Senior Manager, Customer Satisfaction Insights

The Senior Manager, Customer Satisfaction Insights will serve as the voice of the customer to our internal teams. The role is responsible for developing and managing a formal customer feedback program and defines the projects, initiatives, and day-to-day activities to measure customer satisfaction and loyalty. The position is principally focused on ensuring that customer-facing teams are provided the insights and operational data to make informed decisions related to achieving customer satisfaction goals. The senior manager collaborates and works closely with other business leaders to identify and maintain the Company’s best-in-class customer experience benchmarks, and champions process improvements via new tools, processes, systems, and technologies that enhance customer insight and business intelligence capabilities.

JOB DESCRIPTION

• Gather stakeholder and internal customer input to understand and define business needs, and work with internal leaders, the analytics and performance teams, and supplier-partners to articulate and develop the roadmap to deliver a best-in-class customer experience.
• Propose, communicate, monitor, and promote the Key Performance Indicators (KPIs) used for tracking and evaluating customer satisfaction, economic value, and business impact across all relevant channels including, but not limited to, Google, ApartmentRatings.com, Modern Message, ILS sites, Better Business Bureau chapters, and resident surveys.
• Identify key customer lifecycle touchpoints from shopping and touring to move-in, residency, renewal, and move-out and oversee the creation and collection of 1st party prospect and resident data via surveys, reviews, social listening, and focus groups. Research and recommend opportunities to incorporate 2nd and 3rd party data into analysis.
• Interpret data to identify strengths, red flags, and other indicators to mitigate, resolve, and/or avert performance deficiencies. Propose changes to procedures, workflows, and systems to maximize customer satisfaction. Seek and apply feedback from key stakeholders to assist in driving customer satisfaction and operational excellence.
• Lead efforts in conjunction with the analytics and performance teams to design, develop, and maintain reporting packages, dashboards, graphic visualizations, narratives, and other documents for providing data-driven insights. Ensure timeliness, quality and consistency in reporting deliverables provided to stakeholders. Recommend and/or join efforts to pilot, test, and evaluate new advancements that elevate the voice of customer analytics, insights, and reporting capabilities.
• Influence and recommend efforts to build advanced capabilities to collect and interpret customer data and predict customer behavior through scenario-based (ex: renewal intent) and other analysis. Identify prescriptive action plan scenarios to achieve business goals. Identify opportunities to leverage customer loyalty for revenue generation (insurance products, short stays, etc.)
• Act as the business group’s primary contact to build and maintain effective and customer-centric relationships with key business leaders. Engage frequently to identify and define needs, seek feedback, and solicit suggestions on how customer insights can further benefit the operation of the business. Communicate client and customer feedback to team members and work with department leadership to implement action plans for improvement.

Knowledge, Skills, and Abilities

• Bachelor’s degree or comparable experience in marketing, business intelligence and data analytics, or a related field. 5+ years’ experience in business intelligence or marketing, with an emphasis on customer behavior analysis. Experience in multifamily property management operations is preferred for this position.
• Proficiency in word processing, spreadsheet, and data management programs, and knowledge and hands-on experience in analytical reporting tools, such as Power BI.
• Excellent written, oral, and interpersonal communication skills, with ability to adapt interpersonal style to build and maintain relationships with diverse audiences. Able to make planned and impromptu engaging presentations to wide and diverse audiences. Skilled in persuasive memos, proposals, presentations, reports, and other documents that can provide detailed and analytical content in a fashion that informs, persuades, and/or influences decisions.
• Proficient in analytical thinking, with ability to explain complex data and findings to team members in multiple positions and job levels. Excellent ability to apply an understanding of the customer lifecycle to categorize, measure, and analyze disparate data and draw meaningful and interpretive conclusions, and make data-informed recommendations.
• Seasoned experience in project management and in leading complex projects and initiatives that may include working with diverse teams from different discipline areas. Knowledge and experience in using the Agile project management application desirable, and ability to plan, organize, manage, and direct a project team, track and monitor progress, and meet established deadlines and budgets.
• Demonstrated ability to plan and organize time, adapt quickly to changes in work priorities, manage stress and maintain focus when required to work long hours or under intense pressure. Ability to work collaboratively with others with diverse personalities, biases, and experience.
• Skilled and comfortable in using digital and online software and apps to accomplish work, manage and organize time, and communicate, including the ability to use Microsoft products such as Word, Excel, PowerPoint, and TEAMS, email, and virtual meeting software.

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The salary range for this position is $80,000 – $100,000

Compensation is based on geographic location and individual pay decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

Corporate Positions: In addition to the base salary, may be eligible for an annual performance bonus that is based on individual and company performance.

Onsite Property Positions: In addition to the base salary, may be eligible for a discretionary weekly, monthly and/or quarterly bonus based on budget.

Greystar seeks to attract, recruit, advance and retain top talent. Greystar’s compensation strategy is tailored to appropriately reward the skillset and experience that a team member will bring to the organization.

Robust Benefits Offered for Full-time Team Members:

• Medical, Dental, Vision, Life

• 401(k) with Company Match (eligibility required)

• Short-term & Long-term Disability

• Critical Illness/Accident/Hospital Indemnity Plans

• Employee Assistance Program

• Generous Paid Time Off: Time off benefits include vacation, holidays, personal days, and sick time and parental leave

For Union and Prevailing Wage roles compensation and benefits may vary from the listed information above due to Collective Bargaining Agreements and/or local governing authority.

Greystar will consider for employment qualified applicants with arrest and conviction records.