Director of Customer Experience Position Available In Palm Beach, Florida

Director of Customer Experience
West Palm Beach, Florida
Customer Service
18692
Property Management
Job Description
Responsibilities The Related Ross Director of Customer Experience oversees brand delivery across all Related Ross properties. This role ensures all staff members demonstrate consistent brand behavior across every customer-facing environment and experience including commercial office, retail, residential, hospitality and public spaces. They also ensure all program activations are executed in alignment with the brand. In order to achieve a successful program and culture, the individual in this role will be responsible for all aspects of the three-pronged approach to customer centricity: development and delivery of learning and coaching programs for Related Ross customer-facing staff; measurement of satisfaction and advocacy via customer and employee feedback; and employee acknowledgement and engagement. The Director of Customer Experience works closely with Related Ross and vendor/partner HR departments to establish and uphold recruitment protocols that effectively test candidates’ CX proficiency. This person takes the lead in solving difficult customer situations, orchestrates responses to customer issues, provides on-brand recovery options, and personally interacts with customers on an as-needed basis. This role is also responsible for exploring ways to positively impact revenue, both directly and indirectly, including overseeing the CityPlace restaurant and retail referral program and managing the office tenant employee satisfaction platform. Key Responsibilities Overall Create and execute holistic customer experience strategy for West Palm Beach portfolio, including commercial office, retail and public spaces, residential and hotel properties.
Oversee recruitment, hiring, onboarding and deployment of a team of 12+ brand ambassadors to support the execution of the CX strategy.
Coach and develop a customer experience manager, who manages all day-to-day aspects of the brand ambassador team.
Serve as the voice of the customer in all building and technology design decisions, anticipating how customers will interact with our properties and giving guidance, where appropriate, to leaders.
Work closely with property management, marketing, development, IT, leasing and HR teams to ensure customer centricity.
Curate specialized training journeys for relevant team members to ensure they are able to speak authentically and accurately about product offerings.
Oversee uniform program execution and standards for total portfolio.
Build and oversee customer feedback mechanisms including Qualtrics survey journeys for each business unit.
Design and execute annual Town Hall meeting for all customer-facing teams.
Oversee hotel and residential outreach efforts, building relationships with local properties in order to strategically drive traffic to CityPlace. Employee Development and Engagement Constantly assess CX learning needs across the operation, including vendor teams.
Schedule CX Foundations training as needed for all new hires (typically quarterly).
Conduct follow-up conversations with participants and their supervisors as needed.
Integrate Related Ross coaching, problem solving, and best practice learning experiences as needed.
Coach staff members across properties and disciplines on delivering the brand.
Develop staff’s relationship-building and sales skills.
Conduct bi-weekly meetings with property management teams and vendor/partners to discuss CX-related topics.
Manage employee recognition program.
Develop and schedule engagement activities with each individual asset.
Lead and participate in weekly CX huddles.
Oversee execution of weekly briefing, a document distributed to customer facing teams with relevant property activity information. Customer Experience Ensure alignment with all customer-facing team leaders on expectations of brand delivery.
Orchestrate responses to customer complaints.
Identify and execute recovery options for service gaps.
Salvage relationships that are at risk because of a service gap or series of service gaps.
Identify and neutralize potential CX friction points in the operation.
Coach all customer-facing staff. Operations Assess daily execution of the brand across properties.
Provide updates to senior leadership on the state of CX at Related Ross.
Review existing SOPs, policies, and procedures and integrate CX components.
Meet regularly with general managers, security directors, janitorial heads, and logistical leaders.
Develop and manage Customer Experience budget. Qualifications Experience Minimum of 10 years of professional experience, with at least 5-7 years in a leadership role within customer experience within hospitality, real estate or a related field. Education Minimum of bachelor’s degree with preference for some course work in hospitality, entertainment, retail, real estate or a related field Skills and Personal Attributes Superior ability to inspire and galvanize staff around business objectives and build rapport with customers and colleagues
Ability to deftly navigate the complex multiuse environment
Commitment to anticipating customer and business needs and exceeding expectations
Ability to hold themselves and others accountable
Experience in crafting employee development plans
Strong project management capabilities
Ability to develop and maintain budgets
Capacity to adapt to and overcome challenging situations
Strong critical thinking skills, particularly around problem solving
Impeccable meeting etiquette
Deep experience interacting with and assisting customers
Superior communication skills, with the ability to communicate effectively with customer-facing team members, tenant employees, and executives.
Proficiency with Microsoft Office programs
Experience with CRM platforms and CX-related technology platforms a plus

Benefits Personalized Health Care:

Multiple medical, dental, and vision plan options; Employee Assistance Program

Financial Benefits:

 Competitive salary and incentive packages; matching 401(k); FSAs and HSA; employer-paid life and AD&D insurance; paid leave & disability programs

Social Wellness:

 19+ days of PTO; mental health counseling & resources; fertility, surrogacy, and adoption assistance; volunteer days and donation matching

Career Development:

Learning & training programs; tuition & certification reimbursement; internal advancement opportunities We are proud to be an equal opportunity employer and are deliberate about the team and culture we are building. We aim to ensure competitive total compensation that is commensurate with experience, workplace geography, and market standards. For information about how we use your personal information, including information submitted for career opportunities, please review our Privacy Policy at https://www.related.com/privacy-policy. #TRC #LI-JF1