Director of Customer Experience Position Available In Palm Beach, Florida

Director of Customer Experience Related – 3.0

West Palm Beach, FL Job Details Full-time Estimated:

$95.3K – $124K a year 2 days ago Benefits Health savings account AD&D insurance Disability insurance Health insurance Dental insurance Flexible spending account Paid time off Adoption assistance Employee assistance program Vision insurance 401(k) matching Opportunities for advancement Referral program Qualifications Hospitality Sales Customer service Microsoft Office Qualtrics Project management Bachelor’s degree Alignment Budgeting Senior level Leadership Communication skills 10 years

Full 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

Overview:

Related Ross is transforming urban life in West Palm Beach and Palm Beach County, creating opportunity for all who live and work here. For over two decades, the company has worked to develop dynamic neighborhoods that are innovative, vibrant and inclusive. With completed, in development and planned properties in West Palm Beach and new development activity emerging in Palm Beach County, Related Ross is making long-term investments to transform and support local communities and build growth in the region. Related Ross is a West Palm Beach based organization that recently emerged as an independent entity from within Related Companies. Formed in 1972, Related Companies is the most prominent privately-owned real estate firm in the United States with major developments within a premier portfolio valued over $70 billion across Boston, Chicago, San Francisco, LA, Washington DC and London. Related Ross believes in investing in its talent and cultivates a positive, team-oriented environment where every voice is valued. Employees are encouraged to boldly take on new challenges, transcend the status quo, and demonstrate a strong entrepreneurial spirit. In its relentless commitment to excellence, Related Ross works to foster an innovative approach in its team members so that they can positively impact the communities in which they conduct business. Learn more about Related Ross at https://www.relatedross.com/.