Client Experience Manager

Description

Travel Requirements: Up to 25% 

SUMMARY

The Client Experience Manager will be responsible for ensuring the satisfaction and retention of clients within a multifamily property management company. This role involves developing and implementing strategies to enhance the client experience, addressing client concerns, and building strong relationships with property owners and investors. The Client Experience Manager will play a key role in maintaining a positive reputation for the company and fostering long-term client loyalty.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Develop and implement client experience strategies to enhance satisfaction and retention.
• Serve as the primary point of contact for clients, addressing inquiries, concerns, and feedback promptly and professionally.
• Conduct regular client surveys and feedback sessions to gather insights and identify areas for improvement.
• Proactively identify and resolve client issues, escalating complex matters as needed.
• Build and maintain strong relationships with property owners and investors.
• Collaborate with internal teams to ensure seamless service delivery and client satisfaction.
• Monitor client satisfaction metrics and identify trends and opportunities for improvement.
• Develop and maintain client communication materials, including newsletters, presentations, and reports.
• Stay informed about industry trends and best practices in client experience management.
• Perform other related duties as assigned.

Requirements

SKILLS AND EXPERIENCE

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Ability to travel up to 25% of the time. 
• 3+ years of experience in client experience management, preferably in the property management industry.
• Experience planning and executing events or initiatives that engage and build community is highly valued.
• Strong understanding of client relationship management principles and practices.
• Excellent communication (written and verbal) and interpersonal skills.
• Strong problem-solving and conflict resolution skills.
• Ability to build rapport and establish trust with clients.
• Proficient in customer relationship management (CRM) software.
• Strong organizational and time-management skills.
• Must have a valid driver's license with no major infractions in the last 12 months.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is often exposed to outside weather conditions. The noise level in the work environment is usually moderate. 
This job description is intended to provide a general overview of the Client Experience Manager role. The specific duties and responsibilities may vary.