programs in order to complete required reports.

Demonstrated skills necessary to complete financial records, budgets, and other fiscal reporting information
About usGreystar is the global leader in multifamily real estate, offering expertise in property management, investment management, and development and construction of rental housing. Established in 1993, Greystar is the largest property management operator in the world. Its dedicated team members and a commitment to hiring the very best multifamily professionals has resulted in record growth, making Greystar one of the most respected and trusted real estate companies. EOE.